Operations Manager

Sway is a fast-growing, LA-based technology and logistics startup providing next-generation delivery and return solutions for brands and 3PLs. We leverage a gig marketplace to pair driver partners with optimized routes in local neighborhoods, while our technology creates a rideshare- and food-delivery-like experience for shoppers.

Our mission is to make online shopping more enjoyable by offering a delivery and return experience that’s as seamless as the purchase itself. If you want to join an innovative team tackling one of the most overlooked areas of e-commerce, this is the place for you.

Sway is venture-backed by top VCs in LA and NYC, and supported by founders of Allbirds, Warby Parker, Harry’s, and thredUP. Our team includes innovative builders and industry experts from companies like Uber and Pitney Bowes.

About the role

Sway is looking for an Operations Manager to lead and optimize our operations in the market. In this critical role, you will work closely with our Head of Operations and Regional Manager to scale our business effectively. You will design and implement processes that ensure a seamless customer experience—from the moment a customer order and/or pickup is scheduled, to when the package is delivered or a refund is received. This role involves managing a diverse team of independent contract drivers and W2 warehouse team, as well as collaborating with the HQ operations team to share insights and continuously refine our model. Your contributions will directly support Sway's ambitious growth and expansion as a fast-paced, early-stage startup.

What you'll do

• Build and oversee a team of independent contract and W2 drivers, aligning fleet size with demand. Ensure drivers are well-trained and maintain high standards for customer service and delivery performance / efficiency.
  
• Perform comprehensive analyses of daily operations, identifying areas for process improvement and implementing solutions based on your findings.
  
• Deliver exceptional customer service by adopting a customer-first mindset when addressing inquiries related to returns and other services.
  
• Foster a culture of continuous improvement within the team by implementing process enhancements and encouraging innovative practices.
  
• Work closely with the Head of Operations and the Central Ops Team daily to relay feedback and identify opportunities for operational enhancements.
  
• Develop and implement strategies to drive business development efforts and enhance overall profitability.
  
• Monitor and analyze key performance indicators (KPIs) to pinpoint areas for improvement, implementing necessary changes to enhance efficiency.
  
• Provide leadership in strategic planning initiatives aimed at fostering long-term growth and sustainability for the company.
  
• Manage the budget and financial aspects of operations, including profit and loss analysis and cost control measures to ensure fiscal responsibility.

Qualifications

Basic Qualifications

• Bachelor's degree from an accredited college/university or 4+ years of work experience in a related field.
• 2-4 years of experience in logistics, warehouse operations or operations consulting.
• Proven experience in managing and directing the work of independent contractors.
• Experience in managing complex projects or programs from conception to completion.
• Ability to work in-person at the warehouse facility full-time.
• Excellent problem-solving abilities with a focus on process improvement.
• Experience translating and clearly communicating team performance up to upper management.
• Strategic thinker capable of developing and executing effective business strategies.
• Humble, can-do attitude with a strong obsession for solving problems.
• Excellent verbal communication and customer service skills.

Preferred Qualifications

• Experience in a high-growth startup environment.
• Strong understanding of e-commerce, the online returns process, and logistics.
• Proficient in Excel and PowerPoint (or Google Suite equivalent).
• Prior experience using data tools such as Sigma.
• Prior experience managing independent contractors is a plus.

Benefits:

You'll be excited to join our team because we offer:

Join the Ground Floor of a Fast Paced Startup:

• Be part of shaping our company’s future, where your ideas and contributions make a direct impact as we grow.

Comprehensive Health, Dental, and Vision Coverage

• Enjoy 100% coverage for employees and 50% for eligible dependents.

Unlimited PTO

• Take approved time off when you need it with our flexible unlimited PTO policy, supporting your work-life balance.

Employee Stock Options

• Become a shareholder in our success with stock options that will allow you to benefit from the growth you help create.

Dynamic and Engaging Work Environment 

• Experience a collaborative atmosphere where teamwork is crucial and everyone contributes to our shared success.

The Sway Way

Bring on the Storm: At Sway, we recognize that change is the only constant in the startup journey, and we embrace the challenges it brings. Every setback offers a new perspective, guiding us to innovate and grow as we navigate the twists and turns of our path.

Every Package Matters: We refuse to accept the imperfection that defines traditional logistics; every package and interaction counts. Our commitment to striving for perfection in every delivery and return sets us apart and fuels our success, creating the magic of Sway.

Trust your Numbers: Data forms the backbone of our decision-making process. While we consider both quantitative and qualitative insights, we prioritize data analysis to inform our strategies, ensuring that every initiative is backed by solid metrics before we act.

Seek Responsibility: We thrive on ownership, eagerly stepping up to take on tasks and projects. While we embrace the opportunity to lead, we acknowledge our mistakes, communicate transparently, and continuously build processes to prevent them from happening again.

Low Ego, High Ambition: Ego has no place in our culture; we promote constructive debate and collaboration to achieve the best outcomes. By fostering positive interactions and supporting each other, we embrace the challenge of our mission with kindness and enthusiasm, enjoying the journey together.

Onsite at our New York warehouse.