Senior Operations Manager (NYC)

Nivoda • New York, NY

3d • Onsite

About The Position

We are looking for a highly proactive, operationally sharp, and people-first Operations Manager to lead the day-to-day functioning of our NYC Fulfillment Hub. You will be the backbone of local and North American operations -setting clear expectations, enforcing standards, and driving accountability across intake, QC, shipping, and returns -while building relationships with key suppliers, partners, and carriers. This role is central to ensuring daily success across the last mile of our customer experience, bridging on the ground execution with strategic team development, process optimization, and interoffice alignment.
This is a senior, on-site leadership role with full accountability for people, performance, and culture within our NYC hub , and an exciting opportunity to build upon an established foundation, mentor a team, and drive results in a high-growth environment.

Requirements

• 10+ years in operations, fulfillment, or logistics-based office management
• 10+ years experience in managing or leading small teams
• Demonstrated ability to execute and enforce daily operational workflows
• Proficiency in Excel/Sheets, logistics tools, and time-based performance tracking
• Clear, effective communicator and highly organized leader

Nice To Haves

• Experience within the diamond, gemstone, or luxury goods industry
• Familiarity with FedEx, UPS, or Brinks label creation and carrier coordination
• Proven ability to build systems for operational improvement and team performance
• Strong local familiarity with Manhattan Diamond District operations

Responsibilities

• Own end-to-end intake, QC, shipping, and returns performance, ensuring accuracy, speed, and adherence to service-level commitments
• Ensure daily supplier outreach and confirmation of stone orders, coordinating prompt collection or drop-off.
• Supervise real-time barcode scanning of incoming stones to enable platform accuracy and immediate QC eligibility.
• Oversee unboxing, intake logging, and accurate handoff to Quality Control for daily processing.
• Guarantee that 100% of received stones are QC’d and shipped the same day (where possible) to meet delivery promises.
• Coordinate express stone intake and time-sensitive replenishments into inventory.
• Manage returns network—receiving, sorting, QC’ing, and dispatching goods locally and internationally.
• Maintain strong local relationships with suppliers, runners, carriers, and other NYC-based partners.
• Review weekly operational metrics by function (intake, QC, shipping, returns, express) and implement improvements.
• Lead team check-ins (weekly, biweekly, or monthly), creating personal development plans and ensuring responsibilities are calendar-blocked and enforced.
• Partner with other Nivoda hubs for cross-office alignment and contribute insights in weekly business reviews (WBRs).
• Communicate platform updates, changes in SOPs, or workflow enhancements with transparency and clarity.
• Cultivate a positive team culture rooted in accountability, clarity, and growth.

Benefits

• Flexible working hours and a vibrant company culture
• Remote work
• Medical (United Healthcare), Dental, & Vision (Guardian Life) benefit
• 401K benefit (Guideline Inc)
• Plenty of opportunities for growth and learning
• Unlimited holiday allowance
• Chance to join and contribute to a company during its exponential expansion phase

What This Job Offers

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