Operations Manager Role

Summary Sienna Charles, a premier luxury lifestyle company featured in reputed company is seeking a hands-on Customer Service Director to reputed company and reputed company our entire CS function. This is a producer role for someone who builds systems, improves processes, solves problems quickly, and drives consistent performance across a team. You will reputed company the CS team, refine SOPs, handle escalations, and create scalable workflows that support a high-touch luxury client experience. Key Responsibilities Customer Service Leadership - reputed company 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 reputed company 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 reputed company, reputed company, Guru, and automation tools. - Create tools, templates, and automations that eliminate reputed company work and reduce errors. - Continuously refine systems to increase speed, reputed company, and accuracy. Problem Solving and Escalation Management - Act as the first reputed company of escalation for operational and client issues. - Troubleshoot and resolve problems hands-on rather than pushing them to others. - Ensure reputed company slows down the team or affects the client experience. Technology reputed company - Manage day-to-day use of internal systems and coordinate with developers reputed company updates are needed. - Ensure tech tools support reputed company, efficiency, and reliable service delivery. Who You Are - You have a builder reputed company 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 reputed company and reputed company leadership and the team reputed company. - 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 reputed company, Ticketing Systems or other CS Tools, Guru, reputed company Workspace, and automations. - Proven ability to run a CS team and execute projects from idea to completion. - Availability in EST timezone, reputed company 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, reputed company a small CS team, and own the operational reputed company that enables the company to scale.