Senior Operations Manager (Outbound)

Intellisource

Worcester, MA

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JOB DETAILS

SKILLS

Benchmarking, Best Practices, Business Process Outsourcing, Cadence, Coaching, Compensation and Benefits, Construction Safety, Continuous Improvement, Corrective Action, Customer Relations, Data Processing, Distribution Operations, Distribution Services, Diversity, Documentation, Ergonomics, Hazard Analysis, High Availability, Housekeeping/Cleaning, Incident Management, Leadership, Lean Six Sigma, Less Than Truckload (LTL), Maintain Compliance, Manufacturing Operations, Metrics, OSHA, Onboarding, Operations Management, Order Management, Order Picking/Packing, Order/Customer Fulfillment, Outsourcing, Pallet Jack, Performance Analysis, Performance Metrics, Performance Reviews, Problem Solving Skills, Process Management, Property Management, Quality Control, Quality Management, Quality Metrics, Record Keeping, Regulatory Compliance, Release Management/Engineering, Returns Processing, Root Cause Analysis, Safety Compliance, Safety Training, Service Level Agreement (SLA), Six Sigma, Startup, Talent Management, Team Lead/Manager, Time Management, Train-the-Trainer, Training/Teaching, USPS (United States Post Office)

LOCATION

Worcester, MA

POSTED

Today

Description

ABOUT INTELLISOURCE

IntelliSource is a national outsourcing partner specializing in Business Process Outsourcing (BPO), Recruitment Process Outsourcing (RPO), and Total Talent Management. With deep roots in high-volume fulfillment, distribution, and manufacturing operations, IntelliSource delivers end-to-end solutions that drive measurable results - on time and on target.

ABOUT THE ROLE

IntelliSource is seeking a results-driven Senior Operations Manager to own all back-half outbound operations at a fulfillment and distribution centeron a fixed-term contract engagement. Reporting directly to the Building Manager, this role carries full accountability for pick, pack, ship, and returns - the final mile of the building's promise to the customer.

This is a senior people leader and operational performance driver. The right candidate brings proven outbound expertise, a relentless focus on accuracy and on-time shipment, and the ability to build, develop, and push a high-performing supervisory team. They know how to read a wave, react to volume spikes, and still close the building on time.

Contract Duration: Immediate start through January 31, 2027. Project completion bonus equivalent to 20% of total salary paid upon meeting specific project milestones or the final delivery

PRIMARY RESPONSIBILITIES

Outbound Operations Ownership
- Own all back-half outbound operations outcomes including order picking, packing, shipping, and returns processing
- Manage order wave release coordination with the WMS team to maximize labor efficiency and ensure all outbound SLAs are consistently met
- Ensure parcel and pallet accuracy; maintain carrier pickup compliance across all outbound lanes and sort systems
- Drive quality inspection standards to minimize mispicks, damages, short shipments, and customer-facing errors
- Partner with the inbound team to manage replenishment velocity and maintain pick zone availability for continuous order flow

Supervisory Leadership
- Lead, develop, and hold accountable a team of outbound supervisors and frontline leads across all shifts
- Set clear daily and weekly performance expectations; conduct regular coaching conversations and formal performance reviews
- Build a culture of speed, accuracy, and pride of ownership within the outbound department
- Partner with the Building Manager on headcount planning, wave staffing, and surge coverage models

Safety & Compliance
- Champion a safety-first culture on the outbound floor - model and enforce PPE compliance, conveyor and sortation safety, ergonomic best practices, and housekeeping standards
- Facilitate daily safety topics and participate actively in building safety walks and hazard identification processes
- Respond to and properly document all injuries, near-misses, and safety observations in the outbound area
- Partner to implement corrective actions from safety audits and incident reviews

Train-the-Trainer Program
- Serve as a certified trainer and active champion of IntelliSource's Train-the-Trainer (TtT) program within the outbound department
- Ensure all outbound supervisors and leads are certified and executing structured onboarding, skill development, and performance coaching for new associates
- Monitor trainer effectiveness; continuously update outbound-specific training materials to reflect process changes, productivity standards, and safety requirements
- Identify high-potential frontline associates and develop clear pathways for advancement into lead and supervisory roles

KPI Management & Reporting
- Own outbound KPI performance; review metrics daily and drive corrective action plans when performance falls below target
- Deliver accurate outbound performance reports to the Building Manager on a defined cadence
- Lead root cause analysis for outbound performance gaps; implement and track structured improvement initiatives
- Maintain accurate WMS records, timekeeping, carrier documentation, and compliance reporting across all outbound operations

KEY PERFORMANCE INDICATORS (KPIS)

The completion bonus is tied to achieving 85% or greater across the following KPIs at project close:
- Units Per Hour (UPH) throughout Building
- Order & Receive Accuracy Rate
- On-Time Shipment Rate
- Dock-to-Stock Cycle Time
- Inventory Accuracy
- Safety Recordable Incident Rate (RIR)
- Associate Retention (90-Day)
- Train-the-Trainer Certification Rate
- Schedule Adherence / Attendance Rate

QUALIFICATIONS

Required
- 5+ years of progressive operations leadership with direct accountability for outbound / back-half operations at a fulfillment center, distribution center, or comparable high-volume facility
- Proven track record managing outbound teams of 30+ associates across multiple shifts, with full ownership of shipment accuracy and on-time delivery
- Deep knowledge of pick, pack, ship, and returns processes including wave management, sortation, carrier compliance, and parcel/LTL operations
- Hands-on WMS experience - proficiency in outbound order management, wave release, and shipping modules required
- Strong OSHA/safety compliance background with documented experience reducing outbound-area incidents
- Experience participating in or delivering a structured Train-the-Trainer program

Preferred
- Prior experience in a senior-level contract or project-based operations role
- Experience with pick-to-light, put-to-light, sortation conveyors, or automated packing systems
- Familiarity with multi-carrier shipping platforms and carrier compliance requirements (UPS, FedEx, USPS, LTL)
- Experience leading outbound operations during facility ramp-up, startup, or peak-season periods
- Lean, 5S, or Six Sigma awareness; experience with structured problem-solving and continuous improvement

Candidate Profile
- A high-energy, performance-driven operations leader who thrives under daily shipment pressure and builds teams that deliver - consistently
- Urgency without chaos: this leader knows how to push pace, maintain quality, and keep the floor safe all at once
- Communicates with clarity and directness across all levels of the organization
- Motivated by a defined-term contract with clear deliverables, a hard close date, and meaningful financial upside tied to performance

COMPENSATION & BENEFITS

Competitive base salary commensurate with Senior Operations Manager / Outbound Manager market benchmarks
Salary range from $100,000 - $120,000 + bonus
Project completion bonus equivalent to 20% of total salary paid upon meeting specific project milestones or the final delivery.
Full benefits package including medical, dental, and vision coverage
Contract end date of January 31, 2027 with potential for engagement extension based on mutual interest

WE ARE INTELLISOURCE

At IntelliSource, you will always be learning and improving in our consistently fun and challenging environment. We celebrate our differences, value our unique perspectives, and recognize milestones to uplift each other and be our best in what we do. IntelliSource is a reflection of our people. We are committed, inclusive, and lead with intention. Our varied departments are in full alignment to reach the common goal of seeking and identifying opportunities to ignite the possibilities within us and those around us. Whether remote, at a satellite location, onsite with a customer, or at our headquarters office - we take great pride in our company culture and the diversity within our organization that has developed over the years.

EOE STATEMENT

IntelliSource, LLC is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. We are an E-Verify Employer.

Our company processes candidate data in line with our Candidate & Recruitment Privacy Notice. You can view it at: By submitting your application, you confirm that the information you provide is accurate and that you have read our Candidate & Recruitment Privacy Notice, which explains how we collect, use, share, and retain your personal data and how you can exercise your rights.

About the Company

Intellisource

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