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Operations Manager

2 months ago

South San Francisco, California, United States Returnmates Full time
About the Role

Sway is a fast-growing, technology and logistics company that enables consumers to return online purchases without leaving their home. Our mission is to make online shopping more enjoyable by providing a return experience that's as seamless as the purchase. We combine technology and logistics to provide a white-glove service for consumers, eliminating the hassle of printing, boxes, and tape.

The Opportunity

We are seeking an Operations Manager to support our operations in the SF/Bay Area market. The OM will play a pivotal role and work closely with our Head of Operations and Ops Team as we scale the business in SF/Bay Area. You'll be responsible for creating processes that provide customers with an amazing experience from the moment they schedule a pickup, to the moment they receive their refund.

Key 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 with regards to 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 (logistics, investment banking, consulting or high-growth startup experience is a plus)
  • 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

Preferred Qualifications

  • 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

What We Offer

  • The opportunity to join the ground floor of a fast-paced startup
  • 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