Operations Manager - Miami

Sway (formerly Returnmates) 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 (formerly Returnmates) is seeking an Operations Manager to support Sway operations in our Miami 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 Miami. 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 - Miami, FL - MUST BE BASED OUT OF MIAMI
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
4-6 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 - $80-90K
If you are a results-driven individual with a passion for driving operational excellence, we would love to hear from you!