The Company: Stork Exchange is an online marketplace connecting parents with a curated selection of returned baby gear direct from retailers and manufacturers. Join us in helping families across the nation lower the financial burden and environmental impact parenting.

The Role: As the Operations Manager, you will be responsible for ensuring the seamless operation of our warehouse and customer support teams. You will manage daily warehouse activities, including inventory intake, inspection, and fulfillment, while also leading our customer support team to provide a best-in-class customer experience. You will work closely with the COO to develop and implement processes that improve efficiency and customer satisfaction. This role requires a hands-on leader who can inspire and develop their team in an ever-changing startup environment.

Location: Charlotte, NC (on-site)

Job Type: Full-time

To apply please send a resume and cover letter to hiring@storkexchange.co

Job Responsibilities:

Team Leadership & Management

• Lead, motivate, and manage a growing operations team, consisting of two senior operations associates, three junior associates, and one customer support agent
• Represent the company’s core values in everything you do; lead by example and set a high standard of work quality and performance
• Foster a collaborative work environment that promotes accountability, adaptability, and continuous learning
• Oversee recruiting, hiring, onboarding, and training for all new hires; identify talent gaps and implement training & development programs to enhance team capabilities
• Lead change management efforts that improve technology adoption and automation across the warehouse and customer support functions
• Utilize data and analytics to track KPIs, report on performance, and make informed, data-driven decisions
• Maintain the company’s internal Knowledge Base, ensuring all process documentation, customer FAQs, and training materials are up to date
• Manage team schedules, approve timesheets, and support resource planning and staffing to ensure we have the right team in place to meet current and future needs

Warehouse Operations

• Oversee daily warehouse operations, including inventory processing, order fulfillment, shipping, receiving, and returns processing
• Coordinate daily work priorities and set clear, actionable goals for the team; monitor progress, and provide regular feedback and coaching to ensure KPIs are met or exceeded
• Maintain a complete and thorough understanding of all operational processes, policies, and systems to swiftly handle operational issues, customer requests, and team support needs
• Develop and maintain standard operating procedures to optimize workflows, enhance productivity, mitigate risk, and reduce errors
• Manage warehouse equipment and technology, ensuring proper usage and maintenance
• Develop safety standards and protocol, educate the team on safety best practices, and adapt training programs as new processes and tools are introduced
• Continuously identify and implement strategies to enhance efficiency, improve quality, and support the company’s scaling operations

Customer Service

• Oversee the customer service function and deliver a 5-star support experience via email, chat, voice, and social channels
• Support the team in resolving escalated customer issues and complaints in a timely manner, ensuring customer retention and loyalty
• Work closely with the sales and marketing teams to align customer service initiatives with business goals and objectives
• Develop and implement policies and procedures to ensure a high standard of customer support and satisfaction
• Monitor performance metrics and KPIs, identify trends, and implement solutions to enhance the customer experience and reduce cost

Qualifications:

• 5+ years of management experience with a track record of managing and scaling operations in a high-growth, dynamic environment
• Experience in warehouse operations, supply chain, logistics, or related field preferred
• Strong leadership skills with the ability to inspire and motivate teams
• Ability to work in a fast-paced environment and adapt to changing business needs
• A proactive, hands-on approach to problem-solving and process improvement
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
• Experience with WMS & CRM systems and an ability to quickly learn new technologies
• Experience with process improvement methodologies a plus