Manager, Operations and Logistics

Description

Top Drawer Merch is a Los Angeles–born merchandising and brand development collective that powers the future of global commerce by maximizing brand potential and deepening fan connections through premium merchandise, innovative technology, and unforgettable experiences. Rooted in legacy and driven by innovation, we set the global standard for how brands are celebrated and monetized.

The Role Remix: We’re looking for a highly organized and detail-oriented Manager, Operations & Logistics to support end-to-end logistics, order management, and fulfillment execution across both domestic and international channels.

This role sits at the center of our operations team, owning the flow of customer orders from placement through delivery, while coordinating closely with cross-functional teams to support product drops, releases, and live events (including tours and pop-ups). The ideal candidate thrives in fast-paced environments, can manage competing priorities, and proactively solve issues before they impact the customer experience

Logistics & Transportation

• Coordinate domestic and international shipments across multiple models (LTL, FTL, air ocean freight)
• Manage relationships with carriers, freight forwarders, customs brokers, and 3PL partners
• Track shipments end-to-end and proactively resolve delays, exceptions, or disruptions.
• Prepare and review shipping documentation (BOLs, commercial invoices, packing lists, customs documentation)
• Support import/export compliance and customs clearance processes

Order Management & Fulfillment

• Manage customer order flow from order creation through fulfillment and delivery
• Monitor order status across systems to ensure accurate and timely processing
• Troubleshoot order issues, including delays, inventory discrepancies, and fulfillment exceptions
• Partner with warehouse/3PL teams to ensure accurate picking, packing, and shipping execution
• Support returns, exchanges, and customer issue resolution as needed

Cross-Functional Execution (Drops, Releases, Tours)

• Partner with Brand Management, Production, and eCommerce teams to support product launches, releases and campaigns
• Coordinate inventory readiness, shipment timing, and fulfillment plans for drops and releases
• Support logistics planning and execution for live events, tours, and pop-ups (including inventory allocations and movement)
• Ensure alignment across teams on timelines, priorities, and execution plans
• Act as a central point of coordination to keep launches and events running smoothly

Operations & Process Improvement

• Maintain accurate shipment and order records across systems
• Monitor freight and fulfillment performance including cost, timing, and service levels
• Identify process gaps and recommend improvements to increase efficiency and visibility
• Assist with inventory movement planning, including inbound, outbound, and intercompany transfers

How Success Is Measured

• Service: OTIF %, order accuracy, on-time ship, average cycle time, promise-kept rate.
• Cost & Inventory: cost per order, picks per labor hour, inventory accuracy, turns, aged stock reduction.
• Experience: contact rate, WISMO %, returns rate, CSAT/NPS, exception resolution time.
• Scalability: peak readiness, automation/adoption, vendor/3PL scorecards, continuous-improvement wins.
• Financials: forecast accuracy, contribution margin, productivity vs. plan.

Requirements

• 2-5 years of experience in logistics, transportation, order management, or supply chain operations
• Hands-on experience with both international and domestic shipping (required)
• Familiarity with multiple transportation modes (air, ocean, ground)
• Experience managing or supporting customer order fulfillment workflows
• Working knowledge of import/export processes, incoterms, and customs documentation
• Ex…