Operations Manager, Miami Jobs

Returnmates is a fast-growing, seed-stage, LA-based technology and logistics startup that provides brands with a customer centric delivery and returns experience for their shoppers. Our mission is to make online shopping more enjoyable by creating a seamless post purchase experience. We combine technology and logistics to provide a white-glove service for consumers -- step by step delivery tracking, SMS customer support and boxless, printerless (!) doorstep returns. If you want to join an innovative team that is tackling an area of e-commerce that has been left out to dry, this is the place for you.

The Role

Returnmates is seeking an experienced Operations Manager to own our Miami market. You’ll be responsible for leading teams across the market consisting of an Operations Associate/Analyst, Warehouse Leads, Warehouse Associates, Middle Mile Leads, and 1099 Driver Partners. This role reports directly into our General Manager, East Coast.

The Operations Manager (OM) position is the most dynamic and critical role at Returnmates. As our next OM, you will be responsible for thousands of customer packages and ensuring they are delivered on time to their destination. This includes directing the cargo inbound and outbound processes of receipt and launching drivers; managing a streamlined and efficient warehouse sort operation that accurately and effectively distributes packages to where they are supposed to go; providing our 1099 Driver Partners with the training, information, and guidance to deliver to our customers on-time; analyzing the market’s, as well as your team’s, performance and developing plans for continuous improvement; and owning the entire customer experience from end-to-end in your city. The OM works cross-functionally across the business with Driver Ops, Logistics, Sales, Tech/Product, and Customer Support teams to execute on our customers’ daily needs. Your day-to-day efforts will support aggressive growth and expansion at a rapidly growing, early-stage startup.

The ideal candidate will be expected to work on-site.

What You’ll Do:

• Own local market growth projects focused on scaling our operations and improving current performance, quality, profitability, and customer experience
• Drive local market unit economic sustainability, operational efficiency, performance, and profitability through diligently following and training on SOP as well as the RM operational infrastructure (systems, tools, and processes)
• Implement data-driven solutions to daily operational challenges such as improving speed of delivery, quality of delivery, accuracy of sort, and the experience of our customers and partners
• Build, develop, and lead a team of Warehouse professionals and Associate/Analyst level operators
• Contract a fleet of 1099 Delivery Drivers against projected growth in demand and partner with the Drivers to improve their experience and performance
• Collaborate closely with the General Manager, East Coast to develop goals and KPIs for your market
• Analyze daily and weekly performance of the local operation and recommend process improvements based on the findings
• Partner with the General Manager, East Coast to develop the operations strategy roadmap for the Miami market

Requirements

Basic Qualifications

• Desire to excel in an unstructured and fast-paced environment
• 1+ years of experience leading teams combining EQ and IQ to make sound strategic judgment
• A minimum of 3 years of experience in operations, logistics, investment banking, consulting, or a high-growth startup experience
• Experience in managing complex projects/programs through to completion
• Outside-the-box thinker with big visions for the future (and a plan to get there)!
• Bachelor’s degree from an accredited college or university

Preferred Qualifications

• Proficient in Excel and Powerpoint, familiarity with SQL and/or data visualization tools a plus
• Experience managing salaried and hourly W2 employees, as well as 1099 contractors
• Exceptional interpersonal skills
• Ability to communicate with several levels of stakeholders; brand partners, drivers, warehouse workers and junior team members
• Strong understanding of ecommerce and the online returns process
• Humble, can-do attitude with an obsession for solving problems
• Lead by example in rolling up your sleeves and getting deep into the day-to-day work
• Team player
• Strong project management skills
• Agile - able to jump from priority to priority and gain inspiration from a fast-paced environment
• Experience building and managing high performing teams
• Strong analytical skills

Benefits

You'll be excited to join the team because we have:

• The opportunity to join the ground floor of a fast-paced startup experiencing hyper-growth!
• Employee stock options
• Unlimited PTO
• A fun and engaging work environment
• 100% health, vision, and dental benefits coverage for employees, and 50% coverage for eligible dependents