Operations Manager

Sway is a fast-growing, LA-based technology and logistics startup providing next-generation delivery and return solutions for brands and 3PLs. We leverage a gig marketplace to pair driver partners with optimized routes in local neighborhoods, while our technology creates a rideshare- and food-delivery-like experience for shoppers.

Our mission is to make online shopping more enjoyable by offering a delivery and return experience that’s as seamless as the purchase itself. If you want to join an innovative team tackling one of the most overlooked areas of e-commerce, this is the place for you.

Sway is venture-backed by top VCs in LA and NYC, and supported by founders of Allbirds, Warby Parker, Harry’s, and thred

UP. Our team includes innovative builders and industry experts from companies like Uber and Pitney Bowes.

Sway is looking for an Operations Manager to lead and optimize our operations in the market. In this critical role, you will work closely with our Head of Operations and Regional Manager to scale our business effectively. You will design and implement processes that ensure a seamless customer experience—from the moment a customer order and/or pickup is scheduled, to when the package is delivered or a refund is received.

This role involves managing a diverse team of independent contract drivers and W2 warehouse team, as well as collaborating with the HQ operations team to share insights and continuously refine our model. Your contributions will directly support Sway's ambitious growth and expansion as a fast-paced, early-stage startup.

• Build and oversee a team of independent contract and W2 drivers, aligning fleet size with demand. Ensure drivers are well-trained and maintain high standards for customer service and delivery performance / efficiency.
• Perform comprehensive analyses of daily operations, identifying areas for process improvement and implementing solutions based on your findings.
• Deliver exceptional customer service by adopting a customer-first mindset when addressing inquiries related to returns and other services.
• Foster a culture of continuous improvement within the team by implementing process enhancements and encouraging innovative practices.
• Work closely with the Head of Operations and the Central Ops Team daily to relay feedback and identify opportunities for operational enhancements.
• Develop and implement strategies to drive business development efforts and enhance overall profitability.
• Monitor and analyze key performance indicators (KPIs) to pinpoint areas for improvement, implementing necessary changes to enhance efficiency.
• Provide leadership in strategic planning initiatives aimed at fostering long-term growth and sustainability for the company.
• Manage the budget and financial aspects of operations, including profit and loss analysis and cost control measures to ensure fiscal responsibility.

• Bachelor's degree from an accredited college/university or 4+ years of work experience in a related field.
• 2-4 years of experience in logistics, warehouse operations or operations consulting.
• Proven experience in managing and directing the work of independent contractors.
• Experience in managing complex projects or programs from conception to completion.
• Ability to work in-person at the warehouse facility full-time.
• Excellent problem-solving abilities with a focus on process improvement.
• Experience translating and clearly communicating team performance up to upper management.
• Strategic thinker capable of developing and executing effective business strategies.
• Humble, can-do attitude with a strong obsession for solving problems.
• Excellent verbal communication and customer service skills.

• Experience in a high-growth startup environment.
• Strong understanding of e-commerce, the online returns process, and logistics.
• Proficient in Excel and PowerPoint (or Google Suite equivalent).
• Prior experience using data tools such as Sigma.
• Prior experience managing independent contractors is a plus.

• Be part of shaping our…