Senior Operations Manager at Flowspace

| Remote
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About Flowspace:
In less than three years, Flowspace has created one of the largest on-demand modern omnichannel fulfillment networks in the country, powered by cloud and mobile technology. We enable hundreds of brands and retailers to dynamically store, fulfill and ship products seamlessly to consumers nationwide from 120+ locations. Join us in our mission to transform a $100 billion warehouse and logistics industry. Flowspace is backed by Canvas Ventures, Moment Ventures, Y Combinator, and other prominent angels.
While we're based on the westside of Los Angeles, we are open to hiring remotely (within the US) for this role.
The Senior Operations Manager oversees the daily operations of the customer success team including transportation and invoicing. The Senior Operations Manager reports directly to the Head of Operations and Customer Success and will ensure departmental goals and KPIs are met.

What you'll do

  • Oversee daily operations of the Customer Success team, including managing the customer success managers and training managers. 
  • Act as the Zendesk administrator to ensure all ticket routing, email macros, add ons, etc are working properly.
  • Lead staffing and hiring initiatives to ensure resources are set up to scale. 
  • Ensure a high performing team that meets department KPIs including but not limited to: first response time, resolution time, and customer satisfaction score. 
  • Handle escalated merchant and warehouse issues. 
  • Coach and develop Customer Success Managers.
  • Conduct monthly CSAT deep dives to identify customer pain points and implement resolutions. 
  • Surface recurring problems and relevant solutions to product and engineering teams. 
  • Provide timely and transparent communication to your team to ensure they are knowledgeable and updated on all departmental changes, product releases, and etc.
  • Work cross functionally with other departments such as Solutions, Sales, and Warehousing to streamline processes to improve customer experience and profitability.
  • Promote a team and company culture that encourages top performance and positive morale.
  • Create or improve upon organizational processes to improve work quality, team productivity, and efficiency.
  • Have ability to travel to company headquarters in Southern California for a week per month (once we reopen the office). 

Who we're looking for

  • 5+ years of management experience (ideally in a call center type environment)
  • 1+ years of managing other leaders
  • Strong understanding of fulfillment and logistics
  • Ability to build strong customer centric team culture
  • Process oriented

Bonus Points

  • Comfortable in a fast paced environment and able to make decisions on the spot.
  • Bachelor's degree in operations management or other related fields.

• Meaningful equity in a venture backed start-up
• Medical, vision, dental, life insurance
• 401K Matching
• A clear success path within the company. We want you to grow and lead with us.

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Technology we use

  • Engineering
    • RubyLanguages

Location

Culver City, CA 90066

What are Flowspace Perks + Benefits

Flowspace Benefits Overview

Our employees have full ownership of their work and the autonomy to lead. We believe in empowering you by reinforcing a positive, collaboration-driven career environment. We offer health, dental, and vision benefits, 401k matching, wellness stipend, competitive salary.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Flowspace's team fitness initiatives include In-office boxing classes and monthly gym reimbursement.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Flowspace provides employees with a 401(k) matching plan.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Flowspace's pet policy is dog friendly daily.
Fitness Subsidies
Flowspace reimburses it's employees $50 per month for fitness services and activities.
Home Office Stipend for Remote Employees
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Customized development tracks
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