We are looking for an experienced Operations Manager to lead our Operations and CRM teams and ensure operational excellence across the entire customer journey.
This role is responsible for managing the execution layer of the business—from order fulfillment and warehouse operations to customer support and return management. The Operations Manager will work closely with Commerce, Product, Marketing, and Technology teams to improve operational efficiency, customer satisfaction, and scalability.
TEAM STRUCTURE
The Operations Manager will lead two core departments.
Operations
- Warehouse
- Order Processing
- Inventory Operations
- Fulfillment
- Logistics Coordination
CRM & Customer Experience
- Customer Support
- Returns & Exchanges
- Customer Satisfaction
- Quality Assurance
- Customer Communication
KEY RESPONSIBILITIES
Operations Management
- Manage daily order fulfillment operations.
- Ensure orders are processed accurately and on time.
- Improve warehouse and fulfillment efficiency.
- Monitor inventory accuracy and operational workflows.
- Optimize operational processes through continuous improvement.
- Coordinate with Supply Chain and Commerce teams.
Customer Experience (CRM)
- Lead the Customer Support team.
- Monitor service quality and response times.
- Improve customer satisfaction and retention.
- Oversee returns and exchange operations.
- Implement customer service SOPs and quality standards.
- Analyze customer feedback and identify improvement opportunities.
Process Improvement
- Design and document operational processes.
- Identify bottlenecks and implement scalable solutions.
- Drive automation initiatives with the Product and Engineering teams.
- Improve operational KPIs through data-driven decisions.
Leadership
- Hire, train, and develop team members.
- Conduct weekly one-on-one meetings.
- Set team objectives and performance goals.
- Coach supervisors and future team leaders.
- Build a high-performance operational culture.
Cross-functional Collaboration
Work closely with:
Commerce
Product
Marketing
Finance
to ensure operational excellence across all business functions.
QUALIFICATIONS
Required
- 4+ years of experience in Operations, Supply Chain, Customer Operations, or E-commerce.
- At least 2 years of people management experience.
- Strong analytical and problem-solving skills.
- Experience designing and improving operational processes.
- Excellent communication and leadership skills.
- Experience working with AI.
- Experience in an e-commerce company.
- Experience with CRM platforms and customer support management.
- Knowledge of KPI reporting and business analytics.
Preferred
- Bachelor's degree in Industrial Engineering, Business Administration, Operations Management, or a related field.
SKILLS
- Operations Management
- Customer Experience
- Team Leadership
- Process Improvement
- Data Analysis
- Problem Solving
- Project Management
- Decision Making
- Cross-functional Collaboration
- Continuous Improvement
KEY PERFORMANCE INDICATORS (KPIs)
Operations
- Order Processing SLA
- Order Accuracy Rate
- Same-day Processing Rate
- Warehouse Productivity
- Inventory Accuracy
- Fulfillment Cost per Order
- Return Processing Time
CRM
- First Response Time (FRT)
- Average Resolution Time (ART)
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- First Contact Resolution (FCR)
- Ticket Backlog
- Customer Complaint Rate
Leadership
- Team Engagement
- Employee Retention
- SOP Completion Rate
- Training Completion
- Cross-functional Project Delivery
WHAT SUCCESS LOOKS LIKE
Within the first 90 days, you will:
- Gain a deep understanding of current operational processes.
- Identify and prioritize key operational bottlenecks.
- Improve visibility through KPI dashboards.
- Standardize core operational procedures.
- Increase fulfillment efficiency and customer satisfaction.
- Build a culture of accountability and continuous improvement.