Senior Operations Manager

SUMMARY:

Reporting to the Managing Director, the Senior Operations Manager owns the end-to-end order fulfillment experience for Garage Hub — from the moment an order is transmitted to a supplier through delivery at the customer's door — and is responsible for managing the supplier performance and order execution that sit behind it.

Beyond running the day-to-day, this person will take on special projects and cross-functional strategic initiatives alongside the Managing Director, moving the organization from reactive problem-solving to proactive risk management and identifying where automation and AI can remove manual work. Garage Hub is scaling quickly, and much of the job is making sure nothing breaks as it does.

This role manages one Operations Clerk today, with a clear trajectory to help build out the team as volume scales, and works closely with the Managing Director, COO, and President.

The right person will be a self-starter with a bias for action, ready to roll up their sleeves on cross-functional projects while also comfortable managing people, and will have a track record for building new processes from the ground up and getting things done.

The culture is startup-paced and intellectually honest. We work hard, we debate ideas at the whiteboard and make decisions the same day. If you want a slow-moving environment with lots of process, this isn't it. If you want to build something real, fast, with people who are just as bought in as you are — this is exactly it.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Owns the health of order transmission to suppliers and manages supplier performance, driving accountability for on-time processing and shipping against goals, with clear improvements of key cancellation and late order KPIs.
• Owns the daily cancellation process and the levers behind it, driving the rate down against goal.
• Owns late-order performance against our channel partners' standard, and can tell a real improvement from one with manual workarounds.
• Owns the returns-to-supplier workflow (RMA retrieval and tracking), coordinating with the Operations Clerk and the Returns Center Manager on the physical handoff.
• Owns the operational preconditions that make a claim recoverable working with Finance.
• Owns warehouse onboarding process execution — turning the current ad hoc handoffs into a defined, gated process with clear ownership at each step, so no location sits idle while each party believes it is waiting on someone else.
• Runs the operating cadence: the weekly warehouse performance review, the reporting behind it, and the follow-through between meetings.
• Manages the Operations Clerk, with the mandate to help grow the team as the function scales.
• Leads special projects and cross-functional strategic initiatives alongside the Managing Director and other leaders.
• Leads process optimization and automation, partnering with technical teams to apply AI and systems-based solutions that cut manual work and cycle times — including piloting agents against the highest-volume manual work and measuring what they actually save.
• Identifies structural and process inefficiencies across the fulfillment organization, developing and implementing targeted improvement initiatives in collaboration with cross-functional teams.
• Proactively identifies points of potential failure across the order lifecycle and puts safeguards in place before issues occur.
• Other duties as assigned.

QUALIFICATION REQUIREMENTS:

• Must be able to work until 2:00 PM PT
• Full professional fluency in written and spoken English
• 4-6 years of operations management experience, including some experience managing people or functions
• Experience owning supplier, logistics/carrier, or fulfillment relationships is strongly preferred
• A demonstrated track record of building or improving processes and SOPs, ideally in a fast-growing or startup environment — this person should be genuinely crafty about finding ways to make things more efficient and automated, not just execute an existing playbook
• Self-driven, comfortable in dynamic, fast-growing environments and able to implement solutions independently (start-up experience preferred)
• Strong problem-solving skills and ability to anticipate issues before they surface
• Analytical mindset with a focus on data-driven decision-making, and the discipline to trust a number only once you understand how it was produced
• Business acumen with the ability to relate financial and operational data to decisions
• Comfortable using AI tools as part of the job, not just aware of them
• Excellent communication skills to facilitate collaboration across teams
• Proficient in Google Suite products and data processing/reporting tools
• Bachelor's degree required

TRAVEL:

• Limited to no travel will be required for this position.