Senior Manager, Operations

Overview

About Role:
Ring Concierge is a rapidly growing female-founded fine jewelry company specializing in customized engagement rings and fine jewelry. We are seeking a Senior Manager, Operations to become an integral part of our team. In this role, you will oversee day-to-day fulfillment operations, while assisting with strategic projects across all three divisions of Ring Concierge. This position will play a vital role in the overall success of our Operations team, ensuring that we are both accurate and efficient in everything we do.

The ideal candidate will be analytical and entrepreneurial, with the expertise to ensure Ring Concierge’s operations are built to support continued growth, efficiency, and an exceptional client experience.

• Operational Leadership & Fulfillment:
  Own end-to-end e-commerce and retail operations, including fulfillment, returns, quality control, and transfers. Build and scale processes to support growth, peak volume, and new initiatives. Define and track KPIs to ensure accuracy, efficiency, and on-time delivery.
• Inventory & Logistics:
  Own inventory accuracy and movement across offices, retail locations, and 3PL partners. Oversee transfer execution and allocation across channels. Lead 3PL and shipping partners, ensuring performance and service standards. Oversee packaging strategy and fulfillment supplies, balancing brand, cost, and scalability.
• Systems & Cross-Functional Operations:
  Ensure data integrity across Shopify and Net Suite; resolve discrepancies. Partner with Customer Experience to address operational issues impacting the client journey. Deliver reporting and insights to support operational and strategic decisions.
• Customer Care Operations & Team Leadership:
  Oversee daily Customer Experience team operations, auditing team communications for brand tone and accuracy, monitoring ticket queues to prevent backlog, and ensuring service-level standards are met. Manage systems and scheduling, including maintaining AI chat and support platforms while coordinating team scheduling to ensure appropriate coverage across service hours. Lead and develop the Operations team, including coaching and performance management. Build a culture of accountability and ownership.

• Strategic, data-driven leader with strong operational instincts and attention to detail
• Comfortable owning complex, cross-functional initiatives and making informed tradeoff decisions
• Strong communicator with the ability to influence internal teams and external partners
• Thrive in a fast-paced, entrepreneurial environment and lead effectively through growth and change

• 6-8+ years of experience in ecommerce operations, logistics, or supply chain management
• Proven experience leading teams and managing third-party logistics partners
• Strong financial acumen with experience overseeing invoices and cost controls
• High proficiency in Excel / Google Sheets; experience with Shopify and Net Suite strongly preferred
• Bachelor’s Degree required

• Full-time role located in midtown NYC
• Hybrid work model, with the expectation of 4 days per week in office and nights and weekends as needed
• Office
  
  Hours:
  
  9:00 am to 6:00 pm, with the knowledge that we have a startup culture and your day may extend past listed office hours
• Health, Vision & Dental Insurance for full-time employees
• 401K with employer match program
• Generous employee discounts on fine jewelry
• Paid time off, including an extra allowance of 3 days annually for religious observances
• Compensation for the role will be determined based on the candidate's qualifications, skills, and experience. The estimated annual compensation for this role is $115,000+