Operations Manager

Parallelle • New York, NY

48d • $115,000 - $125,000

About The Position

The Operations Manager will be responsible for all day-to-day operational execution for Parallelle, with a primary focus on logistics (factory to 3PL, 3PL performance, order fulfilment, inventory accuracy) and customer service oversight (ensuring timely, high-quality customer experience). This role is perfect for someone who can bring structure to a fast-growing environment, coach a small team, and build scalable systems without losing sight of details.
As Parallelle expands into global markets and adds new regional 3PLs, this role will ensure operational readiness, consistent SOPs and smooth cross-functional coordination. We’re looking for someone who is proactive, organized, calm under pressure, and able to translate business priorities into operational execution. You’ll reinforce expectations, improve workflows, and model the culture we want as we grow.

Requirements

• 3–6+ years of experience in operations, supply chain, logistics, or eCommerce fulfillment.
• Hands-on experience managing at least one 3PL provider.
• Comfortable owning day-to-day operational decisions.
• Strong analytical skills—able to track KPIs, identify issues, and propose solutions.
• Excellent communication and organizational skills.
• Experience with Shopify system, Zendesk, Loop and other CS tools
• Customer-first mindset.
• Experience with international logistics (Asia → U.S. or other regions).

Nice To Haves

• Experience in consumer product, fulfillment, logistics, or production environments
• Background in customer service management or process improvement
• Comfort with basic operational tools (project trackers, dashboards, order systems)

Responsibilities

• Manage all logistics operations for Parallelle, including:
• Serve as the primary point of contact for Parallelle’s U.S. 3PL and any new regional 3PLs added (EU/UK in 2026).
• Monitor warehouse performance and SLAs: receiving, pick/pack accuracy, shipping speed, returns processing.
• Track inbound shipments from the factory (Cambodia) to 3PLs: booking freight, confirming timelines, ensuring correct documentation.
• Coordinate with freight forwarders and customs brokers on import/export processes.
• Maintain inventory accuracy across all locations; investigate discrepancies.
• Support new 3PL onboarding: workflows, packaging requirements, shipping methods, SOP creation.
• Manage order flow for US and international DTC, , and US and international wholesale customers.
• Monitor logistics KPIs—shipping cost trends, delivery times, error rates—and recommend improvements.
• Supervise day-to-day customer service operations (email, chat, phone).
• Ensure response time targets are met (same day/24 hours).
• Review escalations, resolve operational issues such as lost packages, wrong items, or warehouse errors.
• Implement CS SOPs to create consistent, brand-appropriate service.
• Monitor return reasons & customer feedback to identify product or process issues.
• Work with marketing to maintain accurate FAQ content and help-center material.
• Provide weekly and monthly reporting on CS trends and opportunities.
• Build and document SOPs for logistics, returns, CX workflows, and 3PL communication.
• Implement process improvements that reduce errors, cut costs, or speed up delivery.
• Identify tools needed to scale (e.g., WMS integrations, customer service platforms, tracking tools).
• Partner with finance on landed cost accuracy, freight budgeting, and inventory reconciliation.
• Collaborate with product and merchandising teams for launch readiness: packaging, SKU setup, inventory forecasting.
• Work closely with:
• Factory/production for inbound planning
• Marketing/Revenue to support promotions and new product launches
• Finance for inventory costing and monthly close
• Serve as the operational “connective tissue” to keep Parallelle’s engine running smoothly.

Benefits

• Health
• PTO
• Salary: $115,000 - $125,000 with discretionary bonus based on individual and company performance
• additional perks aligned with Parallelle’s policies

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed