Operations Manager

Sway is a fast-growing, LA-based technology and logistics startup that enables consumers to return online purchases without leaving their home. Our mission is to make online shopping more enjoyable by providing a return experience that’s as seamless as the purchase. We combine technology and logistics to provide a white-glove service for consumers -- no more printing, boxes and tape! If you want to join an innovative team that is tackling an area of e-commerce that has been left out to dry, this is the place for you.

The Role:

Sway is seeking an Operations Manager to support Sway operations in the SF/Bay Area market. The OM will play a pivotal role and you’ll work closely with our Head of Operations and Ops Team as we scale the business in SF/Bay Area. You'll be responsible for creating processes that provide customers with an amazing experience from the moment they schedule a pickup, to the moment they receive their refund. This will include managing a diverse team of independent contract drivers, W2 drivers, and liaising with the HQ operations team to share learnings and constantly innovating on our current model. Your day-to-day efforts will support aggressive growth and expansion at a rapidly growing, early-stage startup.

ONSITE - South San Francisco, Ca

What You’ll Do:

• Hire and manage a fleet of drivers based on projected demand
• Perform analysis on daily operations and create process improvements based on the findings
• Deliver excellent customer service; use a customer-first mindset when answering questions from customers with regards to their returns.
• Foster a culture of continuous improvement by implementing process enhancements and promoting innovation
• Work closely with the Head of Operations & Ops Team on a daily basis to relay feedback and identify opportunities for process improvements.
• Develop and implement strategies to drive business development and increase profitability
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement necessary changes
• Provide leadership in strategic planning initiatives to drive long-term growth
• Manage the budget and financial aspects of operations, including profit loss analysis and cost control measures

Requirements

Basic Qualifications

• Bachelor’s degree from an accredited college/university or 4+ years work experience in related field
• 2-4 years of experience (logistics, investment banking, consulting or high-growth startup experience is a plus!)
• Experience, managing and directing the work independent contractors
• Experience in managing complex projects/programs through to completion
• Ability to work in-person at the warehouse facility full-time
• Excellent problem-solving abilities with a focus on process improvement
• Strategic thinker with the ability to develop and execute business strategies

Preferred Qualifications

• Humble, can-do attitude with an obsession for solving problems
• Strong understanding of e-commerce, the online returns process, and logistics
• Strong verbal communication and customer service skills
• Strong Excel / PowerPoint skills (or Google Suite equivalent)
• Prior experience managing independent contractors

Benefits

You'll be excited to join the team because we have:

• The opportunity to join the ground floor of a fast-paced startup!
• 100% health, vision, and dental benefits coverage for employees, and 50% coverage for eligible dependents
• Unlimited PTO
• Employee stock options
• A fun and engaging work environment

The Sway Way:

Bring on the Storm

Every Package Matters

Trust your Numbers

Seek Responsibility

Low Ego, High Ambition

Comp - Salary - $90-110K

If you are a results-driven individual with a passion for driving operational excellence, we would love to hear from you!