Customer Implementation Manager Jobs in Santa Rosa, CA

WeShip Express is looking for an onsite General Manager to lead our team in the Napa, California area.

WHO WE ARE

WeShip Express is an industry leading e-commerce specialized logistics company with over 20 years of compliance and shipping experience. Our all-hands-on deck team is dedicated to providing a reliable and efficient delivery experience. An entrepreneurial spirit with a commitment to our partners is the foundation of our culture and guides our vision. WeShip Express is growing our core business and expanding into new verticals and delivery systems. We are looking for enthusiastic, motivated, and creative people to join our team.

WHAT YOU'LL DO

The General Manager is responsible for the strategic leadership, operational performance, and financial management of multiple warehouse and fulfillment facilities within the Napa, California region. This role provides oversight of warehousing, distribution, fulfillment operations, inventory management, customer service, transportation coordination, and client relationships while ensuring operational excellence, scalability, profitability, and exceptional customer experience.

This leader will partner closely with executive leadership, customers, sales, and other cross-functional departments to drive operational efficiency, continuous improvement initiatives, service performance, employee engagement, and long-term business growth. The General Manager serves as a key customer-facing leader and is expected to build strong client relationships while ensuring fulfillment and operational commitments are consistently achieved.

Essential Functions and Basic Duties

• Develop, implement, and monitor operational systems and processes to provide visibility into the goals, progress, and obstacles of key initiatives by department.
• Plan, direct, control, implement and evaluate budgets for each location to achieve financial objectives.
• Establish relationships with other departments, vendors, and customers to make decisions regarding operational activity and strategic goals.
• Plan, monitor, and analyze key metrics for day-to-day operations to ensure efficient and timely completion of tasks.
• Devise strategies to implement process improvements to Provide strategic leadership and oversight for multiple warehouse and fulfillment operations.
• Develop and execute operational strategies aligned with company objectives, customer expectations, and growth initiatives.
• Lead daily operations including warehousing, order fulfillment, inventory control, shipping, receiving, transportation coordination, and customer support functions.
• Establish operational goals, KPIs, and performance standards to ensure service, productivity, and financial objectives are achieved.
• Drive continuous improvement initiatives focused on productivity, quality, accuracy, customer satisfaction, and cost reduction.
• Develop scalable operational processes and infrastructure to support business expansion and evolving customer requirements.
• Monitor operational metrics and implement corrective actions as needed to improve efficiency and performance.
• Ensure all facilities maintain high standards related to safety, housekeeping, compliance, and operational excellence.
• Oversee fulfillment operations to ensure accurate, timely, and cost-effective processing of customer orders across multiple channels.
• Partner directly with customers to understand operational needs, service expectations, onboarding requirements, and performance concerns.
• Serve as a senior escalation point for customer operational issues, service concerns, and fulfillment challenges.
• Lead customer business reviews and operational meetings while maintaining strong client relationships.
• Collaborate with Sales, Customer Service, IT, and Logistics teams to improve customer experience and operational execution.
• Ensure service level agreements (SLAs), shipping timelines, inventory accuracy standards, and customer KPIs are consistently achieved.
• Support implementation and onboarding of new customers, operational processes, and fulfillment programs.
• Develop and manage operational budgets, labor plans, and capital expenditure initiatives.
• Analyze operational and financial data to identify trends, risks, and opportunities for improvement.
• Forecast staffing, operational capacity, and resource requirements based on customer growth and business demands.
• Identify and implement strategies to improve profitability while maintaining service excellence.
• Lead, mentor, and develop operational leadership teams across multiple facilities.
• Foster a culture of accountability, teamwork, communication, safety, and continuous improvement.
• Partner with Human Resources regarding recruiting, employee relations, disciplinary actions, and organizational development initiatives.
• Ensure compliance with all company policies, OSHA requirements, labor laws, and operational regulations.
• Champion workplace safety initiatives and ensure safety programs and training are effectively maintained.
• Lead special projects and operational initiatives as and duties as assigned.

Supervisory Responsibilities

• Directly supervises Facility Manager and Warehouse and Fulfillment Supervisors at two facilities. Two facilities may be combined into one in future.
• Carries out managerial responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include training employees, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS

Knowledge Skills and Abilities Required

• Strong knowledge of warehouse operations, fulfillment operations, inventory management, and supply chain best practices.
• Proven leadership experience managing multi-site warehouse and fulfillment operations.
• Strong customer-facing experience with the ability to build and maintain professional client relationships.
• Demonstrated ability to lead operational growth and process improvement initiatives.
• Experience managing operational budgets, labor planning, and financial performance.
• Strong analytical and problem-solving capabilities with data-driven decision-making skills.
• Excellent communication, presentation, and interpersonal skills.
• Ability to effectively lead within a fast-paced, high-volume operational environment.
• Proficiency with WMS systems, ERP platforms, Microsoft Office Suite, and operational reporting tools.
• Experience with direct-to-consumer (DTC), retail, wholesale, and/or e-commerce fulfillment operations preferred.
• Bilingual skills are a plus.

Experience:

• 5 + years wine fulfillment experience required
• 7+ years of progressive leadership experience in warehouse, logistics, fulfillment, or supply chain operations.
• 5+ years of multi-site operational leadership experience preferred.
• Experience managing customer relationships within a third-party logistics (3PL), fulfillment, distribution, or warehousing environment strongly preferred.

.

Education:

• Bachelor’s degree in Supply Chain Management, Business Administration, Logistics, Operations Management, or related field preferred. Equivalent combination of education and operational leadership experience may be considered

WHAT WE OFFER

• Opportunity to join a growing industry and company
• Competitive compensation
• Hiring range for Base Compensation Range: $120,000 - $160,000; actual offer dependent on experience and qualifications
• Benefits package includes Medical, Dental, and Vision
• Additional benefits available for Life and AD&D, Disability, Critical Illness, Accident, Hospital Indemnity, Identity Protection, Pet Insurance, and Legal Services Flexible Spending (FSA) and Health Savings (HSA) Accounts
• 401K retirement plan with company match
• Work from home stipend to support your home office
• Paid time off including vacation, sick days and floating holidays