RareStorage Operations Manager chez K&L Wine Merchants

Job Summary

The RareStorage Operations Manager is responsible for overseeing all aspects of the warehouse facility and day-to-day operations, with a strong emphasis on refining procedures, optimizing workflows, and ensuring exceptional customer satisfaction and retention. This role partners closely with the software development team, as well as with broader operations leadership to design, implement, and improve systems that drive accuracy, efficiency, and scalability. The Operations Manager plays a key role in developing and standardizing SOPs based on hands-on operational insight, ensuring that both technology and process improvements are effectively integrated into daily practice, with the satisfaction of the end user in mind. In addition to managing RareStorage warehouse functions, this position acts as a cross-functional operator who bridges frontline execution with strategic platform performance, delivering consistent, high-quality service to customers while advancing organizational goals for operational excellence.

Essential Duties and Responsibilities

· Refine and Standardize SOPs: Develop, document, and continuously improve standard operating procedures, grounded in hands-on operational experience and customer feedback.

· Collaborate with Software Developers & Engineers: Partner with technology teams to design and test system enhancements that streamline warehouse operations, order fulfillment, and improve the customer’s user experience.

· Drive Process Optimization: Analyze workflows, identify inefficiencies, and implement solutions to improve accuracy, speed, and scalability.

· Champion Customer Service Excellence: Ensure high levels of customer satisfaction and retention by maintaining exemplary service standards, troubleshooting escalations, and effectively responding to internal and external customers in a timely manner.

· Performance Tracking & Reporting: Collaborate to define and track KPIs, monitor performance metrics, and provide regular reporting to leadership to support strategic decision-making.

· Hands-On Problem Solving: Act as a boots-on-the-ground operator, actively engaging with the warehouse floor to identify bottlenecks and implement immediate solutions.

· Continuous Improvement: Stay attuned to emerging best practices in operations, logistics, and software development to drive innovation and efficiency.

· Activity Movements: Oversees all in-bound/out-bound requests, verifies orders for accuracy and stage for storage consolidation or shipment. 

· Third-Party Troubleshooting: Resolves shipping issues via various platforms on an as needed basis (e.g. address, insurance, and shipment item updates).

· Inventory Accuracy: Conducts regular inventory cycle counts and variance investigations.

· Environmental and Security Conditions: Actively monitors temperature, humidity, and security levels to ensure optimum storage conditions; coordinates system and facility maintenance on an as needed basis.

· Locker Storage: Oversees locker storage operations at the fulfillment center and all applicable retail locations.

· Logistics: Responsible for completing high-value customer pick-ups and deliveries upon request, demonstrating the highest level of professionalism and courtesy to ensure a seamless and exceptional client experience.

· Inventory Audits and Accuracy: Assists with organizational tasks and facility preparation as assigned prior to Quarterly Physical Inventory (QPI).

· Safety & Cleanliness: Maintains facility safety, cleanliness, and organization as directed by company policy and the company operations leadership.

· Travel: Occasional travel to other RareStorage and K&L locations, as needed.

· Other: Executes all other duties as assigned.

Job Requirements

To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements below are representative of the knowledge, skills, physical environment abilities and competencies required. Reasonable accommodation may be made for individuals with disabilities to perform the essential duties.

Required Knowledge, Skills, and Abilities

· Ability to work well independently and as part of a team.

· Strong time management and organizational skills.

 · Professional written, verbal, and interpersonal communication skills. · Familiarity with CRM and WMS systems.

· Timely and professional email correspondence across departments (e.g. Customer Service, Retail, Operations).

· Ability to operate warehouse equipment safely (i.e. pallet jack, hand truck, electric access vehicle, shipping and handling equipment).

· Advanced experience working with various software programs, particularly in Office 365.

· Experience implementing and following safety standards, particularly OSHA standards.

· Valid CA driver’s license with a clean driving record.

· Flexibility to work early/late or varied days on occasion, as needed.

Physical and Environmental Requirements

· Ability to lift and carry up to 55 lbs.

· Ability to stand and walk for up to 8 hours per day.

· Ability to repeatedly lift, push, pull, bend, stoop, twist, and kneel.

· Ability to load, unload, and operate a hand truck safely.

Core Competency Requirements

· Performance Standards – Sets and maintains high performance standards; pays close attention to detail, accuracy, and completeness; shows concern for all aspects of the job and follows up on work outputs.

· Customer Focus – Consistently provides excellent service; proactively offers assistance; communicates clearly, professionally, and positively; looks for ways to add value beyond customers’ immediate needs; works diligently to find solutions when issues arise.

· Motivation – Displays energy and enthusiasm; commits to putting in additional effort; maintains a high level of productivity and self-direction.

· Reliability – Takes personal responsibility for job performance; completes work in a timely and consistent manner; follows through on commitments, reports for shifts professionally dressed and on time.

· Adaptability – Adapts positively to changing work environments, work priorities, and organizational needs; Able to effectively deal with change and diverse people.

· Teamwork – Contributes to a positive team environment; works effectively with others in the team setting and across departments; able and willing to share and receive information; puts team/company goals first.

· Professionalism – Maintains professional demeanor and communication with customers, colleagues, and management at all times; demonstrates ability to remain professional during periods of high volume or stress.

 · Communication – Expresses ideas effectively; organizes and delivers information appropriately; listens actively.

· Integrity – Acts in the best interest of the company; shares complete and accurate information; adheres to organizational policies and procedures.

· Initiative – Takes action to influence events; demonstrates a sense of urgency and responsiveness; generates ideas for improvement; does more than required.

· Problem Solving – Effectively identifies problems, analyzes relevant information, and finds solutions. Escalates issues to management team as appropriate.

· Planning and Organization – Plans and organizes tasks and work responsibilities to achieve objectives; sets priorities; allocates and uses resources properly.

· Compliance – Consistently adheres to all workplace health and safety policies.

Leadership Competency Requirements

· Leadership Skills – Leads by example. Leverages the unique contributions of each employee to move the business forward. Drives innovation. Persists with a positive attitude to overcome adversity and obstacles. Thinks outside of the box to find solutions. Projects authenticity. Inspires others to do their best work.

· Team Development – Builds effective teams that align with department and company objectives. Drives top performance through regular engagement, coaching, and training at the team and individual levels.

· Judgment & Decision Making – Acts decisively. Exercises good judgment and makes effective, timely, and informed decisions. Seeks to identify, analyze, and resolve problems effectively.

· Interpersonal Skills – Demonstrated success in partnering across the organization. Able to coach and motivate others. Fosters commitment, pride, and team spirit. Uses candor and sensitivity in dealings with others.

· Personal Attributes – Always acts in a principled manner. Demonstrates continuous learning and improvement mentality. Fosters credibility through trust and relationships. Demonstrates respect for all.

· Results Oriented – Achieves results and models a strong sense of accountability. Translates priorities and actions into measurable results. Cultivates a growth mindset regarding business and professional development. Strong project management skills.

K&L Wine Merchants is a proud Equal Opportunity Employer!

Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability, or any other status protected by law.