Operations Manager

Job Description

Job Description

Here’s the full updated description with all three partnership programs woven in:

Operations Manager — Lanna Lashes Miami, FL (Hybrid or Remote considered for the right candidate) Full-Time | Beauty & E-Commerce

About Lanna Lashes

Lanna Lashes is a premium lash and eye care brand built for professionals and enthusiasts who refuse to compromise on quality. We operate across DTC e-commerce, wholesale/B2B, professional education through Lanna Academy, and a growing membership community called The Lanna Circle. We’re a lean, founder-led company moving fast — and we need an operations leader who can keep everything running smoothly behind the scenes.

The Role

We’re hiring an Operations Manager to own the day-to-day operational backbone of Lanna Lashes. You’ll work directly with the founder to manage fulfillment, inventory, supplier relationships, team coordination, and the systems that keep our business running. You’ll also play a key role in supporting our three active partnership programs — wholesale/B2B, school partnerships, and brand ambassadors — ensuring each one runs with consistency and professionalism.

This is a hands-on role — you’ll be in the details, solving problems before they escalate, and building processes that scale.

What You’ll Own

• Order & Fulfillment Management — Oversee order processing, tracking, and escalations across Shopify and SkuLabs. You’re the first line of defense when something goes wrong.
• Inventory Management — Monitor stock levels, set reorder triggers, coordinate with suppliers, and prevent stockouts before they happen.
• Supplier & Vendor Communication — Manage relationships with domestic and international suppliers, coordinate production timelines, label corrections, and shipment planning.
• Team Coordination — Collect and review EOD reports, manage staff task delegation, and keep the team accountable to deadlines.
• CRM & Systems Management — Maintain and organize HubSpot CRM records, ensure form-to-CRM data integrity, and support B2B/wholesale pipeline tracking.
• Customer Escalations — Handle escalated customer service issues including chargebacks, tracking discrepancies, and order disputes with professionalism and speed.
• Wholesale & B2B Partnership Program — Support the operational side of our professional wholesale program, including onboarding new accounts, managing the partnership inquiry pipeline in HubSpot, and ensuring wholesale orders are fulfilled accurately and on time.
• School Partnership Program — Coordinate logistics and communication for our growing network of cosmetology and lash school partners under Lanna Academy, including kit fulfillment, curriculum material distribution, and ongoing account management.
• Brand Ambassador Program — Manage ambassador onboarding, track deliverables, coordinate PR box fulfillment, and ensure ambassadors have the assets and support they need to represent the brand effectively.
• Process Building — Document SOPs, identify operational gaps, and build systems that reduce founder dependency over time.

What We’re Looking For

• 3–5 years of experience in operations, ideally at a DTC e-commerce or consumer goods company
• Proficiency with Shopify — order management, product setup, and reporting
• Experience with HubSpot CRM — contact management, pipelines, and workflows
• Familiarity with inventory management systems (SkuLabs or similar)
• Experience supporting or managing B2B, wholesale, or partnership programs
• Strong organizational skills with an ability to manage multiple priorities without dropping the ball
• Clear, professional communicator — with suppliers, partners, ambassadors, and customers alike
• Comfortable working in a lean, fast-moving environment where you wear multiple hats
• Based in or willing to work Miami hours

Bonus Points

• Experience in beauty, cosmetics, or professional lash industry
• Familiarity with fulfillment operations and freight/shipping logistics
• Experience managing international supplier relationships
• Background supporting school, affiliate, or ambassador programs
• Comfort with tools like Google Workspace, Slack, and project management platforms

What You’ll Get

• Competitive salary commensurate with experience
• Direct access to the founder and real ownership of outcomes
• A brand people genuinely love — your work will matter
• Room to grow as the company scales

To Apply

Submit your resume and a brief note (3–5 sentences max) on a specific operational problem you identified and solved. We read everything.