Operations Manager

$110,000 - $187,200/Yr

Returnmates - South San Francisco, CA

Full-time - Mid Level

South San Francisco, CA

About the position

Sway is seeking an Operations Manager to oversee operations in the SF/Bay Area market. This role is crucial for creating processes that enhance customer experience during the return process, managing a diverse team of drivers, and collaborating with the HQ operations team. The Operations Manager will support the company's aggressive growth and expansion in a fast-paced startup environment.

Responsibilities

• Hire and manage a fleet of drivers based on projected demand
• Perform analysis on daily operations and create process improvements based on the findings
• Deliver excellent customer service; use a customer-first mindset when answering questions from customers regarding their returns
• Foster a culture of continuous improvement by implementing process enhancements and promoting innovation
• Work closely with the Head of Operations & Ops Team on a daily basis to relay feedback and identify opportunities for process improvements
• Develop and implement strategies to drive business development and increase profitability
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement necessary changes
• Provide leadership in strategic planning initiatives to drive long-term growth
• Manage the budget and financial aspects of operations, including profit loss analysis and cost control measures

Requirements

• Bachelor's degree from an accredited college/university or 4+ years work experience in a related field
• 2-4 years of experience in logistics, investment banking, consulting, or high-growth startup experience
• Experience managing and directing the work of independent contractors
• Experience in managing complex projects/programs through to completion
• Ability to work in-person at the warehouse facility full-time
• Excellent problem-solving abilities with a focus on process improvement
• Strategic thinker with the ability to develop and execute business strategies

Nice-to-haves

• Humble, can-do attitude with an obsession for solving problems
• Strong understanding of e-commerce, the online returns process, and logistics
• Strong verbal communication and customer service skills
• Strong Excel / PowerPoint skills (or Google Suite equivalent)
• Prior experience managing independent contractors

Benefits

• 100% health, vision, and dental benefits coverage for employees, and 50% coverage for eligible dependents
• Unlimited PTO
• Employee stock options
• A fun and engaging work environment