Operations Manager

About the role Sway is looking for an Operations Manager to lead and optimize our operations in the market. In this critical role, you will work closely with our Head of Operations and Regional Manager to scale our business effectively. You will design and implement processes that ensure a seamless customer experience—from the moment a customer order and/or pickup is scheduled, to when the package is delivered or a refund is received. This role involves managing a diverse team of independent contract drivers and W2 warehouse staff, as well as collaborating with the HQ operations team to share insights and continuously refine our model. Your contributions will directly support Sway's ambitious growth and expansion as a fast‑paced, early‑stage startup. What you’ll do Build and oversee a team of independent contract and W2 drivers, aligning fleet size with demand. Ensure drivers are well‑trained and maintain high standards for customer service and delivery performance and efficiency. Perform comprehensive analyses of daily operations, identifying areas for process improvement and implementing solutions based on your findings. Deliver exceptional customer service by adopting a customer‑first mindset when addressing inquiries related to returns and other services. Foster a culture of continuous improvement within the team by implementing process enhancements and encouraging innovative practices. Work closely with the Head of Operations and the Central Ops Team daily to relay feedback and identify opportunities for operational enhancements. Develop and implement strategies to drive business development efforts and enhance overall profitability. Monitor and analyze key performance indicators (KPIs) to pinpoint areas for improvement, implementing necessary changes to enhance efficiency. Provide leadership in strategic planning initiatives aimed at fostering long‑term growth and sustainability for the company. Manage the budget and financial aspects of operations, including profit and loss analysis and cost control measures to ensure fiscal responsibility. Basic Qualifications Bachelor’s degree from an accredited college/university or 4+ years of work experience in a related field. 2‑4 years of experience in logistics, warehouse operations or operations consulting. Proven experience in managing and directing the work of independent contractors. Experience in managing complex projects or programs from conception to completion. Ability to work in‑person at the warehouse facility full‑time. Excellent problem‑solving abilities with a focus on process improvement. Experience translating and clearly communicating team performance up to upper management. Strategic thinker capable of developing and executing effective business strategies. Humble, can‑do attitude with a strong obsession for solving problems. Excellent verbal communication and customer service skills. Preferred Qualifications Experience in a high‑growth startup environment. Strong understanding of e‑commerce, the online returns process, and logistics. Proficient in Excel and PowerPoint (or Google Suite equivalent). Prior experience using data tools such as Sigma. Prior experience managing independent contractors is a plus. Benefits Be part of shaping our company’s future, where your ideas and contributions make a direct impact as we grow. Comprehensive Health, Dental, and Vision Coverage: 100% coverage for employees and 50% for eligible dependents. Unlimited PTO: Take approved time off when you need it with our flexible unlimited PTO policy, supporting your work‑life balance. Employee Stock Options: Become a shareholder in our success with stock options that will allow you to benefit from the growth you help create. Dynamic and engaging work environment: Experience a collaborative atmosphere where teamwork is crucial and everyone contributes to our shared success. Location Onsite at our Austin warehouse (North Austin). #J-18808-Ljbffr