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Operations Manager Role at Sienna Charles. Location Information: . 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.. Please mention the word **SURREAL** and tag RMTA0LjE1NC4yMDcuNTI= when applying to show you read the job post completely (#RMTA0LjE1NC4yMDcuNTI=). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human..