Position Overview
The Fulfillment Manager owns every order from the moment production marks it complete to the moment the customer has it in hand. This is one of the highest-volume and most visible departments at Big Visual Group, responsible for installations, deliveries, shipping, customer pickups, and incoming receiving.
The Fulfillment Manager leads the scheduler, fulfillment employees, and installation crew. The role requires strong people management, calm operational thinking under pressure, and the ability to build trust with the sales team and other departments. Every order BVG ships passes through this department, and the Fulfillment Manager is accountable for the customer experience at the final mile.
The Fulfillment Manager is expected to be present on the production floor and in the Bay daily, accessible to installers in the field, and actively engaged with adjacent departments.
Key Responsibilities
- Directly supervise the scheduler, fulfillment employees, and installation crew; set clear daily and weekly expectations for each position and verify they are met.
- Conduct regular one-on-ones with direct reports and coach for skill development, not just compliance.
- Identify training and skill gaps and close them through direct coaching, paired work, or structured training.
- Manage performance issues fairly, document them appropriately, and partner with HR on escalations.
- Lead recruitment, interviewing, and onboarding for new department hires.
- Own the end-to-end fulfillment workflow: inspection, packaging, staging, scheduling, execution, and closeout.
- Verify daily that next-day jobs are properly pulled and staged before fulfillment employees leave for the day.
- Maintain the Bay as an organized, safe, and efficient workspace.
- Oversee receiving of incoming shipments and materials; ensure damage and discrepancies are flagged same-day.
- Manage the installation and delivery calendar in coordination with the scheduler.
- Ensure customer-facing notifications fire reliably and accurately through Zuper and related systems.
- Establish and enforce standards for install completion documentation, including photo quality, customer sign-off, and timely closeout in Zuper.
- Review a sample of completed install photos daily and provide direct coaching to installers when standards are not met.
- Investigate every cannot-complete job, log root cause, and drive corrective action when patterns emerge.
- Maintain accurate records to support invoicing, customer disputes, and internal review.
- Oversee the scheduling inbox; ensure responses are substantive, timely within a two-hour SLA during business hours, and include clear next steps.
- Coach the scheduler on customer-facing communication quality.
- Personally engage when a customer issue requires manager-level handling.
- Own department KPIs including cannot-complete count and cause, average time from built to install close, and average time from built to delivery close.
- Build and maintain individual installer performance visibility over time.
- Report department status, wins, and issues to the VP of Operations on a recurring cadence.
Collaboration & Communication
- Serve as the primary fulfillment voice in cross-departmental discussions, including production planning and sales escalations.
- Build a working relationship with the sales team that is honest, fact-based, and proactive.
- Communicate upstream to production management when install or delivery commitments require prioritization.
- Represent fulfillment in operations and production meetings as needed.
- Promote a positive and collaborative team environment and grow the team as the company grows.
Qualifications
Education:
- High school diploma or equivalent required. Technical school, trade school, or college coursework in operations, business, logistics, or a related field preferred.
Experience:
- Three or more years of supervisory or management experience in operations, logistics, field service, construction, signage, print, or a related industry.
- Experience managing a team of at least five direct reports, including field-based or mobile workers.
- Demonstrated experience coaching employees with skill gaps, not just managing performance issues.
- Familiarity with installation workflows, field service operations, or production-to-delivery handoffs.
- Experience working with sales teams and managing cross-departmental friction strongly preferred.
Skills:
- Strong people management instincts and the ability to lead a team with consistency and fairness.
- Comfortable having hard conversations, including performance feedback and conflict resolution.
- Calm and organized under pressure; able to triage in real time without losing sight of root causes.
- Detail-oriented with strong follow-through; comfortable spot-checking work without micromanaging.
- Excellent written and verbal communication; able to write a clear customer email and a clear internal report.
Technical Skills:
- This role is not paper-driven. The Fulfillment Manager is expected to be a confident user of software systems and to model that competence for the team.
- Microsoft 365 (Outlook, Excel, Teams, SharePoint): daily working proficiency.
- Field service management software, such as Zuper, ServiceTitan, FieldEdge, or Jobber: comfortable with scheduling, job dispatch, and reporting. Direct Zuper experience preferred.
- CRM workflows: general comfort with order-tracking and customer management systems. BVG uses CoreBridge.
- Spreadsheet fluency: filtering, sorting, and basic formulas. Capable of pulling a list and finding the pattern in it.
- Self-directed learner: able to figure out new software with minimal outside support.
- Experience with workflow automation tools such as Power Automate or Zapier is a plus.
Other Requirements:
- Valid driver’s license and clean driving record; occasional vehicle use required.
- Ability to lift and move materials up to 50 lbs when assisting on the floor.
- Available on-site during standard business hours; flexibility during peak periods or critical project deadlines.
Working Conditions
- This role operates primarily in a production and warehouse environment, with regular time spent in the Bay, on the production floor, and at a desk.
- Weekly site visits to customer locations may be required for high-priority installations, escalations, or training.
- Exposure to typical production noise, forklift and vehicle traffic, and varying temperatures in the warehouse area.
- Flexible work hours may be required during peak periods or critical project deadlines.
ADA Requirements
- Ability to perform essential job functions with or without reasonable accommodation.
- Ability to stand, walk, sit, and move throughout the facility for extended periods.
- Ability to use standard office equipment and computer systems.
- Ability to occasionally lift and move materials up to 50 lbs.
Application Process
Please submit your resume and cover letter detailing your experience and qualifications.
We are an equal opportunity employer and value diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, age, religion, sex, sexual orientation, gender identity, national origin, or disability status. We celebrate diversity and are committed to creating an inclusive environment for all employees.
This job description is not intended to be all-inclusive, and other duties may be assigned as the needs of the department and company evolve.
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Life insurance
- Paid time off
Experience:
- Management: 2 years (Required)
- Sign and Graphics installation: 2 years (Required)
Work Location: In person
