Operations Support Manager

<h2><strong>Operations Support Manager</strong></h2> <h3><strong>About Reflex</strong></h3> <p>Reflex is transforming how over 15 million Americans work in retail. Our platform connects top-tier retail talent—our Reflexers—with leading apparel brands on-demand. We’re on a mission to create the best way to work in retail.</p> <h3><strong>About This Role</strong></h3> <p>As the Operations Support Manager, you will own the people and performance of Reflex’s real-time support function. You’ll directly manage a team of Operations Shift Leads and Operations Support Specialists, ensuring our support operation runs at a high level across every shift, seven days a week. This role will generally work a Tuesday - Saturday schedule, but must have flexibility for shifting your schedule or holidays as needed by the business.</p> <p>You’ll set the tone for how the team operates, coach and develop your direct reports, help to manage our outsource vendor relationships, and partner with operations leadership to build a support function that scales with the business. Your schedule is Tuesday through Saturday, with availability for other days and holidays as business needs require.</p> <h3><strong>What You'll Do</strong></h3> <p><strong>Team Leadership &amp; Development</strong></p> <ul> <li>Directly manage an Operations and Support team, owning performance, growth, and day-to-day engagement across the team</li> <li>Coach Shift Leads to run effective shifts and grow as leaders in their own right</li> <li>Set clear expectations, provide regular feedback, and lead performance reviews</li> <li>Build a team culture that is empathetic, accountable, and resilient under pressure</li> </ul> <h4><strong>Vendor &amp; Outsource Management</strong></h4> <ul> <li>Own the day-to-day relationship with Reflex’s outsource support vendor, ensuring alignment on SLAs, quality standards, and operational expectations</li> <li>Monitor vendor performance and attend regular business reviews to drive accountability and continuous improvement</li> <li>Partner with operations leadership on capacity planning, escalation paths, and contract alignment</li> </ul> <h4><strong>Operations &amp; Quality</strong></h4> <ul> <li>Ensure consistent coverage and quality across all support channels (text, email, phone) across all shifts</li> <li>Monitor KPIs and operational metrics, identify trends, and drive improvements</li> <li>Own and evolve playbooks, escalation protocols, and onboarding materials for the support team</li> <li>Serve as the escalation point for complex or high-priority issues that require management involvement</li> </ul> <h4><strong>Cross-Functional Partnership</strong></h4> <ul> <li>Partner with Growth, Product, and Retail Success teams to surface support trends and resolve systemic issues</li> <li>Represent the support function in cross-functional planning and ensure the team has what it needs to execute</li> </ul> <h3><strong>Who You Are</strong></h3> <ul> <li>2 - 4 years of experience managing people in a support, operations, or customer service environment</li> <li>Experience managing an outsource or BPO vendor relationship is a plus</li> <li>Strong operational instincts - you can read a metric, identify a problem, and drive a fix</li> <li>A genuine coaching mindset: you invest in your reports and take their development seriously</li> <li>Excellent communication skills and comfort working across teams and levels of seniority</li> <li>Experience in a fast-moving startup or marketplace environment is a plus</li> <li>Familiarity with the administrative and configuration components of support tooling (Front, Aircall, or comparable) is a plus</li> <li>Availability to work a Tuesday - Saturday schedule, with flexibility for shifting your schedule or holidays as needed by the business</li> </ul> <h4><strong>What We’re Offering</strong></h4> <ul> <li>Equity grant as one of the first ~30 employees at a fast-growing, venture-backed company</li> <li>Competitive salary and full health, vision, and dental benefits</li> <li>Flexible vacation policy</li> <li>Hybrid team based in downtown Austin</li> </ul> <p>Our customers and users come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds. If you share our values and our enthusiasm to improve retail, you'll find a home here at Reflex. Reflex is proud to value diversity at our company. All qualified applicants will receive consideration for employment.</p>