Operations Manager Role

SummarySienna Charles, a premier luxury lifestyle company featured in Forbes is seeking a hands-on Customer Service Director to lead and elevate our entire CS function. This is a producer role for someone who builds systems, improves processes, solves problems quickly, and drives consistent performance across a team. You will lead the CS team, refine SOPs, handle escalations, and create scalable workflows that support a high-touch luxury client experience.Key ResponsibilitiesCustomer Service Leadership- Lead and coach the CS team day-to-day and ensure high-touch, accurate client support.- Handle escalations directly and resolve issues quickly.- Audit service quality and correct gaps immediately.- Update and enforce SOPs so the team operates consistently at a high standard.Operational Execution- Translate the CEO’s vision into clear plans and own their execution.- Build new processes, checklists, and workflows that scale as the business grows.- Identify breakdowns or inefficiencies and fix them fast.- Maintain dashboards, KPIs, and weekly operational rhythms.Process Improvement and Automation- Streamline operations using Monday.com, Zendesk, Guru, and automation tools.- Create tools, templates, and automations that eliminate manual work and reduce errors.- Continuously refine systems to increase speed, clarity, and accuracy.Problem Solving and Escalation Management- Act as the first point of escalation for operational and client issues.- Troubleshoot and resolve problems hands-on rather than pushing them to others.- Ensure nothing slows down the team or affects the client experience.Technology Oversight- Manage day-to-day use of internal systems and coordinate with developers when updates are needed.- Ensure tech tools support clarity, efficiency, and reliable service delivery.Who You Are- You have a builder mindset and improve broken systems rather than simply managing them.- You are service-driven and care deeply about accuracy, tone, and client experience.- You move quickly while maintaining strong attention to detail.- You communicate clearly and keep leadership and the team aligned.- You have high ownership and never wait for someone else to fix problems.Requirements- 3 plus years leading customer service or operations in a high-touch environment.- Experience improving SOPs, systems, and workflows.- Comfort using Monday.com, Ticketing Systems or other CS Tools, Guru, Google Workspace, and automations.- Proven ability to run a CS team and execute projects from idea to completion.- Availability in EST timezone, 8am to 5pm, with some flexibility on weekends.Why Join UsThis is a high-impact role where you will build the systems that power a luxury brand. You will work closely with the CEO, lead a small CS team, and own the operational foundation that enables the company to scale.Please mention the word **SURREAL** and tag RODguMTk4Ljk5LjE0Mw== when applying to show you read the job post completely (#RODguMTk4Ljk5LjE0Mw==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.