Operations Manager

Location: Owings Mills, MD
Employment Type: Full-Time

About the Role

We are seeking an Operations Manager to oversee day-to-day activities, support multiple internal teams, and help strengthen overall service and workflow effectiveness. This position plays a key role in ensuring that orders, customer interactions, and internal processes run smoothly and consistently across the organization.

The ideal candidate is someone who thrives in a hands-on operational environment, enjoys leading people, and excels at improving systems and procedures.

What You'll Do

• Guide daily operational activity and act as a primary support resource for senior operations leadership
• Work closely with the client services team to monitor service levels, turnaround times, accuracy, and staffing needs
• Coach and develop team leads and frontline staff, reinforcing best practices and supporting ongoing training efforts
• Help establish clear standards for communication, customer responses, and internal coordination
• Oversee product issues, returns, and quality-related investigations, ensuring decisions balance customer needs and internal policies
• Provide training across departments to strengthen consistency in order handling, quality expectations, and timeline management
• Maintain strong coordination between internal groups such as customer service, warehouse, sampling, and sales teams
• Assist with guided tours, client meetings, and general support of any on-site showroom or presentation spaces
• Support the build-out and expansion of sample-related operational processes for additional teams or locations
• Prepare periodic updates and operational performance summaries for leadership
• Lead or support the rollout of new tools, systems, and digital workflows within customer-facing teams

What You Bring

• 7+ years overseeing operations, service teams, fulfillment, logistics, or related functions
• Bachelor's degree in business, operations, supply chain, logistics, or similar field
• Experience guiding teams, coaching staff, and managing performance
• Strong comfort with CRM platforms, ERP or order-management systems, and advanced Excel reporting
• A record of improving processes, building structure, and implementing change
• Solid communication skills and the ability to collaborate across multiple departments
• Experience in warehouse, logistics, or multi-location operational setups is beneficial

Why This Role Matters

This position helps shape how teams work together and how customers experience the organization. You will have the opportunity to refine processes, mentor staff, and influence the direction of evolving service operations.