Operations Support Manager

Reflex is changing the way that 15 million Americans work in retail. We’re building a platform that matches leading apparel brands with the top tier of retail talent, on-demand. Our vision is to be the best way to work in retail - unlocking flexibility for all. About This Role As the Operations Support Manager, you will own the people and performance of Reflex’s real-time support function. You’ll directly manage a team of Operations Shift Leads and Operations Support Specialists, ensuring our support operation runs at a high level across every shift, seven days a week. This role will generally work a Tuesday - Saturday schedule, but must have flexibility for shifting your schedule or holidays as needed by the business. You’ll set the tone for how the team operates, coach and develop your direct reports, help to manage our outsource vendor relationships, and partner with operations leadership to build a support function that scales with the business. Your schedule is Tuesday through Saturday, with availability for other days and holidays as business needs require. What You'll Do Directly manage an Operations and Support team, owning performance, growth, and day-to-day engagement across the team Coach Shift Leads to run effective shifts and grow as leaders in their own right Set clear expectations, provide regular feedback, and lead performance reviews Build a team culture that is empathetic, accountable, and resilient under pressure Own the day-to-day relationship with Reflex’s outsource support vendor, ensuring alignment on SLAs, quality standards, and operational expectations Monitor vendor performance and attend regular business reviews to drive accountability and continuous improvement Partner with operations leadership on capacity planning, escalation paths, and contract alignment Operations & Quality Ensure consistent coverage and quality across all support channels (text, email, phone) across all shifts Monitor KPIs and operational metrics, identify trends, and drive improvements Own and evolve playbooks, escalation protocols, and onboarding materials for the support team Serve as the escalation point for complex or high-priority issues that require management involvement Cross-Functional Partnership Partner with Growth, Product, and Retail Success teams to surface support trends and resolve systemic issues Represent the support function in cross-functional planning and ensure the team has what it needs to execute Who You Are 2 - 4 years of experience managing people in a support, operations, or customer service environment Experience managing an outsource or BPO vendor relationship is a plus Strong operational instincts - you can read a metric, identify a problem, and drive a fix A genuine coaching mindset: you invest in your reports and take their development seriously Excellent communication skills and comfort working across teams and levels of seniority Experience in a fast-moving startup or marketplace environment is a plus Familiarity with the administrative and configuration components of support tooling (Front, Aircall, or comparable) is a plus Availability to work a Tuesday - Saturday schedule, with flexibility for shifting your schedule or holidays as needed by the business What We’re Offering Equity grant as one of the first ~30 employees at a fast-growing, venture-backed company Competitive salary and health, vision, and dental benefits Flexible vacation policy Hybrid team based in downtown Austin Our customers and users come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds. If you share our values and our enthusiasm to improve retail, you'll find a home here at Reflex. Reflex is proud to value diversity at our company. All qualified applicants will receive consideration for employment. #J-18808-Ljbffr