Senior Operations Manager (NYC)

Reporting Manager: VP of Fulfillment

Working Hours: Monday - Fri, 9am - 7pm

Location: 100% on site, 5th Avenue, New York, NY

About the Role

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.

About Us

Nivoda’s growth trajectory has skyrocketed over the past 12 months, and we continue to expand across new regions at an unprecedented pace. Our DNA centers on understanding our customers' needs and offering them a seamless experience. With a growing team based in major cities worldwide, including London, New York, Hong Kong, and Mumbai, Nivoda is becoming the go-to marketplace for the global jewelry industry.

We aim to be bold, innovative, and relentless in our pursuit of excellence as we transform an industry steeped in tradition.

What You'll Do

• 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.
  

Basic Qualifications

• 12+ years in operations, fulfillment, or logistics-based office management

• 12+ 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
  

Preferred Qualifications

• 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

At Nivoda, we believe that employees today want to evolve in a collaborative, high-growth environment where they can demonstrate their abilities and thrive both professionally and personally.

We are convinced that employees need to find alignment between their inner values and their company’s culture and mission to unlock their full potential. We work to create a culture of empowerment, continuous learning and growth where everyone can bring expertise, own projects and easily measure their impact. Dynamic working environment in a rapidly growing company. Enjoy a pleasant, low-hierarchy work environment. Engage in intellectually challenging work that contributes significantly to Nivoda’s success and scalability.

🕰️ 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
Nivoda is proud to be an equal opportunity workplace dedicated to promoting diversity. We don’t discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
Even if it seems you don't meet 100% of our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.
Please note: Our Talent Acquisition Team is international coming from across the world. We kindly ask you to please submit your CV and application in English so that it can be reviewed correctly.
*If after reading this job description you believe this is not the best fit for you, we’d encourage you to join our Talent Pool so we can keep you in mind as new roles open up.
You can sign up here: Nivoda Talent Pool

This ensures you're among the first to hear about openings aligned with your skills and interests.

Please note, we are unable to provide sponsorship for this role.