The Operations Manager is a senior operational leader responsible for driving cross-departmental efficiency, project implementation and leading the transformation of client services into a centralized function. This role serves as the on-site operational and second-in-command at our impressive Owings Mills facility, and partners with leadership headquarters in New York. Key Responsibilities - Serve as operational 2iC, supporting logistics and operations leadership - Conduct daily reviews with the client services manager to monitor response times, accuracy, staffing needs and service quality - Assist the client services manager in leading and training the client services team, with an 18-month goal of fully consolidating client services out of showrooms - Introduce refined email response frameworks and implement consistency company-wide service language - Oversee claims and quality control, making high-level decisions on returns procedures with strong client sensitivity - Train cross-departments (client services, warehouse etc.) on quality standards, timeliness and order tracking - Act as the primary liaison between client services, sampling, warehouse, sales and management - Support client visits, operational tours and day-to-day operation of the satellite showroom - Assist with launching and scaling new sample-support operations for domestic showrooms - Deliver quarterly performance and efficiency reports for the executive team - Lead client services adoption of new systems and website interfaces