Senior Operations Manager

Floom is a fast-moving startup, working on multiple continents over multiple time zones. As such, we require a superstar Senior Operations Manager to act as a vital part in the cross-functional work at Floom, building and managing relationships between Product, Sales and Ops.

As a member of the Marketplace Ops leadership team, you will drive strategic, analytical and operational projects to improve the bottom line. We are looking for an exceptional individual to join Floom to lead our marketplace operations, overseeing our commercial and operation goals. You must be extremely solutions-driven, detail-oriented, mission-aligned, and excited to work in a startup environment.

Excel, ZenDesk, Notion and Google Sheets will be your bread and butter, and you’ll love to suggest improvements to operational processes.

Your Responsibilities:

• Overall responsibility for the operations team, covering both B2B, B2C and customer support
• Line management, coaching and development of operations team individuals
• Liaise with and maintain relationships with outsourced teams & suppliers
• Provide feedback and solutions on standard operating procedures for everyday situations. Creating automations to better existing manual processes.

• Manage the Customer service team and processes

• Identify and act to remove obstacles to delivering consistently high levels of service across both our B2B and B2C offerings
• Manage our Florist relationship direct reports. This includes; ensuring their success on our marketplace, providing product updates, managing referrals and enhancing our relationships
• Provide weekly reports to leadership on the success of your departments
• Help foster a team culture which has a quality CX ethos, one that engages team members and inspires individuals to strive for continuous improvement
• Maintain a smooth running of transatlantic operations
• Create and maintain internal reporting of company KPIs
• Manage a budget and support all teams to deliver to company forecasts

Requirements

• Proven experience with running an operations team, including the areas of customer service and account management
• Proven experience in line management, dealing with outsourced partners and third party suppliers
• Proven experience in working with cross functional teams
• Ability to create forecasts and model new scenarios/revenue streams
• Excellent verbal and written communication skills
• Strong analytical skills
• Previous experience in a e-commerce/marketplace space (preferred)
• Previous experience within an early stage startup environment is vital

Benefits

• 25 days holiday PLUS Bank Holidays!
• Contributory pension scheme
• Charlie HR perks and benefits
• Equal maternity/paternity leave policy
• Classpass Subscription
• Private dental cover