Operations Manager

Made By Mary - Salt Lake City, UT

Full-time - Mid Level

Salt Lake City, UT

Administrative and Support Services

About the position

The Operations Manager at Made by Mary is responsible for overseeing the daily operations of the team, focusing on order processing, shipping operations, and customer support. This role aims to ensure a seamless and exceptional experience for customers while optimizing processes and leading a team in a fast-paced environment.

Responsibilities

• Manage the end-to-end order fulfillment process, ensuring timely and accurate order processing, picking, packing, and shipment.
• Develop and implement standard operating procedures (SOPs) for fulfillment to improve accuracy, efficiency, and quality control.
• Coordinate with sales and customer service teams to prioritize urgent orders and resolve any issues with order discrepancies or delays.
• Manage partnerships with shipping carriers to ensure the best rates and service levels, adjusting strategies as needed.
• Monitor all shipping processes and track shipments to ensure on-time delivery, resolving any issues that may arise during transit.
• Evaluate and negotiate contracts with carriers and third-party logistics providers, optimizing for cost efficiency and customer satisfaction.
• Oversee the customer service department to ensure timely and high-quality responses to customer inquiries and support requests.
• Develop and implement customer service policies and standards to enhance the customer experience.
• Work closely with customer service representatives to resolve escalated issues and manage customer expectations.
• Track customer satisfaction metrics and report on these KPIs to senior management, using insights to inform process improvements.
• Continuously analyze fulfillment, shipping, and customer service processes, identifying areas for improvement.
• Develop, track, and report key performance indicators (KPIs) related to order fulfillment, shipping times, and customer satisfaction.
• Lead and manage teams in both the fulfillment/warehouse and customer service areas, fostering a positive work environment.
• Train team members on SOPs, best practices, and safety protocols, ensuring high performance and adherence to standards.

Requirements

• Bachelor’s degree in Operations Management, Supply Chain, Business Administration, or related field preferred.
• Minimum of 5 years of experience in operations, logistics, supply chain, or a related field, with at least 2 years in a leadership role.
• Strong knowledge of fulfillment and shipping processes, inventory management, warehouse operations, and customer service practices.
• Familiarity with warehouse management systems (WMS), ERP systems, and customer relationship management (CRM) tools.
• Excellent problem-solving, analytical, and decision-making skills.
• Effective communication and leadership skills.

Nice-to-haves

• Experience managing teams in a fast-paced environment, ideally within e-commerce or retail.

Benefits

• Dental insurance
• Paid time off
• Vision insurance
• 401(k) matching
• Employee discount
• Professional development opportunities
• In-office lunches and lots of free food
• Flexible PTO