$85,000 - $105,000 per year based on experience
Job Description:HAVEN is seeking an Operations Manager to lead our customer experience and retail operations. This is a senior role for someone who understands what elevated service looks and feels like in practice, and who has the leadership depth to build systems, develop people, and hold a team accountable to a high standard consistently. You will own and report on KPIs across retail, customer service, logistics, and order fulfillment.
You will own the end-to-end customer experience across all touchpoints, develop and implement the operational frameworks that make excellence repeatable, and partner directly with the Co-Founders to drive retail performance and long-term business growth. This is a growth-phase environment - not everything is fully built, and we are looking for someone who sees that as an opportunity.
Duties and Responsibilities:Brand Stewardship & Market Fluency:
Maintain a deep understanding of HAVEN's brand positioning as an aspirational premium retailer with luxury coding, and how that positioning differs fundamentally from mass or premium market standards. Apply this understanding as the lens through which all operational, service, and team decisions are made.
Customer Experience Ownership:
Own the end-to-end customer experience across all touchpoints, including in-store interactions, online communications, customer service inquiries, and returns. Ensure every interaction reflects HAVEN's brand positioning and meets the service standard of an aspirational luxury retailer.
Service Standards & SOPs:
Develop, document, and continuously refine the service protocols and standard operating procedures that define how HAVEN's team engages with customers. Ensure SOPs are brand-aligned, consistently followed, and updated as the business evolves. If the team is not executing correctly, the system or communication needs to be made simpler and clearer.
Clienteling Culture & Infrastructure:
Partner with ownership to build a clienteling culture across the team, fostering the habits, behaviors, and mindset required to develop lasting customer relationships. Own the SOPs and operational frameworks that make clienteling a consistent practice rather than an individual initiative.
In-Store Presentation & Activation Execution:
Oversee the execution of in-store presentations and activations, ensuring physical environments and visual standards are upheld to brand specification at all times. Contribute to brand team decisions on new installations and initiatives, and take full ownership of on-brand execution once direction is set.
Team Leadership & Accountability:
Lead and hold accountable the staff responsible for delivering HAVEN's customer experience. Own the performance of the team fully, and when the team falls short, identify what systems, communication, or leadership gaps contributed and address them. Set clear performance expectations rooted in both operational excellence and brand standards, and build a team culture where the bar for service quality is non-negotiable.
Developing Leaders:
Actively develop team members into leaders who understand HAVEN's mission, values, and standards deeply enough to make sound decisions independently. The goal is not a team that waits for direction, it is a team that executes correctly because they understand the why behind every standard and process. Identify and invest in high-potential team members, delegate meaningful responsibility, and build the bench strength that allows HAVEN to scale without losing quality.
Process Standardization & Operational Excellence:
Lead the creation, implementation, and continuous improvement of standardized processes that drive consistency, efficiency, and scalability across all operational functions. Ensure all SOPs and systems are simple enough to be understood and executed correctly by every team member. Recognize that disciplined systems and processes are what create the freedom to deliver a consistently excellent customer experience.
Hiring & Onboarding:
Build and oversee a hiring and onboarding program that identifies candidates aligned with HAVEN's values and brand standards, and integrates new team members into the culture effectively.
Strategic Planning & Business Performance:
Develop and execute initiatives that drive retail performance and business growth, in alignment with ownership direction and company objectives. Under pressure or when multiple priorities compete, identify the highest-impact problem…
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