Night Senior Operations Manager

About the role

The role involves overseeing the operations of the Warehouse and managing its employees. The incumbent will lead a team to achieve high performance standards through effective communication, mentorship, and feedback. They will also manage the team's safety and ensure they meet service levels and quality expectations within financial constraints.

Responsibilities

• Inspire a team of 2-3 Managers, 3-10 supervisors and 50-350 full-time employees to perform at a high level through effective communication, mentorship and feedback
• Model a culture of ownership in every customer and employee interaction
• Manage the overall direction, development, and performance of the department and operations partners both internal and external
• Meet and/or exceed service levels and quality expectations, while working within financial constraints
• Keep the team safe by driving a culture of safety as the foundation of what we do, utilizing not only 5S, but also empowering safety behaviors and striving for excellence and cleanliness
• The position will be responsible for determining and providing best solutions to drive revenue and reduce cost
• Provide direction on support processes and set up to ensure consistency, productivity and profitability
• Liaison with supervisors, team leaders, and athletes to gather information and resolve issues
• Monitor program effectiveness and report on productivity to senior leadership
• Manage staffing levels and scheduling to optimize performance, including planning, assigning, and directing work
• Maximize team performance through training, motivation, and incentive programs
• Suggest innovative solutions that improve customer satisfaction while reducing cost
• Develop supervisors to become bigger leaders
• Provide clear, constructive direction and feedback
• Display strong analytical and problem-solving skills; think outside of the box; may not always know the answer, but certainly know how to find it
• Value and appreciate the customer perspective
• Communicate with and understand the needs of internal and external customers
• Mesh well with the existing management team by being a good listener, a team builder and an articulate advocate of our collective vision
• Responsible for quality metrics related to athlete performance
• Responsible for influencing strategy and vendor direction

Requirements

• Bachelor’s degree in Business, Management, or related field, or an equivalent combination of education, training and experience is required
• Minimum of 3 years of related experience as an Operations Manager in a customer care environment, including hiring, motivating, coaching, counseling, and training

Qualifications

• Excellent active listening skills
• Ability to read, write and speak articulately
• Active decision-making and problem-solving
• Thrive in a fast-paced team environment
• Superior emotional intelligence, a kind and empathetic disposition
• Possess a sensational personality, tons of patience, and the willingness to get involved in day-to-day activities
• Experience with deploying new contact center technology
• Ability to conceptualize, launch and deliver multiple projects on time
• Must be Able to Lift Approximately 25 lbs
• Must be Able to Perform Physical Duties of Position such as Assisting in Moving Product from Printing to Packaging Departments
• Demonstrates Effective Communication and Interpersonal Skills
• Able to Operate Computerized Scanning Equipment and PC Based Inventory Control Programs
• Ability to Stand 8 to 10 Hours per Day
• May be Expected to Walk Up to 10 miles per day

Benefits

• Culture: Join a team where you're surrounded by top-tier talent, driven by a shared passion to relentlessly enhance the fan experience. With a focus on collaboration, support, and continuous development, you'll be empowered to help shape our culture that celebrates both individual and team successes
• Benefits: We provide a wide range of health, financial, legal, and development assistance, including wellness programs with fitness and weight management partners, paid maternity paternity leave, and infertility treatment. Additionally, we offer flexible time off to help you recharge, along with a competitive 401k plan to support your financial future