Operations Manager Role

Summary
Sienna Charles, a premier luxury lifestyle company featured in Forbes is seeking a hands-on Customer Service Director to lead and elevate our entire CS function. This is a producer role for someone who builds systems, improves processes, solves problems quickly, and drives consistent performance across a team. You will lead the CS team, refine SOPs, handle escalations, and create scalable workflows that support a high-touch luxury client experience.

Key Responsibilities

Customer Service Leadership
– Lead and coach the CS team day-to-day and ensure high-touch, accurate client support.
– Handle escalations directly and resolve issues quickly.
– Audit service quality and correct gaps immediately.
– Update and enforce SOPs so the team operates consistently at a high standard.

Operational Execution
– Translate the CEO’s vision into clear plans and own their execution.
– Build new processes, checklists, and workflows that scale as the business grows.
– Identify breakdowns or inefficiencies and fix them fast.
– Maintain dashboards, KPIs, and weekly operational rhythms.

Process Improvement and Automation
– Streamline operations using Monday.com, Zendesk, Guru, and automation tools.
– Create tools, templates, and automations that eliminate manual work and reduce errors.
– Continuously refine systems to increase speed, clarity, and accuracy.

Problem Solving and Escalation Management
– Act as the first point of escalation for operational and client issues.
– Troubleshoot and resolve problems hands-on rather than pushing them to others.
– Ensure nothing slows down the team or affects the client experience.

Technology Oversight
– Manage day-to-day use of internal systems and coordinate with developers when updates are needed.
– Ensure tech tools support clarity, efficiency, and reliable service delivery.

Who You Are
– You have a builder mindset and improve broken systems rather than simply managing them.
– You are service-driven and care deeply about accuracy, tone, and client experience.
– You move quickly while maintaining strong attention to detail.
– You communicate clearly and keep leadership and the team aligned.
– You have high ownership and never wait for someone else to fix problems.

Requirements
– 3 plus years leading customer service or operations in a high-touch environment.
– Experience improving SOPs, systems, and workflows.
– Comfort using Monday.com, Ticketing Systems or other CS Tools, Guru, Google Workspace, and automations.
– Proven ability to run a CS team and execute projects from idea to completion.
– Availability in EST timezone, 8am to 5pm, with some flexibility on weekends.

Why Join Us
This is a high-impact role where you will build the systems that power a luxury brand. You will work closely with the CEO, lead a small CS team, and own the operational foundation that enables the company to scale.