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TITLE

 

Director, Operations

COMPANY

 

Minted

LOCATION

 

San Francisco, CA, US

Description

Minted is a design marketplace, sourcing creative content from independent artists around the globe and selling the best designs to the world in the form of art, home decor, and stationery. Founded in 2007 by Mariam Naficy on the principles of transparency and putting design first, we are early pioneers of crowdsourcing having launched our first design challenge in April 2008 and have held monthly art and design challenges ever since. Follow us on Instagram, Facebook, and Twitter to learn more. Our corporate headquarters is located near the waterfront in downtown San Francisco, with additional offices in Oakland and Kansas City and we're backed by Benchmark Capital, IDG Ventures SF, Menlo Ventures, Primera (angel investors include Marissa Mayer of Yahoo and Jeremy Stoppelman of Yelp). We're a team of smart, ambitious, creative, and passionate people who come from all walks of life. Might you be one of us?
 
Reporting to the Vice President of Operations, the Director of Operations is responsible for managing the preparation and execution of Minted's holiday business and other key strategic initiatives.  The role will focus on ramping hundreds of seasonal associates across multiple functions, locations, and partnerships and establishing scalable processes and strategies to ensure best-in-class service for millions of customers purchasing the best holiday designs and art in the world.  
 
This role requires you to wear multiple hats and demonstrate your entrepreneurial business chops in a fast-twitch, high-stakes scenario with real customers and real revenue on the line. From developing strategic recommendations and operational analyses one minute to rolling up your sleeves and getting deeply involved in the day-to-day operations with our Customer Service and Design Operations teams, there's no substitute for the spectrum of opportunities you'll have in this role. This is a critical and impactful position that will help the Company run more efficiently and enable scaling to support one of the biggest and most important categories for the business, Holiday.

You will:

    • Work closely with other members of the operations management team and the VP of Operations to develop a long-term strategy around the mix of inhouse vs. third party staffing that meets the company’s quality and cost needs  
    • Lead the Q4 scaling process for Customer Operations and partner with VP, Operations on total company scaling across key functions, including supply chain, engineering, marketing, and merchandising
    • Ensure Q4 hiring, training and scaling plans are developed and executed against to deliver on quality and productivity goals
    • Run the  Holiday “Command Center” and solve in-season emergencies with speed by establishing war-rooms and creating rapid recommendation and response plans
    • Partner with GM, Holiday on all holiday planning and execution to ensure holiday execution runs seamlessly
    • Forecast and monitor seasonal labor rate targets and budget including in-depth analysis of overall operational efficiency and productivity
    • Revise as necessary the crisis management plans that factors in triaging, specialization, and real-time communication to meet customers’ needs
    • Partner closely with Customer Service and Design Operations management to contribute to productivity and quality improvements through an analytical and strategic lens
    • Person and initiatives will ultimately be measure using Net Promoter Score, the % of customers that rate are quality as good or higher, and hitting “proofing” and other design service levels - Other ad hoc projects as directed

You are:

    • Detail oriented and very organized, must be able to juggle multiple projects at once, in addition to the day-to-day activities
    • Strong team player; experience working effectively cross-functionally and across different levels of the company

You have:

      • A bachelor’s or equivalent degree and 8+ years of experience at a management consulting, investment banking, and/or venture-backed startup, preferably in the online or consumer industry. MBA strongly preferred
      • Experience in Operations or Customer Support function a plus.  Highly analytical and versed in data-driven decision making. Experience developing/improving processes and creating plans to increase efficiency. Track record of making fast-twitch decisions in emergency or crisis situations
      • Proven strategic thinking and problem solving abilities
      • High emotional intelligence with the ability to engage and motivate a team.  Especially important that the person be able to lead teams and organizations that may not directly report to the individual.
      • Excellent verbal and written communication abilities
      • Strong desire and ability to thrive at a fast-paced early-phase company, willingness to dive into the weeds, and work extended hours during critical periods
 
Minted is an Equal Opportunity Employer committed to inclusion and diversity. We welcome people of different backgrounds, experiences, abilities and perspectives and will consider all qualified applicants for employment in accordance with all state, local, and federal laws. Minted participates in the E-verify program.

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