About The Role
[Inbound]
This role will drive process standardization and training through strong cross-functional stakeholder management to ensure our teams are equipped to operate at the highest level.

This role will own the creation, governance, and continuous improvement of Standard Operating Procedures (SOPs) and operational workflows across Inbound Operations. The mandate is to bring structure, consistency, and clarity to how work is executed; reducing variability, improving quality, and enabling scale. This is not a traditional training role. This leader will act as a system builder-partnering cross-functionally to define "how work should be done," ensuring it is clearly documented, adopted, measured, and continuously improved.

This leader will work closely with functional Operations leaders, and cross-functionally with teams including: Product & Tech, Merchandising, Learning & Development. The ideal candidate will deliver a world-class enablement experience for both functional leaders and individual contributors by developing scalable programs, tools, and resources that empower teams to succeed.

This role reports to the VP, Inbound Operations. As a key pillar of the Inbound Operations organization, this position will play a critical role in strengthening one of The RealReal's core operational differentiators and enabling the continued evolution and scale of the business. This role defines what and how work is done; Learning & Development supports how it is trained and delivered. The role will support transformational tech and process change, which may include overhauling, documenting, and training on new operational processes.

The successful candidate will bring strong project management capabilities, with the ability to interpret process mapping, identify opportunities for improvement, and develop written processes and training that drive operational performance. They will translate insights into actionable strategies that enable teams to perform at a consistently high level.

[Inbound]
What You Get To Do Every Day

• Define and own the SOP lifecycle across a complex stakeholder environment (e.g., creation 12 validation 12 publication 12 adoption 12 audit 12 iteration)
• Establish governance standards (ex. who owns SOPs, how changes are approved, version control, audit cadence, etc.)
• Build and maintain a single source of truth for operational documentation
• Implement mechanisms to ensure compliance and adherence to SOPs; Support rollout of new tools, initiatives, and process changes across teams.
• Work closely with Inbound Operations leaders and cross-functional partners to translate complex processes into clear Standard Operating Procedures and create actionable training and documentation.
• Partner with cross-functional leadership to analyze program performance and identify workflow improvements and operational gaps.

• Be a thought partner, always speaking up about opportunities to improve org performance and morale.
• Act as a key connector between teams to drive clarity, adoption, and consistency.
• Drive measurable improvements in throughput, quality, or cost

What You Bring To The Role

Minimum Requirements:

• 7+ years experience implementing workflow governance and SOPs across complex stakeholder environments
• Experience designing and implementing end-to-end operational workflows
• Strong experience with process mapping tools (e.g., Visio, Lucidchart)
• Demonstrated ability to standardize fragmented processes across sites/teams
• Experience implementing governance or quality systems
• Proven experience building and scaling enablement or training programs in a fast-paced environment
• Strong project management and organizational skills with the ability to manage multiple initiatives simultaneously with cross-functional teams, while being flexible and responsive to dynamic situations and changing priorities
• Excellent communication and stakeholder management skills.
• Ability to translate complex operational processes into clear, actionable guidance. Experience working cross-functionally with operations, product, and leadership teams.
• Excellent written, verbal, and presentation skills, demonstrating executive presence
• Experienced in working at both strategic and tactical levels.
• A strong change-agent and advocate for org initiatives-must possess and portray a positive "can-do" attitude
• Comfort operating without clear ownership boundaries and proven ability to influence without direct authority
• Thrives in a fast-paced, scrappy, and gritty environment - willing to build the plane while flying it

Preferred Requirements:

• Knowledge of luxury products is a plus
• Bachelor's degree
• Ability to travel 15%

Compensation, Benefits, + Perks

The expected salary range for this role is $125,000.00-$115,000.00. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate's skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR's total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.