Head of Operations and Customer Service

Uncommon Goods   •  

Brooklyn, NY

Industry: Retail & Consumer Goods

  •  

8 - 10 years

Posted 41 days ago

What You’ll Do:

  • Ensure that our award-winning customer experience is continuously improving by effectively leading our distribution and customer service. This role reports to our Founder and CEO and is based at our Brooklyn, NY headquarters.

  • Partner with departmental leaders to set strategy, coach and mentor the team to ensure performance objectives are met and build positive team relations and leadership bench strength.

  • Ensure our people, process, systems, and physical infrastructure are built to scale to deliver both seasonal peaks and our long-term growth.

  • Drive accountability in key processes by shaping our performance metrics and goals across business channels, and then manage the business to meet and exceed these measures.

  • Manage our costs to ensure we continue to provide outstanding value to our customers, while paying our team fairly, driven by advances in quality and efficiency.

  • Oversee major projects such as the launch of new technology systems, warehouse redesign, and the evaluation of new distribution partners and company-operated warehouses.

What You Offer:

  • A track record of building and leading high-performance teams, with a demonstrated ability to deliver outstanding results.

  • 7+ years of proven success of increasing responsibility in an operations leadership role with a progressive track record of success in delivering first-rate quality and productivity.

  • Managerial experience that includes implementing scalable systems, infrastructure and software.

  • Demonstrated planning and strategic decision-making ability, combined with successful execution.

  • Detail-oriented, results-driven focus, with a high proficiency for operations – ensuring processes and procedures are timely and properly executed and can proactively identify and implement process improvements.

  • Experience in retail, e-commerce, consumer goods or manufacturing, along with an appreciation of specialty merchandise.

  • Demonstrated success building and maintaining strong relationships with vendors, service providers, and distributors leading to outstanding performance.

  • Experience working in a lean, collaborative team environment with strong talent and embrace open, direct communication.

  • A proven record of building and enhancing large scale systems and processes; setting up a distribution center from scratch; partnering with different software vendors and 3PLs, and leveraging strong negotiation skills.

  • Experience managing multiple operations of various sizes and types.

  • Experience hiring and managing a large seasonal workforce is a major asset.

  • Strong industry network in warehouses, distribution centers, shipping providers and/or retailers is a major plus.