Senior Manager - Inventory and Customer Success at Brilliant

Title: Senior Manager Inventory and Customer Success

Location: Waukegan, Illinois (onsite 5 days/week)

Reports To: Senior Director of Global Fulfillment

Compensation: $90,000-110,000 plus benefits and equity

About Brilliant:

Brilliant is an innovative branded products and corporate gifting company. Built with our clients in mind and a focus on creativity and technology, Brilliant curates, produces, and helps companies distribute memorable branded merchandise and custom products. Whether it's newsworthy press kits, welcome gifts for new employees, merchandise sets to promote a product launch, or giveaways people love - our team of retail trend experts and designers work together to produce impactful products that bring brands to life.

As a full-service partner, we offer product concepting, sourcing, design, custom packaging, merch collections, company stores, touchpoint gifting, warehousing, fulfillment and distribution.

Technology is part of our DNA. Our proprietary systems gives clients instantaneous access to important information and tools, including real-time inventory data, on-demand fulfillment services, and convenient 3rd party system integrations, such as Salesforce, Workday, and Zapier - reducing busy work and creating a seamless experience for gift givers and receivers.

What You’ll Do:

The Senior Manager – Inventory and Customer Success is the senior operational leader of the fulfillment center, responsible for building and operating a scalable, process-driven eCommerce fulfillment operation. This role owns end-to-end execution across inbound receiving, inventory management, picking, packing, shipping, and returns, with a strong emphasis on speed, accuracy, standardization, and system integrity.

You’ll lead a multi-layered team across multiple shifts and partners closely with internal teams to align daily operations with broader business needs. This role balances floor-level engagement with longer-term strategic planning to improve performance, reduce friction, and support company-wide objectives.

Operational Leadership

• Oversee all aspects of fulfillment execution: inbound receiving, inventory put-away, order picking, kitting, packing, and outbound shipments.
• Ensure day-to-day operations meet service-level agreements (SLAs), quality standards, and cost expectations.
• Establish shift-level performance goals, labor assignments, and throughput targets to align execution with demand.
• Monitor fulfillment workflows for bottlenecks or inefficiencies and implement corrective actions.

People Management & Team Development

• Lead a high-performing team of managers, supervisors, leads, and hourly associates across a multi-shift operation.
• Build an engaged, accountable team culture focused on safety, communication, and performance.
• Support leadership development through coaching, succession planning, and stretch opportunities.
• Ensure staffing models align with forecasted volume and labor productivity goals.

Strategic Fulfillment Planning

• Collaborate with internal teams (customer success, procurement, project management) to align warehouse readiness with program timelines and launch dates.
• Design and implement scalable workflows to support increasing order complexity, SKU count, and multi-client execution.
• Translate strategic business objectives into operational requirements and team-level plans.
• Ensure consistent execution across fulfillment zones and product lines through standardized procedures and visual controls.

Process Improvement & Performance Management

• Drive ongoing improvements to fulfillment accuracy, labor efficiency, and inventory accuracy.
• Build and refine SOPs that reduce errors, improve pick/pack times, and enable cross-training.
• Develop and maintain dashboards, shift reports, and weekly reviews to drive operational visibility.
• Ensure that learnings from missings, returns, or quality checks are fed back into process improvements.

Cross-Functional Collaboration

• Serve as the operational lead in cross-department meetings focused on order execution, timelines, and fulfillment readiness.
• Act as the escalation point for fulfillment-related challenges, communicating root causes and solutions to stakeholders.
• Provide operational updates and insights to senior leadership through recurring reviews and planning cycles.

Safety, Compliance & Culture

• Ensure full compliance with company policies and OSHA regulations.
• Maintain a clean, safe, and organized facility across all work areas and shifts.
• Lead regular safety meetings, training, and corrective action plans when necessary.
• Model and reinforce Brilliant’s values and commitment to excellence at every level of the operation.

What You’ll Bring

• 6+ years of experience in warehouse or fulfillment operations, with at least 3 in a senior leadership role
• Strong background in high-SKU, high-volume, or project-based fulfillment
• Experience managing multi-shift teams and building scalable operations
• Proven ability to improve processes, drive accountability, and lead cross-functional alignment
• Hands-on, floor-oriented leader with strategic thinking and strong communication skills
• Bi-lingual (English/Spanish) strongly preferred

Why Join Us

Brilliant Perks & Benefits: We’re pleased to offer our full-time teammates Medical, Dental, & Vision benefits in addition to perks like flexible PTO, paid company holidays, and a work from home stipend for new hires!

Impact at scale: Work with top brands and support thousands of personalized gifting experiences annually

Cutting-edge tech stack: By building our technology in-house as well as hosting our own fulfillment center, we blend curated technology and powerful systems to provide curated offerings, fulfillment workflows, and automation

Hands-on collaboration: Join a team that’s passionate about providing high quality, curated offerings, that enhance brand and employee loyalty, while working cross-functionally across the organization.

Global footprint: Support clients across 180+ countries and impact the full giftee journey

Growth & innovation: Contribute to developing new platform capabilities and workflow possibilities

EEOC Statement:

Brilliant is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy, or any other characteristic protected by law. Our policy of equal employment opportunity applies to all aspects of employment, including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. We are committed to fostering a fair and merit-based workplace where every employee feels valued and respected.