About:

A premier luxury lifestyle company featured in Forbes is seeking a hands-on Operations Manager to lead Customer Service and build the systems that keep the business running. This is a producer role for someone who loves solving problems, improving processes, and turning vision into execution. You will manage CS, update SOPs, fix breakdowns quickly, and create scalable workflows across the company.

Key Responsibilities:

Customer Service Leadership

- Lead and coach the CS team day-to-day and ensure high-touch, accurate client support.

- Handle escalations directly and resolve issues quickly.

- Audit service quality and correct gaps immediately.

- Update and enforce SOPs so the team operates consistently at a high standard.

Operational Execution

- Translate the CEO’s vision into clear plans and own their execution.

- Build new processes, checklists, and workflows that scale as the business grows.

- Identify breakdowns or inefficiencies and fix them fast.

- Maintain dashboards, KPIs, and weekly operational rhythms.

Process Improvement and Automation

- Streamline operations using Monday.com, Zendesk, Guru, and automation tools.

- Create tools, templates, and automations that eliminate manual work and reduce errors.

- Continuously refine systems to increase speed, clarity, and accuracy.

Problem Solving and Escalation Management

- Act as the first point of escalation for operational and client issues.

- Troubleshoot and resolve problems hands-on rather than pushing them to others.

- Ensure nothing slows down the team or affects the client experience.

Technology Oversight

- Manage day-to-day use of internal systems and coordinate with developers when updates are needed.

- Ensure tech tools support clarity, efficiency, and reliable service delivery.

Who You Are:

- You have a builder mindset and improve broken systems rather than simply managing them.

- You are service-driven and care deeply about accuracy, tone, and client experience.

- You move quickly while maintaining strong attention to detail.

- You communicate clearly and keep leadership and the team aligned.

- You have high ownership and never wait for someone else to fix problems.

Requirements:

- 3 plus years leading customer service or operations in a high-touch environment.

- Experience improving SOPs, systems, and workflows.

- Comfort using Monday.com, Ticketing Systems or other CS Tools, Guru, Google Workspace, and automations.

- Proven ability to run a CS team and execute projects from idea to completion.

- Availability in EST timezone, 8am to 5pm, with some flexibility on weekends.

Why Join Us:

This is a high-impact role where you will build the systems that power a luxury brand. You will work closely with the CEO, lead a small CS team, and own the operational foundation that enables the company to scale.

Application Process:

As a prestigious luxury company, we receive a high volume of applications for each role. To help us evaluate candidates thoughtfully and efficiently, we ask all applicants to complete a short set of written questions and include a brief video introduction.
Candidates who complete both the written questions and the video will be considered for the next stage of interviews. These responses allow us to get a meaningful sense of your communication style, problem-solving approach, and alignment with our values before moving forward.'

Questions:

Describe a time you inherited a broken or inefficient operational process. What specific steps did you take to fix it, and what was the result? Be as concrete as possible.
Explain your experience leading a Customer Service team in a high-touch or high-expectation environment. What were your responsibilities, and how did you ensure quality and accuracy?
Walk me through a system or workflow you built from scratch (SOP, automation, dashboard, training guide, etc.). What problem were you solving, what tools did you use, and how did you measure its success?
Our team often faces urgent client escalations and fast-moving operational issues. How do you stay calm, prioritize correctly, and make good decisions under pressure?
VIDEO ANSWER - Please record a short Loom video answering: Describe your management style. Include details on the smallest and largest teams you’ve managed, how you structured communication, and how you ensured consistent accountability and performance.

Submissions:

To apply, please send your responses to recruiting@siennacharles.com.
When submitting your application, be sure to include your Complete Response to Questionnaire, Loom Video, country of residence, LinkedIn profile, and resume.

IMPORTANT NOTE: Please do not call, text, or email the Founder regarding this role. All applications and communication must be submitted by following the application process above.

Pay: $70,000.00 - $150,000.00 per year

Application Question(s):

Confirm you are NYC-based and able to work remotely using a remote employee time tracking software.
We must fill this position urgently. Can you start immediately?

Work Location: Remote

Sienna Charles

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