Job Summary:

The Operations Manager will oversee the Customer Care, Shipping, and Warehouse teams, ensuring seamless operations, high customer satisfaction, and efficient logistics management. This role requires strong leadership, strategic planning, and the ability to drive performance across multiple departments.

Key Responsibilities:

1. Customer Care Management

• Team Leadership: Lead and mentor the Customer Care team to ensure high levels of employee engagement and performance.
• Customer Satisfaction: Develop and implement strategies to enhance customer satisfaction, addressing issues and feedback promptly.
• Performance Metrics: Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer feedback scores to assess team effectiveness.
• Training and Development: Create training programs to continuously improve team skills and product knowledge.

2. Shipping Management

• Logistics Coordination: Oversee all shipping operations to ensure timely and accurate delivery of products to customers and clients.
• Carrier Relationships: Manage relationships with shipping carriers to negotiate rates and improve service levels.
• Process Optimization: Identify areas for process improvement to reduce shipping costs and enhance delivery efficiency.
• Compliance Management: Ensure all shipping activities comply with regulatory requirements and company policies.

3. Warehouse Management

• Operational Efficiency: Implement best practices for warehouse operations, focusing on layout optimization, order picking, and storage solutions to maximize efficiency.
• Performance Monitoring: Use data analytics to monitor warehouse performance metrics such as order accuracy, fulfillment speed, and labor productivity.