Retail Operations Manager

Skylight; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Skylight, a technology startup building the OS of the family, seeks a Retail Operations Manager to own global retail fulfillment for big-box, specialty and international accounts including Target and Best Buy. You will ensure accurate on-time delivery, manage 3PL warehouses, freight carriers, and retailer operations teams.

The role requires strong analytical skills, attention to detail, and excellent communication.

Qualifications

• Bachelor's degree in SCM, Logistics, Business Administration, or related field.
• Strong analytical and problem-solving abilities with data-driven decision making.

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.

Skills

Analytical skills

Attention to detail

Excellent communication skills

Education

Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or related field

Tools

NetSuite

Warehouse management systems

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