Director Of Fulfillment Operations

About Elevate Elevate Merch runs official artist storefronts, tour merchandise, e-commerce fulfillment, and warehousing for artists. Our Nashville facility ships direct-to-fan orders, supports tours and handles apparel, accessories and vinyl. The Role You own everything that happens inside the building. You will turn a newly relocated warehouse into a fast, accurate, scalable fulfillment operation: hire and lead the team, pick and implement the systems, write the SOPs, set the metrics and hit them. Merch drops and tour launches create sharp volume spikes; you plan for them so fans get the right order, on time. FulFillment Run end-to-end order fulfillment: order release, picking, packing, scan verification, shipping and carrier pickups. Build drop and pre-order playbooks: surge staffing, wave picking, hold-for-complete logic, cutoff times. Own same-day / next-day ship targets and order accuracy. Receiving, inventory and storage Receive and check in blanks and finished goods against POs; manage discrepancies with vendors and our print team. Maintain inventory accuracy with cycle counts, bin locations and a clean slotting plan. Manage racking, storage layout, climate-sensitive inventory (vinyl) and space utilization across the site. Handle returns, exchanges and damaged-goods processing. Quality assurance Set QA checkpoints for incoming product, printed goods and outgoing orders. Track mispicks, damages and customer complaints to root cause and fix the process. People Hire, train, schedule, coach, discipline and terminate warehouse staff, including temps for peak. Lead the Warehouse Manager and grow shift leads; build a safe, accountable culture. Own OSHA compliance, forklift certification and safety training. Technology and systems Select, implement and administer WMS, scan-and-pack and shipping software (e.g., Shopify, GroovePacker, ShipStation/ShipHero or similar). Keep inventory synced across storefronts; work with IT/vendors on hardware, scanners, printers and connectivity. SOPs, metrics and budget Write and maintain SOPs for every process in the building. Report weekly KPIs: orders shipped/day, dock-to-stock time, on-time ship %, order accuracy, inventory accuracy, cost per order, units per labor hour, returns rate. Own the operating budget: labor, supplies, shipping rates, equipment and facility costs; negotiate carrier and packaging contracts. Requirements 7+ years in warehouse / e-commerce fulfillment operations, including 3+ years running a site or department. Direct-to-consumer, 3PL or apparel/merch experience; comfort with high-SKU, size-run inventory and flash-sale volume. Hands-on WMS implementation experience and strong Shopify familiarity. A record of improving accuracy, speed and cost per order with numbers to show it. Experience hiring and building teams of 10–50+, including seasonal/temp labor. Strong Excel/Google Sheets; comfortable building dashboards. Lean / Six Sigma, APICS/ASCM (CSCP, CLTD) or OSHA 30 certification a plus. Music, entertainment or tour merch background a plus.

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