Supervisor Distrib Center Ops - DTC

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

Our commitment to quality and safety is paramount to what we do and is built into every product we design and manufacture. And we do this with unwavering integrity, unbridled passion, and laser-like focus to earn grown-ups’ trust and put smiles on kids’ faces around the world. Our mission is to be an industry leader in producing the most trusted, safe, durable, and highest quality toys in the most regulatory compliant, environmentally, and socially responsible way.

The Supervisor, Distribution Center Operations (DTC) operates in a fast-paced, customer-centric eCommerce environment and is responsible for coordinating, directing, and supervising teams to deliver an exceptional direct-to-consumer experience. This role focuses on order fulfillment, speed to customer, accuracy, and service quality, ensuring all consumer orders are processed efficiently and on time.

To perform this job successfully, an individual must:

• Supervise, coach, and develop team leads and associates supporting DTC order fulfillment operations.
• Coordinate and manage daily workflow to ensure timely processing of consumer orders, prioritizing speed, accuracy, and customer satisfaction.
• Leverage WMS, order management systems, and reporting tools to plan staffing, monitor order flow, and adjust priorities in real time based on demand.
• Ensure all customer orders are fulfilled accurately, packaged to brand standards, and shipped within service level expectations.
• Monitor and drive performance against key DTC metrics such as order cycle time, fulfillment accuracy, units per hour, and on-time shipment.
• Lead training and development initiatives to ensure teams are equipped to meet evolving eCommerce demands and deliver high-quality customer experience.
• Promote a culture of accountability, continuous improvement, and customer-first thinking across the operation.
• Ensure compliance with Mattel policies, procedures, and safety standards while maintaining a positive and inclusive work environment.
• Partner with P&C and leadership to address employee relations, engagement, and performance management.
• Collaborate cross-functionally with other teams to resolve order issues and improve the end-to-end consumer experience.
• Support peak planning and seasonal volume surges to ensure operational readiness.
• Lead or participate in special projects focused on process improvement, scalability, and DTC growth initiatives.

QUALIFICATIONS

• 3–5 years of leadership experience in a DTC, eCommerce environment
• Experience with WMS
• Experience in high-volume, fast-paced fulfillment operations preferred
• Bilingual (English/Spanish) preferred
• Strong ability to manage multiple priorities in a time-sensitive, customer-driven environment
• Proven ability to collaborate across teams and functions
• Strong communication skills (written and verbal)
• Ability to interpret data, analyze trends, and make operational decisions
• Proficiency in reporting, metrics tracking, and performance management
• Solid problem-solving and decision-making skills
• Strong organizational and time management abilities
• Proficiency with Microsoft Office; Order management systems a plus

What It’s Like to Work Here:

We are a purpose driven company aiming to empower the next generation to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance driven company. We strive for excellence and are focused on pursuing best in class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.