Operations Manager

Happy Returns Warehouse Operations ManagerHappy Returns is solving the #1 pain point of e-commerce: returns. Our mission is to make returns beautiful for shoppers, retailers, and the planet—which we do through our unique combination of proprietary software and reverse logistics. We invented 3rd-party box-free consolidated returns—which have since become the industry standard—and we provide the only end-to-end returns solution that is not only delightful for customers but also saves money for retailers and is better for the planet.Happy Returns is:A UPS CompanyLoved and adored by shoppers — for proof, check out our 93 NPSExperiencing rapid growthSeeking top talent to contribute to the expansion of the businessPosition SummaryThe Warehouse Operations Manager will oversee all shift operating hours, processes, and people. Reporting to the Site Leader, the Warehouse Operations Manager will:Own the day-to-day performance of the site including keeping operations running to plan and proactively flagging emerging risks and improvement opportunitiesFocus the hourly workforce, Supervisors, and Operations Coordinators on the highest-impact work of the day/shift, to include how we allocate labor, set production goals, and track hourly KPIsTranslate site goals and Site Leader direction into clear shift-level plans with milestones and metrics; drive consistent progress against daily/weekly KPI's, remove floor-level blockers, optimize efficiency, and ensure quality and safety standards are metIdentify and diagnose operational problems such as errors, exceptions, and capacity constraints through root cause analysis, and define the problem by solvable partsImplement change and develop new processes to improve throughput and efficiency, facilitating continued rapid growth by creating strategic plans that accommodate increased volume and make optimal use of available space as capacity needs evolveCommunicate clearly with Supervisors, hourly workforce, and cross-functional partners, which include, but are not limited to, Transportation, Automation, IT, Quality, and Product, to keep the site running smoothly; represent the site to partners, customers, and vendors as needed, and step in to run meetings and escalations in the Site Leader's absence, including site safety walks and production callsLead hourly workforce and Supervisors through volume swings, new processes, and the ambiguity common to a fast-scaling operation, ensuring that the team remains focused and resilient through shift changes, seasonal surges, and new initiativesRecruit, hire, train, and develop Supervisor(s), Operations Coordinators, and hourly workforce; set clear expectations, give direct feedback, measure performance through metrics, hold Supervisors accountable for their team's performance, and build a strong, team-oriented site cultureMaintain a safe work environment by actively building and reinforcing safety standards at the siteRequirementsWe are looking for someone with:B.S. or B.A. degree6+ years' experience managing in a fast-moving warehouse environment4+ years' experience managing supervisory employeesExperience in an ultrafast-scaling organization and/or excitement to be a part of one – we are disrupting a multi-billion-dollar industry and are expecting tremendous growth in the near-termProven ability to effectively motivate, develop, and manage 30+ employees. Our culture is a critical part of our success, and you need to help drive it.Fine-tuned attention to detail – our retailer partners depend on us to return their products to them in perfect conditionExcitement for working in a start-up environment with high level of ambiguity and changeStrong project management and continuous improvement skillsA long-term perspective on career development and desire to grow professionally within the companyWork a flexible schedule/shift/work area, including weekends, nights, and/or holidays on occasion based on business needCPR/First Aid certifiedWork EnvironmentWarehouse setting with exposure to varying temperatures and weatherLift up to 60 pounds and frequently push, pull, squat, bend, and reachMay require extended hours or weekend shifts.Fast-paced, high-volume environment with multiple clientsStand/walk for up to 12 hours during shiftsWork in an environment where the noise level varies and can be loudEEO StatementHappy Returns, a UPS Company is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, veteran, disability, age, sexual orientation, gender identity or any other characteristic protected by law.Visa SponsorshipWe do not offer visa sponsorship for this role. Candidates must be authorized to work in the U.S.Statement to Third Party AgenciesTo all recruitment agencies: Happy Returns only accepts resumes from agencies on the UPS preferred supplier list. Happy Returns is not responsible for any fees or charges associated with unsolicited resumes.