The Operations Manager is a senior operational leader responsible for driving cross-departmental efficiency, project implementation and leading the transformation of client services into a centralized function. This role serves as the on-site operational and second-in-command at our impressive Owings Mills facility, and partners with leadership headquarters in New York.
Key Responsibilities
- Serve as operational 2iC, supporting logistics and operations leadership
- Conduct daily reviews with the client services manager to monitor response times, accuracy, staffing needs and service quality
- Assist the client services manager in leading and training the client services team, with an 18-month goal of fully consolidating client services out of showrooms
- Introduce refined email response frameworks and implement consistency company-wide service language
- Oversee claims and quality control, making high-level decisions on returns procedures with strong client sensitivity
- Train cross-departments (client services, warehouse etc.) on quality standards, timeliness and order tracking
- Act as the primary liaison between client services, sampling, warehouse, sales and management
- Support client visits, operational tours and day-to-day operation of the satellite showroom
- Assist with launching and scaling new sample-support operations for domestic showrooms
- Deliver quarterly performance and efficiency reports for the executive team
- Lead client services adoption of new systems and website interfaces
Qualifications, Experience & Skills
- 7+ years of experience in operations, client services or fulfillment leadership
- Degree in business administration, operations management, supply chain/logistics, management or related field
- Strong people-management skills with experience coaching and performance-managing teams
- Proficient in CRM and client-service platforms, ERP or order-management systems and advanced excel reporting
- Proven ability to standardize processes and lead organizational change
- Excellent written and verbal communication skills
- Experience in logistics, sampling, warehousing or multi-location service environments preferred
Holland & Sherry is a fast-growing, and dynamic player in the luxury To-the-Trade interiors textiles arena. We are a leading provider of high-quality product, known for our commitment to innovation and customer satisfaction.
What we offer
• A competitive salary
• Comprehensive medical, dental and vision insurance
• 401k retirement savings program with employer matching contributions
• Paid time off with at least 10 federal holidays observed throughout the calendar year
