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.