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.’
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
