Operations Manager

Position: Operations ManagerLocation: Owings Mills, MDReports To: Director of Logistics (MD) with dotted line to Director of Operations (NY)Duration: Full-timeOverviewThe Operations Manager is a senior operational leader responsible for elevating client service execution, driving cross-departmental efficiency and leading the transformation of client services into a centralized function. This role serves as the on-site operational and second-in-command at our impressive Owings Mills facility, and partners with leadership headquarters in New York.Key ResponsibilitiesThis is a leadership position for someone who understands that exceptional client service is a competitive advantage, and who has the operational discipline to build systems that deliver it consistently. Serve as the operational 2iC — the senior on-site leader who keeps the facility running smoothly and represents leadership in day-to-day operationsPartner daily with the Client Services Manager to drive response time, accuracy, staffing quality and overall service excellenceCoach and develop the client services team with an 18-month roadmap to consolidate client services out of showrooms into a unified, centralized functionIntroduce and implement consistent service language and email response frameworks company-wideOversee claims and returns with high-level decision-making authority, balancing quality control with genuine client sensitivityLead cross-departmental training (client services, warehouse and beyond) on quality standards, timeliness and order trackingAct as the primary liaison between client services, sampling, warehouse, sales and managementSupport client visits, operational tours and day-to-day running of the satellite showroomAssist with launching and scaling new sample-support operations for domestic showroomsDeliver quarterly performance and efficiency reports for the executive teamLead client services adoption of new systems and website interfacesQualifications, Experience & SkillsYou're a people-first operations leader with a track record in client or customer service environments. You communicate with polish and clarity, build trust with teams across all levels, and you know how to build and scale high performing systems across a growing organization. 7+ years of experience leading operations in a client services, fulfillment or multi-location service environment — experience in luxury, interiors, wholesale or trade-facing businesses is a strong plusDegree in business administration, operations management, supply chain/logistics, management or related field preferredProven track record managing and developing client-facing teams, not just warehousing or logistics teamsProficient in CRM and client-service platforms, ERP or order-management systems and advanced Excel reportingComfortable owning process improvement initiatives and leading organizational change across departmentsExcellent written and verbal communication skills — you set the standard for service language and elevate those around youExperience with sampling operations or showroom environments is a meaningful advantageAbout our companyHolland & Sherry is a fast-growing, dynamic leader in luxury To-the-Trade interior textiles. Renowned for our curated collections and uncompromising quality, we serve the world's most discerning designers and clients. As we scale our operations, we're investing in the exceptional people who will shape the next chapter of our brand.What we offerA competitive salary ($70,000 - $100,000, Depending on experience)Comprehensive medical, dental and vision insurance401k retirement savings program with employer matching contributionsPaid time off with at least 10 federal holidays observed throughout the calendar yearA leadership role with genuine influence at a growing, design-forward luxury brandPowered by JazzHR