Operations Manager

About Happy Returns

Happy Returns is solving the #1 pain point of e-commerce: returns. Our mission is to make returns beautiful for shoppers, retailers, and the planet—which we do through our unique combination of proprietary software and reverse logistics. We invented 3rd-party box-free consolidated returns—which have since become the industry standard—and we provide the only end-to-end returns solution that is not only delightful for customers but also saves money for retailers and is better for the planet.

Happy Returns is solving the #1 pain point of e-commerce: returns. Our mission is to make returns beautiful for shoppers, retailers, and the planet—which we do through our unique combination of proprietary software and reverse logistics. We invented 3rd-party box-free consolidated returns—which have since become the industry standard—and we provide the only end-to-end returns solution that is not only delightful for customers but also saves money for retailers and is better for the planet.

Happy Returns Is

• A UPS Company
• Loved and adored by shoppers — for proof, check out our 93 NPS
• Experiencing rapid growth
• Seeking top talent to contribute to the expansion of the business

Position Summary

The Warehouse Operations Manager will oversee all shift operating hours, processes, and people. Reporting to the Site Leader, the Warehouse Operations Manager will:

• Own the day-to-day performance of the site including keeping operations running to plan and proactively flagging emerging risks and improvement opportunities
• Focus the hourly workforce, Supervisors, and Operations Coordinators on the highest-impact work of the day/shift, to include how we allocate labor, set production goals, and track hourly KPIs
• Translate site goals and Site Leader direction into clear shift-level plans with milestones and metrics; drive consistent progress against daily/weekly KPI’s, remove floor-level blockers, optimize efficiency, and ensure quality and safety standards are met
• Identify and diagnose operational problems such as errors, exceptions, and capacity constraints through root cause analysis, and define the problem by solvable parts
• Implement change and develop new processes to improve throughput and efficiency, facilitating continued rapid growth by creating strategic plans that accommodate increased volume and make optimal use of available space as capacity needs evolve
• Communicate clearly with Supervisors, hourly workforce, and cross-functional partners, which include, but are not limited to, Transportation, Automation, IT, Quality, and Product, to keep the site running smoothly; represent the site to partners, customers, and vendors as needed, and step in to run meetings and escalations in the Site Leader’s absence, including site safety walks and production calls
• Lead hourly workforce and Supervisors through volume swings, new processes, and the ambiguity common to a fast-scaling operation, ensuring that the team remains focused and resilient through shift changes, seasonal surges, and new initiatives
• Recruit, hire, train, and develop Supervisor(s), Operations Coordinators, and hourly workforce; set clear expectations, give direct feedback, measure performance through metrics, hold Supervisors accountable for their team’s performance, and build a strong, team-oriented site culture
• Maintain a safe work environment by actively building and reinforcing safety standards at the site

Requirements

We are looking for someone with:

• B.S. or B.A. degree
• 6+ years’ experience managing in a fast-moving warehouse environment
• 4+ years’ experience managing supervisory employees
• Experience in an ultrafast-scaling organization and/or excitement to be a part of one – we are disrupting a multi-billion-dollar industry and are expecting tremendous growth in the near-term
• Proven ability to effectively motivate, develop, and manage 30+ employees. Our culture is a critical part of our success, and you need to help drive it.
• Fine-tuned attention to detail – our retailer partners depend on us to return their products to them in perfect condition
• Excitement for working in a start-up environment with high level of ambiguity and change
• Strong project management…