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Lead and develop a Customer Support team to deliver timely, accurate case resolution. Own KPIs (TTFR, TTR, CSAT), analyze data from CRM/WMS/OMS, build dashboards, and drive process and system improvements. Manage escalations, update SOPs, and collaborate cross-functionally with Operations, Transportation, Finance, and Tech to improve client experience and operational efficiency.

Own parcel system configurations and data integrity for carrier and client onboarding. Configure carrier contracts, rates, and billing logic; document SOPs; troubleshoot API and rate engine issues; support operational teams; and manage multi-phase configuration projects to ensure accurate, auditable, scalable parcel operations.

Embed with internal teams to map workflows, design and ship production agentic AI systems that automate CX, finance, ops, and developer productivity. Build LLM integrations, observability, APIs, reusable automation modules, and data products to replace manual operational work.

Embed with internal teams to identify high-leverage manual workflows and build production-grade agentic AI systems, integrations, and automation (LLM-powered interfaces, observability, APIs, dashboards) that reduce manual effort across CX, finance, ops, and logistics.

The Operations Manager is responsible for overseeing day-to-day operations of the fulfillment center, managing teams, maintaining inventory accuracy, and ensuring operational success through KPI management and strategic leadership.

Provide timely, professional support to clients via Salesforce, email, Slack, and other channels. Triage and manage cases from intake to resolution following SOPs, document updates accurately, escalate complex issues, collaborate with internal teams, and develop skills to handle increasingly complex cases independently.

Lead day-to-day operations of a high-volume fulfillment center (inbound, put-away, outbound, returns), manage Area Managers and associates, maintain KPIs including inventory accuracy and ICQA, oversee budgeting/payroll and staffing, support new client launches, and partner with cross-functional teams to drive process and quality improvements.

The Continuous Improvement Engineer will enhance warehouse operations by analyzing material flow, implementing improvement projects, and ensuring compliance with regulatory standards. Responsibilities include technology selection, layout design, and collaborating with teams for operational excellence.

Provide on-site IT operations and facilities support for offices and warehouse environments. Manage hardware, networking, MDM/SSO/IAM, endpoint security, ticketing, device lifecycle, and escalations. Ensure SLA-driven ticket resolution, root-cause remediation, documentation, and operational standards. Lead small IT projects and partner with Facilities, Security, Networking, and People Ops to maintain reliable systems and compliance.

Manage day-to-day IT and facilities support for offices and warehouses: hardware, networking, device lifecycle, end-user escalations, MDM/IAM administration, security compliance, documentation, and small IT projects to ensure high service levels and SLA adherence.