Riptide is Canada's top-rated fulfillment and 3PL partner serving E/retailers and wholesaler with a specialized focus in the Canadian decorative plumbing and home improvement sectors. Riptide’s deep understanding of the market’s unique needs cultivates strong and lasting partnerships with world class manufacturers while allowing for an unparalleled fulfillment and customer experience. Riptide’s partners rely on the our team to seamlessly and reliably inventory, process, fulfill and immediately deliver product – with the manufacturer’s brand integrity and customer satisfaction top of mind at each step.
Riptide Fulfillment’s core values center on people and partnerships, through the supporting tenets of Fairness and Caring, Trust and Respect, Generous Listening, & Straight Talk.

The Operations Manager is a hands-on, roll up the sleeves role that owns the end-to-end performance of Riptide’s single-site fulfillment center and is a key management pillar in the success and growth path of Riptide.  

This role is responsible for:

• Daily execution of same-day order fulfillment
• Inventory accuracy and control
• Logistics and freight management
• Shipping performance best practices for Etail required SLAs
• Receiving, package inspections and warehousing best practices
• Returns, scrapping and donation management
• Launching and managing 3PL/fulfillment programs
• Process Improvement  
• Health & Safety
• Warehouse maintenance management
• Recruit, lead, train and mentor FC team

Key Responsibilities

Fulfillment Performance & Leadership

• Own internal KPI’s and external SLA obligations: including, OTIF, same-day ship %, VTR tracking, order/fulfillment accuracy, damage rates, etc.
• Lead receiving, put-away, picking, packing, and shipping
• Ensure white-glove over-pack standards for fragile plumbing products
• Manage 4 PM same-day cut-off execution
• Manage all order processing systems including ERP (M3), EDI, ShipStation systems and process flows
• Establish labor planning, training and development to meet demands and performance metrics
• Engage and aid in physical daily tasks as is required such as picking, packing, placing, inspecting, receiving etc. as backup/as needed

Inventory & Systems

• Drive and maintain franchise level inventory management processes to maintain industry-leading accuracy
• Optimize warehouse configuration, slotting, and replenishment for best in practice organization, safe keeping, fast picking and order accuracy
• Reduce mispicks, shortages, and returns
• Partner with purchasing on inbound compliances and PO matching
• Lead annual inventory counts and spot/cycle counts
• Maintain clean, safe racking and warehouse facilities to ensure secure product handling and storage
• Continuous improvement in fulfillment warehouse systems, including physical layouts, capital equipment, AI and technology recommendation/implementation, EDI interface processes, etc.

Transportation v& Customer Experience

• Manage all parcel/LTL carriers and related systems
• Improve damage and claims performance
• Support e-tailer routing guides (Amazon, Wayfair, big-box, wholesale)

Build New Capabilities

• Contribute to leadership team strategic initiatives including expanding shipping footprint, shipping best practices, 3PL program development, KPIs, and other as identified

Team Leadership

• Develop, train and support teammates for exceptional performance and engagement
• Establish standard operating procedures and training
• Champion safety and engagement

Administration and Warehouse Management

• Create KPI accountability and warehouse reporting
• Update KPI’s and monitor operational performance on a daily, monthly and quarterly basis
• Oversee and engage when necessary in system receiving (ERP), shipping platforms (ShipStation), etailer fulfillment systems
• Oversee maintenance of warehouse and order appropriate and required expenses, including but not limited to warehouse, docks, racking, H&S, packaging supplies and other required expenses for the effective, efficient and safe operation of the fulfillment and inventory centre

• 5+ years in fulfillment/distribution leadership
• E-commerce and drop-ship experience
• WMS expertise and process design
• Parcel/LTL carrier management
• Lean / continuous improvement mindset
• Experience with fragile products an asset
• Excellent organizational and time management skills
• Attention to detail essential inherent aptitude  
• Ability to manage multiple tasks at once and delegate effectively
• Experience in building, mentoring and support teammate and team growth
• Flexibility to adapt to changing business requirements

Riptide’s Commitment To You
You will be a valued core player in a high-performance fast paced environment with opportunities for learning and growth.

• Competitive base compensation and an industry-leading profit-sharing opportunity
• Comprehensive Benefits and Wellness programs
• Optional Pension Plan and Group RRSP
• Salary Range: $55,000 - 75,000

Riptide is an equal opportunity employer and is committed to maintaining a discrimination, harassment, and barrier free workplace where all employees can contribute to their fullest potential. Riptide is committed to diversity, equity, and inclusion in our workplaces. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, colour, creed, place of origin, sex, sexual orientation, gender, gender identity, gender expression, religion, family or parental status, or any other characteristic protected by the law. We welcome applications from all minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, neurodiversity, and others who may contribute to the further diversification of ideas.

Riptide uses third-party artificial intelligence to assess resumes to facilitate the review of candidates.