Senior Operations Manager

POSITION SUMMARY:The Senior Operations Manager will play a pivotal role in scaling our e-commerce operations, overseeing the setup and management of our new fulfillment center in Los Angeles and leading our customer support team. This position will develop operational workflows from order processing and inventory management to logistics partnerships and customer satisfaction. The role requires a data-driven approach to optimize fulfillment and support processes, ensuring efficiency, accuracy, and a best-in-class customer experience.As the go-to leader for fulfillment, logistics, and customer support, this individual will be responsible for building and leading a strong operations team of 10+ people while fostering an environment of operational excellence. They will oversee customer support operations, ensuring high-quality service and timely issue resolution. This role collaborates cross-functionally with merchandising, product development, marketing, and technology teams to drive customer satisfaction, streamline operations, and maximize business impact. The Manager will also be responsible for setting KPIs, developing reporting frameworks, and driving continuous improvements across both fulfillment and customer support functions.KEY RESPONSIBILITIES:Lead the setup and management of a new fulfillment center in Hollywood, including overseeing facility layout, equipment selection, and establishing operational standards for efficient order processing, inventory accuracy and timely shipping.Recruit, hire, and train fulfillment and customer support staff, creating and implementing onboarding programs that promote operational excellence and a high-performance culture.Manage end-to-end fulfillment operations, ensuring seamless order processing, inventory management, and accurate, timely shipping.Oversee customer support operations, ensuring high response rates, effective issue resolution, and a consistently positive customer experience.Implement best practices for customer service operations, including developing training programs, support scripts, and escalation protocols to maintain high customer satisfaction.Utilize the Redo platform and other support tools to optimize workflow, track customer interactions, and provide actionable insights to improve service quality.Oversee logistics partnerships, working closely with external vendors to negotiate contracts and optimize shipping costs while ensuring on-time delivery and customer satisfaction.Implement and monitor quality control measures in packaging and order fulfillment to maintain high standards, aligning with the company's brand positioning and customer expectations.Define, monitor, and report on key performance indicators (KPIs) for fulfillment and customer support, such as order accuracy, shipping speed, resolution time, and customer satisfaction scores.Own the operations budget, including labor costs, shipping expenses, and packaging materials, ensuring cost-effectiveness and adherence to budget targets.Collaborate closely with cross-functional teams, including merchandising, product development, marketing, and customer service, to ensure fulfillment and customer support operations align with business goals and contribute to a seamless, customer-first experience.Drive continuous improvement initiatives for both fulfillment and customer support workflows, leveraging feedback, data, and operational insights to enhance productivity, reduce costs, and exceed customer expectations.QUALIFICATIONS:7+ years of experience in operations, fulfillment, logistics management, and customer support, with proven experience in setting up, running, and scaling fulfillment centers in e-commerce or high-growth environments with high SKU count.Strong track record of managing and optimizing operational budgets, including shipping, labor, and packaging costs, with a data-driven approach to defining KPIs and making improvements based on those metrics.Demonstrated leadership experience managing teams of 10+ employees, including recruitment, training, and team development to foster a high-performance culture.Proven ability to develop and maintain efficient inventory management processes to ensure accuracy across all SKUs, preventing stockouts and overstock situations, with a focus on regular inventory counts, reconciliations, and adjustments.Proficiency in using inventory management systems (e.g., Cin7), shipping aggregators (e.g., Shipstation), and e-commerce platforms (e.g., Shopify), with an understanding of fulfillment processes, technologies, and cost management.Experience with customer support platforms, particularly Redo, to manage customer interactions, track support metrics, and implement process improvements.Exceptional project management and multitasking skills, with the ability to prioritize, solve complex problems, and deliver results in a fast-paced, dynamic environment.Strong leadership, communication, and interpersonal skills, with the ability to collaborate cross-functionally and effectively manage relationships with both internal teams and external vendors.Adaptability in a fast-paced, start-up environment, with the ability to seamlessly manage core order fulfillment alongside additional requests for PR, marketing, photoshoots, and gifting. Skilled in organizing, prioritizing, and fulfilling special orders while maintaining accuracy and customer satisfaction, and experienced in multi-channel operations (dropship, wholesale, marketplace fulfillment) with a talent for adjusting processes to meet the unique requirements of each channel.High attention to detail, with a commitment to quality control, continuous process improvement, and delivering outstanding customer satisfaction.BENEFITS:Attractive base salary and performance-based bonusFull healthcare benefits;50% off all Awe products;Unlimited PTO policy;4% 401k matching program;Opportunity to create products that bring meaning and strength to women and minorities and supports those in need through our charity give back program;Trajectory and history of success at a brand that is profitable and operates in a fast-growing, highly-attractive market segment;Collaboration opportunity with enthusiastic founder team;Caring environment that values the societal impacts of its operations as much as financial gain.EQUAL OPPORTUNITY EMPLOYER: Awe is an equal opportunity employer; applicants are considered for all roles without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

Created: 2025-02-25