Operations Associate Manager

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 Operations Associate Manager to assist in our operations in OC location. You’ll work closely with our Head of Operations and market Operations Manager as we continue to grow the business in our OC market. We are looking for a reliable and organized Ops Associate 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 Ops Associate Manager 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 - Santa Ana, 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 Operations Manager 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 and Operations Manager, 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.

• 1-3 years of experience in a Ops Associate Manager, Junior Manager, Operations Coordinator, or similar role.”
• Demonstrated ability to manage multiple tasks and projects simultaneously, prioritizing effectively to meet deadlines in a dynamic environment.
• Excellent ability to create positive working relationships with team members, independent contractors, and cross-functional stakeholders
• Strong written and verbal communication skills, including the ability to convey complex information clearly, write reports, and actively listen to team feedback.
• Skilled in giving and receiving constructive feedback, with experience in mentoring or training team members to achieve their best performance.
• Exceptional strategic planning and problem-solving abilities, with a proven track record of analyzing data to drive process improvements and optimize operations.
• Familiarity with logistics management software, KPI dashboards, and data analysis tools (e.g., Excel, Google Sheets) to track performance metrics and generate insights.
• Ability to thrive in a fast-paced, ever-changing startup environment, quickly adapting to new challenges and evolving responsibilities.
• Must be willing and able to work onsite daily in Santa Ana, CA, to maintain close oversight of warehouse operations and ensure effective coordination with drivers and staff.

You'll be excited to join our team because we offer:

• Join the Ground Floor of a Fast Paced Startup:

Be part of shaping our company’s future, where your ideas and contributions make a direct impact as we grow.

• Comprehensive Health, Dental, and Vision Coverage

Enjoy 100% coverage for employees and 50% for eligible dependents.

• Unlimited PTO

Take approved time off when you need it with our flexible unlimited PTO policy, supporting your work-life balance.

• Employee Stock Options

Become a shareholder in our success with stock options that will allow you to benefit from the growth you help create.

• Dynamic and Engaging Work Environment 

Experience a collaborative atmosphere where teamwork is crucial and everyone contributes to our shared success.

The Sway Way:

Bring on the Storm: At Sway, we recognize that change is the only constant in the startup journey, and we embrace the challenges it brings. Every setback offers a new perspective, guiding us to innovate and grow as we navigate the twists and turns of our path.

Every Package Matters: We refuse to accept the imperfection that defines traditional logistics; every package and interaction counts. Our commitment to striving for perfection in every delivery and return sets us apart and fuels our success, creating the magic of Sway.

Trust your Numbers: Data forms the backbone of our decision-making process. While we consider both quantitative and qualitative insights, we prioritize data analysis to inform our strategies, ensuring that every initiative is backed by solid metrics before we act.

Seek Responsibility: We thrive on ownership, eagerly stepping up to take on tasks and projects. While we embrace the opportunity to lead, we acknowledge our mistakes, communicate transparently, and continuously build processes to prevent them from happening again.

Low Ego, High Ambition: Ego has no place in our culture; we promote constructive debate and collaboration to achieve the best outcomes. By fostering positive interactions and supporting each other, we embrace the challenge of our mission with kindness and enthusiasm, enjoying the journey together.

Comp - Salary - $75-80K