Principal Operations Support Manager (Logistics)

Location: Onsite at 21705 W Mississippi St, Elwood, Illinois 60421, United States.

Company

hirify.global is a global supply chain and fulfillment technology platform serving SMB and mid-market ecommerce merchants through outsourced, in-house, and hybrid fulfillment solutions.

What you will do

• Act as the primary onsite hirify.global point of contact for operational inquiries at a partner-operated fulfillment site and own service-level performance from dock to door.
• Monitor inbound and outbound SLAs, order defects, shrink, UPH, exceptions, inventory activity, order flow, B2B fulfillment, kitting, and value-added services against required standards.
• Identify performance gaps, recommend corrective actions, escalate risks through partner leadership, and track actions to closure.
• Educate partner leaders on hirify.global standard work, WMS usage, merchant-specific processes, metrics, and performance goals; create SOPs, job aids, and training materials.
• Lead quality incident investigations and written root-cause, corrective-action, and preventive-measure reports; coach leaders on escalation and problem solving.
• Coordinate transportation, labor, WMS, tooling, Merchant Success, and Powered By stakeholders; manage Jira tickets, operational reviews, and onsite team mentoring.

Requirements

• 7+ years of experience in warehouse, fulfillment, or logistics operations, including experience in a senior or multifunction role.
• Deep knowledge of fulfillment performance and quality metrics, including SLA, UPH, defect rate, and shrink, with experience managing against contractual service levels.
• Experience with B2B and/or D2C ecommerce fulfillment operations, retailer compliance requirements, and routing guide adherence.
• Expert-level proficiency with WMS platforms and operational reporting tools.
• Experience developing and implementing SOPs and training others on standard work, ideally in a 3PL, partner, or multi-site environment.
• Excellent written and verbal communication skills, including the ability to influence senior partner leaders.
• Strong problem-solving skills and the ability to make real-time operational decisions and quarterback execution in a fast-paced, demanding environment.

Culture & Benefits

• Ownership-oriented, continuous-learning, and results-driven work environment.
• Accessible leadership, two-way feedback, transparency, and shared accountability.
• Medical, dental, vision, and basic life insurance; comprehensive benefits package.
• Paid maternity and parental leave, flexible time off, paid sick leave, and quarterly wellness days.
• 401(k) match and access to AI and productivity tools for full-time employees.