Operations Manager

3 weeks ago

Boston, United States Sienna Charles Full time

Sienna Charles, the premier luxury lifestyle company featured in Forbes, is looking for a tech-savvy Operations Manager to oversee day-to-day operations. This role requires translating the CEO’s vision into actionable plans and managing the execution of scalable operations. The ideal candidate is an integrator with a strong focus on execution, team management, process improvement, and technology integration.


Key Responsibilities:

  • Team and Project Management: Oversee the daily execution and oversight of all business operations. Break down the CEO’s vision into clear, actionable plans and ensure their successful execution. Manage employees and contractors, enforce project timelines, and ensure everyone is aligned with the company’s goals. Regularly update dashboards to monitor progress and provide timely status reports to leadership.


  • Process Improvement and Automation: Audit existing workflows and policies, updating them for relevance and efficiency as the company grows. Design and implement process improvements, with a focus on automation, leveraging tools like Monday.com, CRM integrations, and IFTTT automations to streamline operations. Develop and optimize tools that enable scalable, data-driven processes.


  • Policy and Procedure Development: Write and maintain clear, easy-to-follow policies and procedures that support the company’s fast-paced, high-touch environment.


  • Performance Tracking and KPI Management: Establish key performance indicators (KPIs) for operational processes. Regularly track performance against these KPIs and report findings to leadership. Identify areas for improvement based on data analysis and recommend adjustments to meet company goals.


  • Problem Solving and Escalation Management: Serve as the primary point of escalation for operational challenges. Develop creative, effective solutions for issues as they arise, ensuring minimal disruption to the business. Manage exceptions with a hands-on approach, resolving conflicts or roadblocks for the team.


  • Technology Management: Oversee the implementation, optimization, and maintenance of company technologies, including mobile apps, cloud infrastructure, CRM systems, and project management tools. Ensure these technologies support operational efficiencies and scalability, working closely with external vendors and in-house developers to meet company needs.


  • Client and Contractor Communication: Manage communication with clients and contractors, ensuring high levels of service. Coordinate with external vendors and service providers to ensure smooth operations, and assist in problem resolution when needed. Ensure all communications align with Sienna Charles' luxury brand standards.


Persona Fit:

  • Character and Culture: Strong interpersonal skills, with an engaging personality and the ability to communicate effectively, both in writing and verbally. Maintain confidentiality and discretion, while fostering the same standards within the team.
  • Attention to Detail: Meticulous in ensuring accuracy and thoroughness in all operations, with a perfectionist approach to tasks and processes.
  • Prioritization and Efficiency: Ability to manage multiple deadlines, make quick decisions, and prioritize tasks to achieve maximum efficiency.
  • Ownership and Initiative: Take complete ownership of tasks, constantly seeking ways to improve processes and go above and beyond in driving operational success.
  • Data-Led Decision Making: Use data to inform decisions and ensure data-driven improvements throughout the organization.
  • Exceptional Communication: Ability to articulate the company’s vision clearly and reinforce it across the team, providing a compelling and strategic approach to operations.


Requirements:

  • 3-5 years of upper or C-level management experience, ideally in a company with high-end B2C services (e.g., private banking, hospitality, fashion).
  • Tech-savvy in using tools like Monday.com, Zendesk, Guru, Figma, Miro, and other software platforms to optimize workflows and improve team collaboration.
  • Proven ability to work alongside visionary CEO to execute strategies and keep teams on track.
  • Strong cross-functional communication skills (verbal and written).
  • Experience in project management, task prioritization, and leading cross-functional teams.
  • Creative problem-solving abilities, with a focus on client advocacy and retention.
  • Track record of successfully training and empowering employees.
  • Flexibility in working hours, including some availability on weekends.


Timezone:

This role primarily operates in the EST timezone, 8 am - 5pm.


Why Sienna Charles:

At Sienna Charles, we offer a fast-paced and dynamic work environment. As part of a small team, you’ll work closely with the CEO and have a significant impact on the company’s growth and direction. We value individuals who take ownership of their work and continuously strive for improvement.

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