Retail Operations Manager

Skylight; San Francisco (CA); On-site; USD 120,000 - 135,000; Full time

Benefits offered by this job

Equity package

401K matching

Wellness budget

Home-office budget

Medical, dental & vision plans

Unlimited PTO

Company holidays on first Friday

Job summary

Skylight is seeking a Retail Operations Manager to own global wholesale fulfillment for big box, specialty, and international accounts. You’ll work closely with Sales, Planning, and 3PLs to ensure on-time delivery and optimal cost across US and international markets.

The role emphasizes building scalable processes, reporting, and SOPs, with a focus on KPI-driven performance and cross-functional collaboration. Strong analytical and communication skills are essential.

Qualifications

• Bachelor’s degree in Supply Chain, Logistics, Business Administration, or related field.
• 4+ years of experience in retail fulfillment operations or supply chain management.
• Experience managing fulfillment with 3PLs to retailers.
• Experience with outbound transportation management and broker/carrier negotiations.
• Experience with EDI order flow (850/856/810) and retailer portals.
• Proficiency as a user of warehouse management systems.
• Strong analytical, problem-solving, and data-driven decision-making skills.
• Excellent project management skills and cross-cultural leadership.

Responsibilities

• Execute global fulfillment for retail accounts to optimize delivery performance and customer satisfaction.
• Develop and monitor KPIs such as on-time delivery, fill rate, lead time, and cost.
• Track shipments and inventory against retailer on-hand quantities and sell-through.
• Communicate with retailer partners on planned orders and coordinate with Sales and Planning on forecast changes.
• Establish and maintain relationships with 3PLs and outbound carriers.
• Manage 3PL fulfillment including SOPs and retailer routing guides.
• Monitor order processing lead times and troubleshoot issues to meet retailer criteria.
• Execute EDI documents to ensure timely retailer communication.
• Maintain NetSuite order management through fulfillment stages.
• Lead dispute resolution for shipment penalties and order errors.
• Handle onboarding of new retailers and product launches with cross-functional teams.
• Document processes for cross-coverage and lead continuous improvement in global fulfillment.

Skills

Retail fulfillment

Analytics

Project management

Data-driven decisions

Communication

Education

Bachelor’s in Supply Chain / Logistics

Tools

EDI systems (850/856/810)

NetSuite

Warehouse Management Software

Broker/Carrier negotiations

Job description

Skylight is a technology startup building the OS of the family. We make Skylight Calendar, the smart calendar loved by millions of families (plus Wired and Wirecutter). Calendar 2 launched earlier this year to rave reviews, and our newest product, Skylight Buddy, was just named one of TIME’s Best Inventions of 2026.

Our mission is to connect loved ones by creating the world’s simplest products and services that improve family life. Our founders are former venture capitalists and serial entrepreneurs who have scaled this business to $300M+ in annual revenue while being completely bootstrapped and profitable. We get to grow a happy, healthy company focused on making products our customers love without investors breathing down our necks.

Smart, hardworking people who care about making actually meaningful products love working here. People like you. We’re busy inventing new ways to simplify family life and help parents raise great kids – and we need your help! Come invent something new with us.

About the Role:

The Retail Operations Manager will own the day to day execution & scale of our global retail operations for our big box, specialty, and international accounts: Target, Best Buy, BJ’s, and the new retailers we are onboarding. You will work side by side with a peer who runs our club channels, and you will cover for each other. You will be responsible for tracking and maintaining high wholesale customer satisfaction by delivering products accurately and on time. You will proactively manage 3PL warehouses, freight carriers, and the relationships with our wholesale retailers’ operations teams. It is also imperative you work closely with our sales teams. This role requires building and maintaining scalable processes, tools, and reporting while ensuring consistent delivery experiences across multiple markets globally. The ideal candidate has strong analytical skills, attention to detail, and excellent communication skills.

Responsibilities:

• Execute global fulfillment for your retail accounts to optimize delivery performance, cost efficiency, and customer satisfaction across US & international markets (OTIF).
• Develop and monitor KPIs for your accounts, including on-time delivery, fill rate, lead time, chargeback %, and cost.
• Track incoming shipments and quantities, and run analysis on inventory levels against Retailer on-hand quantities, sell-through, planned orders, and incoming shipments to find gaps and surplus.
• Communicate with Retailer partners / inventory teams on planned future orders and open shipments. Partner with Sales and Planning on forecast changes.
• Establish and maintain relationships with 3PLs, outbound transportation brokers, and outbound carriers (FTL, LTL, parcel).
• Manage 3PL fulfillment for your wholesale accounts, including creating and maintaining Standard Operating Procedures (SOPs) for each retailer.
• Own each retailer’s routing guide and compliance requirements: labels, ASN accuracy, packaging, and appointment rules. Keep the 3PL current on changes.
• Monitor and report order processing lead times, troubleshoot, and elevate issues (missed appointments, missed ship dates, late deliveries, etc.) ensuring all Retailer criteria are met for each order.
• Execute EDI documents (850-Purchase Order, 856-Advanced Ship Notice, 810-Invoice) to ensure accurate and timely systematic communication with our wholesale retail customers.
• Maintain order management system of record - NetSuite - moving orders through standard fulfillment phases: intake & validation, 3PL warehouse allocation, and customer delivery.
• Lead dispute resolution for shipment penalties, order errors, or other fees assigned by the retailer, including documentation from the 3PL and carrier to submit through the retailer portal.
• Lead onboarding of new retail partners and new product launches into retail, with Sales, Planning, and the 3PL.
• Document your processes so your peer can cover your accounts, and cover theirs in return.
• Lead continuous improvement initiatives across global fulfillment operations.

Qualifications:

• Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or related field
• 4+ years of experience in retail fulfillment operations, or supply chain management
• Demonstrated experience managing fulfillment and delivery operations with 3PLs to retailers
• Proven experience managing fulfillment for the following retail accounts (Target, Best Buy)
• Experience with outbound transportation management and broker/carrier negotiations
• Experience with EDI order flow (850 / 856 / 810) and retailer portals
• Proficiency as a user of warehouse management systems
• Advanced analytical and problem-solving skills with data-driven decision-making ability
• Excellent project management skills with experience leading cross-cultural teams

Bonus Points for:

• Proven experience managing fulfillment for the following retail accounts (Costco, Walmart, Sam’s Club, BJ’s)
• Experience onboarding new retailers or running a distributor program
• Experience with international retail shipments (ocean, forwarders, direct-to-retailer)
• MBA or MS in Supply Chain Management, International Business, or related field
• Experience with major ERP systems (NetSuite) and fulfillment automation platforms
• Six Sigma certification or similar process improvement qualifications
• Multi-lingual capabilities
• Track record of successful change management in complex organizations

Our Commitment:

We value diverse experiences, backgrounds, and perspectives—and we hire kind, thoughtful people who care deeply about their work. If you're reading this and think, “I don’t check every box,” but still feel excited about the role.

Our competitive compensation package includes:

• Competitive Salary + Equity Package
• 401K matching
• Wellness, learning, and home-office budgets
• Health, Dental & Vision Medical Plans
• Tremendous autonomy to set the direction of your work
• Unlimited PTO
• Company holidays on the first Friday of every month (Excluding November, December, and January)

The anticipated base salary range for this position is $120k-$135k per year. This range reflects the compensation Skylight reasonably and in good faith expects to pay for the position at the time of posting. Actual compensation will be determined based on job‑related factors, which may include experience, qualifications, skills, education, geographic location, and internal equity. Skylight also offers benefits, including medical, dental, vision, and paid time off.

Equal Employment Opportunity

Skylight is an equal opportunity employer committed to building a diverse and inclusive team. All qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other characteristic protected by applicable federal, state, or local law. Pursuant to the San Francisco Fair Chance Ordinance, Skylight will consider for employment qualified applicants with arrest and conviction records.