Careers within the Blackhorn Network

Blackhorn has an expansive network of innovative companies that are driving resource efficiency and decarbonization across energy, transportation & logistics, and built environment sectors. Explore the career opportunities below. If you'd like to stay connected on future opportunities not listed below, please reach out to our team (will@blackhornvc.com).
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Operations Manager

Sway

Sway

Operations
San Francisco, CA, USA · Anaheim, CA, USA · California, USA · United States
Posted on Sunday, May 26, 2024
Founded in 2005, Oceania Inc. is a diversified company with business in e-commerce, advanced materials, and renewable energy. Our mission is to bring high-quality consumer products at low cost by combining innovative marketing with data-driven technologies. Since our founding, Oceania has rapidly grown while expanding our market internationally to over ten countries in North America, Europe, and Asia.

The Operations Specialist plays a vital role in our organization, ensuring smooth operations across various departments. This includes managing customer services, technical support, along with product-related activities, warehouse operations, process optimization, project management, and interdepartmental coordination with our overseas counterpart.

The goal is to maintain seamless processes across various departments, optimize system and data management, and ensure that the company's product handling and customer service are efficient and effective. Your contributions are key to enhancing overall organizational performance and customer satisfaction.

Key Responsibilities

Project Management:

  • Lead cross-functional projects, managing resources and timelines

Customer Services Management:

  • Manage the company’s current ticketing system (Zendesk) that allows customers' inquiries and issues to be tracked, assigned, resolved, and documented through company CRM.
  • Manage and train both Customer service and Tech Support departments to have the product knowledge and communication skills to assist customers efficiently.
  • Implement solutions to improve customer connection rates
  • Monitor the performance of the Asia-based CS team and QC them
  • Create and handle a dashboard for the whole department for data insight

Process Optimization and Project Management:

  • Implement strategies to streamline workflows
  • Manage and execute diverse projects
  • Coordinate activities across different departments for efficiency and effectiveness

Product Management:

  • Oversee the entire product lifecycle, from warehouse inventory to delivery
  • Handle product transfers between warehouses
  • Process international shipments, particularly containers from China to the U.S

ERP System and Warehouse Management:

  • Utilize ERP system to Manage inventory tracking and replenishment
  • Conduct warehouse operations management, ensuring optimal organization and product flow
  • Collaborate with marketing for demo room hosting, affiliate programs, and Key Opinion Leaders (KOL) to ensure timely order fulfillment

Data Analysis and Dashboard Management:

  • Design and maintain Customer Service (CS) dashboards in Zendesk
  • Develop dashboards for marketing, repairs, technical support (TS), and CS to track performance
  • Analyze data to optimize marketing strategies and operational efficiency

Requirements

  • Bachelor’s degree in a relevant field
  • Minimum 3 years of management experience
  • Proficient in Microsoft Suite, Google Suite, ERP systems, and Tableau
  • Strong communication skills, analytical ability, and problem-solving skills

Working Conditions: Regular office hours with some flexibility for operational demands

Benefits

  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off