3PL Operations Manager

About CTK USA CTK USA INC. is a leading partner for e-commerce businesses, providing end-to-end logistics and fulfillment services across diverse industries and customers. We help merchants focus on building their brand and reaching their next level of growth through multi-channel order fulfillment services and e-commerce management software. About the Role As our 3PL Operations Manager, you'll own overall third-party logistics (3PL) site and warehouse operations across multiple clients. You'll be accountable for client relationships and SLA/KPI performance, and you'll lead our Assistant Managers, Supervisors, and Leads. The role also owns labor planning, the operating budget and cost control, client onboarding, WMS and process improvement, inventory accuracy, and safety and regulatory compliance. You'll report site performance to leadership and support P&L results for the operation. What You'll Do Site leadership Direct overall 3PL site operations across all client accounts, including receiving, putaway, inventory control, replenishment, pick/pack/ship, and returns. Set operational goals aligned with client requirements, company growth, and profitability, and ensure standards, policies, and procedures are applied consistently. Lead, develop, and hold accountable the Assistant Managers, Supervisors, and Leads, mentor future leaders, and support succession planning. Partner with HR on recruitment, performance management, employee relations, and development. Clients and performance Own client relationships at the operational level as the senior operations contact for client reviews, escalations, and issue resolution, and drive client satisfaction and retention. Own site-wide performance against client SLAs and warehouse KPIs, including order accuracy, inventory accuracy, on-time shipment, dock-to-stock time, productivity, labor utilization, overtime, and safety. Maintain KPI dashboards, run regular performance reviews with operations leadership, and put corrective action plans in place when results fall short. Lead root-cause analysis of service failures and client escalations, and make sure corrective and preventive actions stick. Maintain inventory accuracy across all accounts through cycle count programs, discrepancy investigation, and reconciliation. Labor, budget, and cost Own site labor planning and staffing strategy, aligning resources with forecasted client volumes and managing scheduling, workforce balancing, overtime, and labor costs. Manage the site operating budget and control costs, identify savings opportunities, and support P&L performance and forecasting with leadership. Onboarding, systems, and improvement Lead new client onboarding and implementation, including requirements gathering, WMS setup, workflow design, SOPs, staffing, and go-live readiness. Lead WMS optimization and continuous improvement initiatives (e.g., Lean, Six Sigma, Kaizen) across layout, inventory flow, picking methods, replenishment, and shipping. Work with other departments and with internal and external technology partners to improve the WMS and related systems. Safety, compliance, and reporting Ensure compliance with OSHA, Cal/OSHA, company policies, and applicable federal, state, and local regulations, build a strong safety culture, and stay ready for client audits and regulatory inspections. Prepare and present operational, client, KPI/SLA, labor, and cost reports to leadership. What We're Looking For 5+ years of experience in a third-party logistics (3PL) warehouse or fulfillment center environment, including at least 3 years in a management role in a multi-client 3PL operation (required). A proven record of managing client relationships and being accountable for SLAs and KPIs across multiple accounts. A demonstrated ability to lead and develop managers, supervisors, and team leads in a multi-shift environment. Strong experience in labor planning, workforce management, and productivity improvement in labor-intensive operations. Experie…

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