Role: Sr. Manager of Operations

Department: Operations

Type: Full-Time

Reports To: Chief of Staff / VP of Operations

Location: Remote / Hybrid NY Preferred

Required Work Authorization: USA

As the Sr. Manager of Operations, you serve as the operational backbone of Crown Affair and are responsible for improving operational workflows and processes and driving strategic initiatives to scale our operations as we grow. This role oversees all fulfillment operations to ensure on time and accurate delivery of our products to all of our customers and retail partners, while building our business operations function to optimize our workflows and processes across the organization. The ideal candidate will have significant experience across warehouse and business operations with a proven ability to think process first while rolling up their sleeves to drive execution. This role reports directly to the Chief of Staff/VP of Operations and works cross-functionally across the entire organization.

Key Responsibilities

Fulfillment Operations

Warehouse Operations

• Lead end-to-end fulfillment logistics strategy including all 3PL warehouse operations from receiving, QC, kitting, warehousing, order fulfillment, shipping, distribution, and returns processing
• Partner with warehouse operations consultants to create and implement processes and best practices at all stages to ensure accurate and safe movement of goods
• Set performance expectations and drive accountability for on-time and accurate delivery of goods across all distribution channels (DTC, wholesale, and retail)
• Direct physical inventory auditing function, inventory management strategy, and establish metrics for inventory accuracy and optimization
• Oversee inventory system & ERP transition and implementation, ensuring team alignment and adoption
• Manage relationships with 3PL partners, setting clear expectations and ensuring all operational requirements are met
• Monitor and optimize monthly freight spend and performance; provide strategic direction on shipping and logistics decisions

CX Operations

• Establish vision and standards for order management processes from order capture through fulfillment and delivery
• Drive customer experience operations strategy, identifying opportunities to enhance satisfaction and retention
• Set and monitor key performance metrics for customer satisfaction, response times, and resolution rates

Retail Operations

• Provide strategic oversight of retail and wholesale customer relationships, ensuring team delivers exceptional partner experience
• Direct sales order processing and EDI system management; analyze inventory availability and impact to WoS
• Establish protocols and lead collaboration with internal and external finance teams to ensure proper invoicing, accounts in good standing, and compliance with shipping policies

Business Operations

Project Management, Process, Reporting and Systems Implementation

• Lead cross-functional process improvement initiatives, strategically streamlining workflows across the organization
• Identify and implement operational optimizations that impact multiple business areas
• Oversee project management function to support strategic initiatives across the company
• Support marketing-led initiatives including influencer seeding kits, merchandise requests, and gifting programs
• Oversee all procurement flows and develop processes to manage procurement requests across the organization
• Oversee business systems and technology implementation to drive operational efficiency
• Drive facilities management and ensure operational continuity
• Manage data analytics and reporting functions, developing dashboards and KPIs to inform strategic decisions

Key Requirements

Experience & Education

• 7+ years of progressive experience in operations management, with exposure to logistics, fulfillment, customer operations, and/or business systems
• Experience managing a team of consultants, third party vendors and internal team members
• Proven track record managing multiple operational functions simultaneously in a high-growth environment
• Experience in consumer goods, e-commerce, DTC, or beauty/personal care industries strongly preferred
• Bachelor's degree in business, supply chain management, operations, or significant real-world experience; MBA or relevant advanced degree a plus

Technical Skills & Knowledge

• Strong proficiency with ERP, WMS, and EDI systems
• Advanced knowledge of Google Sheets, Microsoft Excel, and data analytics tools
• Experience implementing new business systems and technology platforms
• In-depth knowledge of operations, logistics, and fulfillment best practices
• Understanding of finance, purchasing, and manufacturing functions that interface with operations

Core Competencies

Strategic Execution Mindset - Ability to see the big picture and develop long-term operational strategies while rolling up sleeves to drive hands-on execution; comfortable operating at both strategic and tactical levels

Exceptional Prioritization & Impact Assessment - Proven ability to manage multiple priorities across cross-functional teams, assess business impact, and identify high-value process optimizations that drive measurable results

Ownership & Autonomy - Thrives in ambiguous, evolving environments; takes full ownership of outcomes and works collaboratively across diverse functional areas without constant direction; comfortable operating in the grey area as the company scales

Highly Organized & Detail-Oriented - Maintains exceptional attention to detail while managing complex, multi-faceted operations; nothing falls through the cracks

Critical Thinking & Complex Problem Solving - Demonstrates strong analytical skills and ability to solve multifaceted operational challenges; approaches problems methodically and implements sustainable solutions

Outstanding Communication Skills - Communicates effectively with executives, peers, cross-functional partners, and external vendors; knows when to escalate issues and how to influence without authority; able to communicate up, across, and down the organization

About Crown Affair

Crown Affair is a first of its kind haircare brand that empowers people to redefine their relationship with their hair through accessible luxury products, guidance, and community. We believe that loving your hair starts with understanding how to care for it. Each product we make is developed to work together with any (or all) of our other products, so that together they form more than a routine: it's a ritual. We've partnered with dedicated craftsmen and chemists around the world to create thoughtfully sourced products you'll love using each and every day.

Our Core Values

Abundance Mindset: Believe, love, and trust yourself and your team. We approach our work with generosity, collaboration, and the belief that there is enough success to go around. We celebrate wins together and support each other through challenges.

Find Ritual: Consistency yields consistent results. We believe in the power of thoughtful routines and deliberate practices. We show up reliably for our customers, our partners, and each other, knowing that excellence comes from sustained commitment.

Take Great Care – In Pursuit of Excellence: Mindfulness and intention in our decisions. We are meticulous in our approach, considering the impact of every choice we make. We hold ourselves to the highest standards and continuously strive to improve in everything we do.

About The Founder

Dianna Cohen started her career at digital content platform, Into The Gloss, in 2012. She was part of the founding team of e-commerce mobile app, Spring, where she launched and managed their marketing channels from pre-launch through year two. From there, she worked closely with former Jimmy Choo founder, Tamara Mellon, to relaunch her namesake brand as a direct-to-consumer, luxury company. After launching Tamara Mellon in 2016, Dianna joined travel company, Away, as Head of Partnerships until she left to start Levitate at the end of 2017. Under Levitate, Dianna has worked with a number of direct-to-consumer brands including, Harry's / Flamingo, Outdoor Voices, Yumi, Buck Mason, The Wing, and more. Dianna is part of Forbes' 30 Under 30 for the Class of 2019.

Crown Affair is an equal opportunity employer, and we encourage applications from candidates of diverse backgrounds and experiences.