Operations Manager

Title: Operations Manager

Location: In-Office | Charlotte, NC

Salary Range: $65,000 - $80,000, commensurate with experience

Ideal Candidate: Has management experience with a track record of scaling operations in a high-growth environment, and has worked with Warehouse Operations, Supply Chain, or Logistics

Company Overview

Our client is an early-stage, Techstars backed startup in the eCommerce logistics space. We are building the returns processing and reselling platform for manufacturers and retailers, starting in the baby goods space. We are a close-knit team of seven working in a fast-paced and collaborative environment.

The Role

As the Operations Manager, you will be responsible for ensuring the seamless operation of our warehouse and customer support teams. You will manage daily warehouse activities, including inventory intake, inspection, and fulfillment, while also leading our customer support team to provide a best-in-class customer experience. You will work closely with the COO to develop and implement processes that improve efficiency and customer satisfaction. This role requires a hands-on leader who can inspire and develop their team in an ever-changing startup environment.

Job Responsibilities

Team Leadership & Management

• Lead, motivate, and manage a growing operations team, consisting of two senior operations associates, three junior associates, and one customer support agent
• Represent the company’s core values in everything you do; lead by example and set a high standard of work quality and performance
• Foster a collaborative work environment that promotes accountability, adaptability, and continuous learning
• Oversee recruiting, hiring, onboarding, and training for all new hires; identify talent gaps and implement training & development programs to enhance team capabilities
• Lead change management efforts that improve technology adoption and automation across the warehouse and customer support functions
• Utilize data and analytics to track KPIs, report on performance, and make informed, data-driven decisions
• Maintain the company’s internal Knowledge Base, ensuring all process documentation, customer FAQs, and training materials are up to date
• Manage team schedules, approve timesheets, and support resource planning and staffing to ensure we have the right team in place to meet current and future needs
  
  

Warehouse Operations

• Oversee daily warehouse operations, including inventory processing, order fulfillment, shipping, receiving, and returns processing
• Coordinate daily work priorities and set clear, actionable goals for the team; monitor progress, and provide regular feedback and coaching to ensure KPIs are met or exceeded
• Maintain a complete and thorough understanding of all operational processes, policies, and systems to swiftly handle operational issues, customer requests, and team support needs
• Develop and maintain standard operating procedures to optimize workflows, enhance productivity, mitigate risk, and reduce errors
• Manage warehouse equipment and technology, ensuring proper usage and maintenance
• Develop safety standards and protocol, educate the team on safety best practices, and adapt training programs as new processes and tools are introduced
• Continuously identify and implement strategies to enhance efficiency, improve quality, and support the company’s scaling operations
  
  

Customer Service

• Oversee the customer service function and deliver a 5-star support experience via email, chat, voice, and social channels
• Support the team in resolving escalated customer issues and complaints in a timely manner, ensuring customer retention and loyalty
• Work closely with the sales and marketing teams to align customer service initiatives with business goals and objectives
• Develop and implement policies and procedures to ensure a high standard of customer support and satisfaction
• Monitor performance metrics and KPIs, identify trends, and implement solutions to enhance the customer experience and reduce cost
  
  

Qualifications

• 5+ years of management experience with a track record of managing and scaling operations in a high-growth, dynamic environment
• Experience in warehouse operations, supply chain, logistics, or related field preferred
• Strong leadership skills with the ability to inspire and motivate teams
• Ability to work in a fast-paced environment and adapt to changing business needs
• A proactive, hands-on approach to problem-solving and process improvement
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
• Experience with WMS & CRM systems and an ability to quickly learn new technologies
• Experience with process improvement methodologies a plus
  
  

Why Join Us

• Opportunity to join a fast-growing, innovative startup that is backed by a leading startup accelerator
• Collaborate with a passionate and driven team where your contributions will shape the future of the company.
• Opportunity to grow with the company and lead the expansion of customer support as we scale.
• Competitive compensation including annual base salary plus equity
• Generous time off, including 15 days PTO, unlimited sick days, and 8 company holidays
• Fun, casual, and dynamic work environment where creativity and problem-solving are highly valued