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Operations Manager Full Time Role at Sienna Charles LLC. Location Information: Anywhere in the World. . . Headquarters:. New York . URL:. . https://siennacharles.com. . . 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.. . Our Application Process:. . . As a prestigious luxury company, we receive a high volume of applications for each role. To help us evaluate candidates thoughtfully and efficiently, we ask all applicants to complete a short set of written questions and include a brief video introduction.. . Candidates who complete . both the written questions and the video. will be considered for the next stage of interviews. These responses allow us to get a meaningful sense of your communication style, problem-solving approach, and alignment with our values before moving forward.. . Kindly submit your application via email at [email protected]. . . Questions:. . . Describe a time you inherited a broken or inefficient operational process. What specific steps did you take to fix it, and what was the result? Be as concrete as possible.. . Explain your experience leading a Customer Service team in a high-touch or high-expectation environment. What were your responsibilities and how did you ensure quality and accuracy?. . Walk me through a system or workflow you built from scratch (SOP, automation, dashboard, training guide, etc.). What problem were you solving, what tools did you use, and how did you measure its success?. . Our team often faces urgent client escalations and fast-moving operational issues. How do you stay calm, prioritize correctly, and make good decisions under pressure?. . VIDEO ANSWER - Please record a short loom video answering: Describe your management style. Include details on the smallest and largest teams you’ve managed, how you structured communication, and how you ensured consistent accountability and performance.. . . Note: When submitting your application and responses, kindly include your country of residence, LinkedIn Profile, and Resume.. 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.. . To apply:. . https://weworkremotely.com/remote-jobs/sienna-charles-llc-operations-manager-full-time-role.