Sr. Manager of Operations

Role: Sr. Manager of OperationsDepartment: OperationsType: Full-TimeReports To: Chief of Staff / VP of OperationsLocation: Remote / Hybrid NY PreferredRequired Work Authorization: USAAs the Sr. Manager of Operations, you serve as the operational backbone of Crown Affair and are responsible for improving operational workflows and processes and driving strategic initiatives to scale our operations as we grow. This role oversees all fulfillment operations to ensure on time and accurate delivery of our products to all of our customers and retail partners, while building our business operations function to optimize our workflows and processes across the organization. The ideal candidate will have significant experience across warehouse and business operations with a proven ability to think process first while rolling up their sleeves to drive execution. This role reports directly to the Chief of Staff/VP of Operations and works cross-functionally across the entire organization.Key ResponsibilitiesFulfillment OperationsWarehouse OperationsLead end-to-end fulfillment logistics strategy including all 3PL warehouse operations from receiving, QC, kitting, warehousing, order fulfillment, shipping, distribution, and returns processingPartner with warehouse operations consultants to create and implement processes and best practices at all stages to ensure accurate and safe movement of goodsSet performance expectations and drive accountability for on-time and accurate delivery of goods across all distribution channels (DTC, wholesale, and retail)Direct physical inventory auditing function, inventory management strategy, and establish metrics for inventory accuracy and optimizationOversee inventory system & ERP transition and implementation, ensuring team alignment and adoptionManage relationships with 3PL partners, setting clear expectations and ensuring all operational requirements are metMonitor and optimize monthly freight spend and performance; provide strategic direction on shipping and logistics decisionsCX OperationsEstablish vision and standards for order management processes from order capture through fulfillment and deliveryDrive customer experience operations strategy, identifying opportunities to enhance satisfaction and retentionSet and monitor key performance metrics for customer satisfaction, response times, and resolution ratesRetail OperationsProvide strategic oversight of retail and wholesale customer relationships, ensuring team delivers exceptional partner experienceDirect sales order processing and EDI system management; analyze inventory availability and impact to WoSEstablish protocols and lead collaboration with internal and external finance teams to ensure proper invoicing, accounts in good standing, and compliance with shipping policiesBusiness OperationsProject Management, Process, Reporting and Systems ImplementationLead cross-functional process improvement initiatives, strategically streamlining workflows across the organizationIdentify and implement operational optimizations that impact multiple business areasOversee project management function to support strategic initiatives across the companySupport marketing-led initiatives including influencer seeding kits, merchandise requests, and gifting programsOversee all procurement flows and develop processes to manage procurement requests across the organizationOversee business systems and technology implementation to drive operational efficiencyDrive facilities management and ensure operational continuityManage data analytics and reporting functions, developing dashboards and KPIs to inform strategic decisionsKey RequirementsExperience & Education7+ years of progressive experience in operations management, with exposure to logistics, fulfillment, customer operations, and/or business systemsExperience managing a team of consultants, third party vendors and internal team membersProven track record managing multiple operational functions simultaneously in a high-growth environmentExperience in consumer goods, e-commerce, DTC, or beauty/personal care industries strongly preferredBachelor's degree in business, supply chain management, operations, or significant real-world experience; MBA or relevant advanced degree a plusTechnical Skills & KnowledgeStrong proficiency with ERP, WMS, and EDI systemsAdvanced knowledge of Google Sheets, Microsoft Excel, and data analytics toolsExperience implementing new business systems and technology platformsIn-depth knowledge of operations, logistics, and fulfillment best practicesUnderstanding of finance, purchasing, and manufacturing functions that interface with operationsCore CompetenciesStrategic Execution Mindset - Ability to see the big picture and develop long-term operational strategies while rolling up sleeves to drive hands-on execution; comfortable operating at both strategic and tactical levelsExceptional Prioritization & Impact Assessment - Proven ability to manage multiple priorities across cross-functional teams, assess business impact, and identify high-value process optimizations that drive measurable resultsOwnership & Autonomy - Thrives in ambiguous, evolving environments; takes full ownership of outcomes and works collaboratively across diverse functional areas without constant direction; comfortable operating in the grey area as the company scalesHighly Organized & Detail-Oriented - Maintains exceptional attention to detail while managing complex, multi-faceted operations; nothing falls through the cracksCritical Thinking & Complex Problem Solving - Demonstrates strong analytical skills and ability to solve multifaceted operational challenges; approaches problems methodically and implements sustainable solutionsOutstanding Communication Skills - Communicates effectively with executives, peers, cross-functional partners, and external vendors; knows when to escalate issues and how to influence without authority; able to communicate up, across, and down the organizationAbout Crown AffairCrown Affair is a first of its kind haircare brand that empowers people to redefine their relationship with their hair through accessible luxury products, guidance, and community. We believe that loving your hair starts with understanding how to care for it. Each product we make is developed to work together with any (or all) of our other products, so that together they form more than a routine: it's a ritual. We've partnered with dedicated craftsmen and chemists around the world to create thoughtfully sourced products you'll love using each and every day.Our Core ValuesAbundance Mindset: Believe, love, and trust yourself and your team. We approach our work with generosity, collaboration, and the belief that there is enough success to go around. We celebrate wins together and support each other through challenges.Find Ritual: Consistency yields consistent results. We believe in the power of thoughtful routines and deliberate practices. We show up reliably for our customers, our partners, and each other, knowing that excellence comes from sustained commitment.Take Great Care – In Pursuit of Excellence: Mindfulness and intention in our decisions. We are meticulous in our approach, considering the impact of every choice we make. We hold ourselves to the highest standards and continuously strive to improve in everything we do.About The FounderDianna Cohen started her career at digital content platform, Into The Gloss, in 2012. She was part of the founding team of e-commerce mobile app, Spring, where she launched and managed their marketing channels from pre-launch through year two. From there, she worked closely with former Jimmy Choo founder, Tamara Mellon, to relaunch her namesake brand as a direct-to-consumer, luxury company. After launching Tamara Mellon in 2016, Dianna joined travel company, Away, as Head of Partnerships until she left to start Levitate at the end of 2017. Under Levitate, Dianna has worked with a number of direct-to-consumer brands including, Harry's / Flamingo, Outdoor Voices, Yumi, Buck Mason, The Wing, and more. Dianna is part of Forbes' 30 Under 30 for the Class of 2019.Crown Affair is an equal opportunity employer, and we encourage applications from candidates of diverse backgrounds and experiences.