About Sway:

Sway 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.

The Role:

Sway is looking for an Operations Manager to lead and optimize our operations in the SF/Bay Area market. In this critical role, you will work closely with our Head of Operations to scale our business effectively. You will design and implement processes that ensure a seamless customer experience—from the moment a pickup is scheduled to when a refund is received. This role involves managing a diverse team of independent contract drivers and W2 warehouse team, as well as collaborating with the HQ operations team to share insights and continuously refine our model. Your contributions will directly support Sway's ambitious growth and expansion as a fast-paced, early-stage startup.

ONSITE - South San Francisco, Ca

What You’ll Do:

• Build and oversee a team of independent contract and W2 drivers, aligning fleet size with demand. Ensure drivers are well-trained and maintain high standards for customer service and delivery efficiency.
• Perform comprehensive analyses of daily operations, identifying areas for process improvement and implementing solutions based on your findings.
• Deliver exceptional customer service by adopting a customer-first mindset when addressing inquiries related to returns and other services.
• Foster a culture of continuous improvement within the team by implementing process enhancements and encouraging innovative practices.
• Work closely with the Head of Operations and the Ops Team daily to relay feedback and identify opportunities for operational enhancements.
• Develop and implement strategies to drive business development efforts and enhance overall profitability.
• Monitor and analyze key performance indicators (KPIs) to pinpoint areas for improvement, implementing necessary changes to enhance efficiency.
• Provide leadership in strategic planning initiatives aimed at fostering long-term growth and sustainability for the company.
• Manage the budget and financial aspects of operations, including profit and loss analysis and cost control measures to ensure fiscal responsibility.