Operations Director
SDW Group Ltd, Christchurch, New Zealand
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Customer Service Department Oversight
• Design and implement standardized workflows for all customer contacts (inquiries, complaints, escalations) across ch-----------els (chat, email, phone) to ensure speed and consistency.
• Performance Management: Set and monitor Customer Service KPIs such as Response Time, Resolution Rate, and CSAT (Customer Satisfaction). Use data to staff the department effectively.
• Act as the conduit between Customer Service and Fulfillment/Logistics, providing real-time order status updates to the service team and funneling recurring customer complaints back to the operations or product teams for systemic fixes (e.g., product defects, late deliveries).
• Audit service quality to ensure staff provides accurate information, especially regarding complex issues like returns, refunds, and warranties
Fulfillment and Chargeback Management
• Establish protocols for identifying and managing
tracking exceptions (e.g., package stuck in
transit, incorrect address, delivery attempt
failure).
•
Mitigates potential delivery failure, saving the
cost of reshipping and preventing negative
reviews.
Returns and Refunds Management
• Translate the returns/refunds policy into
automated system actions to ensure fair, prompt,
and accurate refund issuance, minimizing
disputes.
•
Analyze return reasons and trends to pinpoint
systemic problems, such as poor product
descriptions, sizing issues, or consistent fulfillment
errors, collaborating with Product and Quality
teams to reduce the overall return rate.
Product Management (Operational Aspects)
• Maintain the accuracy and consistency of all
product data across the e-commerce platform.
•
Lead the operational checklist for product
launches.
•
Collect and analyze operations data (e.g.,
fulfillment difficulty, high return rates, customer
service time) for specific products.
Data Analysis and Reporting
• Identify, define, and regularly track core
Operational Key Performance Indicators (KPIs).
•
Utilize historical sales and operations data to
create accurate forecasts for demand, and
staffing requirements.
•
Develop and maintain clear, up-to-date
operational dashboards and reports.
Cross-Functional Leadership
• Ensure operational execution aligns with the
company's strategic goals.
•
Serve as the primary communication bridge
between front-end teams (Marketing & Product)
and back-end teams (Fulfillment, Refunds,
Customer Service).
•
Design, map, and enforce standardized
operational processes.
•
Act as the final point of escalation for complex
operational issues that involve multiple
departments.
HR Department (Operational Support)
• Oversee the logistical execution of operational
training programs.
•
Establish HR protocols and documents as needed
Operations Manager
Dedicated Virtual Solutions, San Francisco,
California
-----------to-----------
• Manage the day-to-day operations of the whole
business.
•
Creating and implementing plans to improve
efficiency, consistency and effectiveness.
•
Analyze existing processes and identify areas for
improvement to streamline operations.
•
Managing and leading a team of employees
including hiring, training & evaluating
performance.
•
Managing relationships with clients to ensure
timely completion of deliverables.
•
Managing projects to ensure productivity and
quality standards.
•
Allocating resources & assigning tasks to team
members based on project needs.
•
Creating daily, weekly and monthly reliability
report to monitor employee satisfaction &
engagement.
•
Weekly tracking & check-in on company
websites.
•
Weekly email campaign and social media
posting analytics.
•
Streamlined operational processes to enhance
efficiency and reduce turnaround time.
•
Led cross-functional teams to implement
innovative solutions for client service delivery.
•
Developed and monitored key performance
indicators to assess operational effectiveness.
•
Conducted regular performance reviews,
identifying areas for improvement and
developing action plans to address them.
•
Led hiring, onboarding and training of new hires
to fulfill business requirements.
•
Analyzed and reported on key performance
metrics to senior management.
Operations Manager
Verified
