About Sway

Sway (fka Returnmates) is a fast-growing, LA-based technology and logistics startup that enables consumers to return online purchases without leaving their home. Our mission is to make online shopping more enjoyable by providing a return experience that’s as seamless as the purchase. We combine technology and logistics to provide a white-glove service for consumers -- no more printing, boxes and tape! If you want to join an innovative team that is tackling an area of e-commerce that has been left out to dry, this is the place for you.

Sway (fka Returnmates) is venture-backed by top VCs in LA and NYC, and founders from Allbirds, Warby Parker, Harry’s and thredUP. Our team is made up of scrappy operators, engineers, and marketers from Uber, Lime and Amazon.

The Role

Sway (fka Returnmates) is seeking an Junior Manager to assist in our operations in South San Francisco. You’ll work closely with our Head of Operations as we continue to grow the business in our SF market. We are looking for a reliable and organized Junior Manager to assist with the management of daily logistics and activities. In this position, you will contribute in a hands-on administrative capacity by being the point of contact for our drivers, warehouse workers, and customer service teams, assisting our teams on projects, recruiting, and arranging training sessions. A Junior Manager's responsibilities include helping the organization run smoothly and ensuring that deliveries/pick-ups are completed, routes are optimized, shifts are covered, customers' concerns are addressed, and anything related gets accomplished on time with no issues. Ultimately, you will work in a support role and oversee many administrative tasks as needed.

MUST BE COMFORTABLE WORKING ONSITE - South San Francisco, CA

Responsibilities

• Engage regularly with team leaders, managers, and department heads to understand their operational needs, goals, and challenges, ensuring alignment with company objectives.
• Develop and implement strategies to improve driver performance and optimize the customer journey, leading to higher satisfaction scores and streamlined pickups and deliveries
• Continuously observe, review, and analyze logistics and operational processes to identify inefficiencies, bottlenecks, and areas for improvement, using data-driven insights to recommend and implement solutions.
• Act as a first point of contact to identify, analyze, and resolve any issues in the production process, ensuring timely resolution to maintain service continuity and operational excellence
• Work closely with the Head of Operations on a daily basis, actively relaying feedback from on-ground staff, identifying potential improvements, and assisting in the implementation of new processes and best practices.
• Use the KPI dashboard to monitor delivery and pickup performance, customer satisfaction, and operational metrics like route optimization and turnaround time. Review data regularly to identify trends and improvement areas. Prepare weekly reports for the Head of Operations, highlighting insights, risks, and recommendations. Ensure data accuracy by coordinating timely updates with team members.
• Manage the scheduling and dispatching of drivers to ensure timely and efficient pickups and deliveries, making real-time adjustments to routes as needed to address changing conditions or customer requests.
• Assist with onboarding new drivers and warehouse staff, ensuring a smooth transition into the team and alignment with Sway’s service standards.
• Build and maintain a positive work environment among drivers, warehouse workers, and support staff, motivating the team to achieve performance goals and maintaining high morale.