Operations Manager

The Operations Manager is the heartbeat of our backend systems, the one who ensures that every order, experience, and relationship runs smoothly from start to finish. You'll be responsible for coordinating the flow of operations across inventory, fulfillment, delivery, and customer experience, helping us deliver good, literally and figuratively, to every customer, creator, and partner. You'll build and maintain the systems that connect our people, products, and processes: from the moment a customer places an order, to when it's fulfilled, handed over to the fleet team, and received with a smile. Beyond logistics, you'll be a key player in creator and customer management, making sure every stakeholder interaction feels thoughtful, timely, and true to our brand promise. You'll thrive in the details while keeping an eye on the bigger picture: efficiency, satisfaction, and growth. We believe operations is the art of turning intention into experience, and you'll be the artist behind that.

Operations is where intention meets execution, where the customer's joy and the creator's success are made real through everyday excellence. You're an organizer, optimizer, and orchestrator, someone who sees both the moving parts and the full picture. You find satisfaction in systems that work and people who thrive within them. If you're someone who finds beauty in structure, purpose in process, and meaning in momentum, we'd love for you to help us keep the company running beautifully.

Backend Operations & Fulfillment:

• Oversee the full order lifecycle, from customer checkout to delivery confirmation.
  
• Coordinate communication between Sales, Inventory, Fleet, and Customer Experience teams to ensure smooth and timely fulfilment.
  
• Develop and document operational workflows and standard operating procedures (SOPs) that enhance speed, accuracy, and accountability.
  
• Monitor and resolve order discrepancies, delivery delays, and customer complaints in collaboration with relevant teams.
  
• Track operational KPIs, including order accuracy, turnaround time, and fulfillment efficiency.
  

Inventory & Supply Management:

• Supervise inventory tracking and stock accuracy across warehouses.
  
• Collaborate with Procurement to forecast demand and ensure stock availability for both digital and physical stores.
  
• Maintain visibility into inbound and outbound goods, ensuring accurate records of stock movement.
  
• Support the implementation of digital inventory management tools and processes.
  
• Identify process gaps and recommend improvements for better inventory flow and data accuracy.
  

Customer & Creator Experience Management:

• Work with Customer Experience and Creator Success teams to ensure that customers and creators receive timely updates on orders, settlements, and support.
  
• Serve as an escalation point for operational issues affecting creators or customers.
  
• Develop feedback loops that connect the creator, customer, and delivery insights into continuous improvement plans.
  
• Help design and implement service recovery mechanisms that turn operational errors into trust-building moments.
  
• Support creator onboarding and performance tracking from an operational standpoint.
  

Process Optimisation & Data Tracking:

• Build and maintain dashboards that track operational performance, fulfillment timelines, and order accuracy.
  
• Analyze trends in orders, returns, and delivery performance to guide strategic improvements.
  
• Collaborate with Technology, Sales, and Strategy teams to digitize and automate key operational workflows.
  
• Conduct weekly and monthly process reviews to identify friction points and introduce smarter, faster solutions.
  

Team Collaboration & Leadership:

• Work closely with the Fleet & Delivery Manager, Procurement, and Customer Experience teams to ensure alignment and accountability.
  
• Provide clear feedback, guidance, and communication across the operations chain.
  
• Lead and mentor junior operations staff, fostering a culture of precision, efficiency, and care.
  

• 4-7+ years of experience in operations, logistics, or fulfillment, preferably in a startup, retail, or e-commerce environment.
  
• Skilled in inventory management, process design, and operational efficiency.
  
• Comfortable using or implementing digital tools for order tracking, analytics, and communication (e.g., Notion, Google Sheets, ERP systems).
  
• Have strong communication skills and can manage relationships across departments and with external partners.
  
• Analytical and solution-oriented; you don't just spot problems; you build processes to fix them.
  
• Have experience managing creators, vendors, or customers and can balance empathy with efficiency.
  
• Proactive, detail-driven, and comfortable managing multiple priorities in a fast-paced environment.