Operations Manager

At Lou Lou & Company, we create high-quality, beautiful baby and children’s essentials that bring comfort and joy to families everywhere. With over a decade in business and a passionate team behind the brand, we’ve fulfilled over 1,000,000 orders and built a loyal community of customers who love what we do. We’re looking for an experienced, proactive Operations Manager to oversee our customer service, shipping, and storefront teams, manage special projects, and help streamline our day-to-day operations. Position Summary The role of the Operations Manager is to take the vision of where the company is going, and making it real every single day. At Lou Lou & Company, that means leading our Customer Service, Shipping, and Storefront teams and ensuring each is well-staffed, organized, efficient, and aligned with company goals. This person will serve as the key liaison between these teams and company leadership, regularly reporting on performance, challenges, and improvements. This role is ideal for someone who is hands-on, highly organized, and thrives in a fast-paced, team-oriented environment - someone who simplifies everything, cuts the noise, kills the busywork, and makes the next step obvious for the whole team. Key Responsibilities Team Oversight & Support Manage daily operations of the Customer Service, Shipping, and Storefront departments Hire, train, and own the schedule for the team members of those departments Monitor team performance and provide coaching, feedback, and development opportunities Prioritize team tasks and adjust workflows as needed to meet deadlines and goals Build a place people want to be, not just have to be - own the culture, and with it, the team’s retention Hold the standard: coach the team up or coach them out, and protect the best by refusing to carry anything less Operational Efficiency Own systems, not tasks - turn “how we do things” into documented processes anyone on the team can follow Track and analyze team productivity and KPIs Identify inefficiencies and implement process improvements Ensure high-quality standards are maintained in customer interactions and order fulfillment Help grow our in-office storefront by improving merchandising, staffing, and the in-store customer experience Communication & Reporting Run the rhythm: the weekly meeting, the numbers, the follow-ups - the details that keep everything moving Serve as the communication bridge between teams and leadership, always knowing the score so the business never drifts Consistently track team performance, and report on both issues and achievements Recommend staffing needs, resource allocation, and system improvements What the Ideal Candidate Looks Like 3+ years of experience managing a team, ideally in retail, e-commerce, or operations Naturally organized - builds systems and processes without being asked, and keeps them documented Comfortable making decisions and keeping things moving without the owner in the room Data-driven - tracks KPIs and uses them to guide real decisions, not just report on them A culture builder who genuinely cares about the team's experience, not just the numbers Direct but kind - able to coach people up, and know when it's time to coach them out Clear communicator, equally comfortable leading a team meeting and reporting up to ownership Experience with customer service and/or shipping and fulfillment operations preferred Retail or storefront management experience is a plus, given our growth goals for the in-office store Hours: Full-time, Monday–Friday, 8:00am to 5:00pm Location: All hours worked on site, in Lou Lou office and warehouse Benefits include PTO, Health, Vision, Dental Insurance, 401k, and Profit Sharing #J-18808-Ljbffr