Operations Manager

Reports to: Founder & CEOLocation: NYC (On-site)About the RoleSienna Charles is a premier ultra-high-net-worth (UHNW) lifestyle and travel firm. We are seeking a high-caliber Operations Manager to serve as the strategic and operational \"Integrator\" to our Founder & CEO.In this role, you are the bridge between vision and reality. You will translate the CEO's high-level ideas into actionable systems, oversee cross-functional leadership, and ensure the company scales with precision. This is not just a coordination role; it is a leadership position requiring a rare blend of tech-savviness, emotional intelligence, and a relentless drive for operational excellence.Key Responsibilities1. Operational ExcellenceProcess Management and Automation: Identify bottlenecks and optimize workflows. You will lead the charge on requests to the tech team to improve dashboards and CRM functionality.Technology Oversight: Manage the end-to-end lifecycle of internal tools, including mobile apps, cloud infrastructure, and data visualization.Data-Driven Leadership: Maintain and evolve company dashboards to provide the CEO with real-time visibility into KPIs and business health.2. Strategic Execution & IntegrationThe \"Integrator\": Filter the CEO's vision into structured initiatives with defined timelines, outcomes, and accountability.Project Management: Shield the CEO from \"operational noise\" by managing day-to-day execution across Client Services, Marketing, Sales, and Tech.Meeting Rhythms: Own the leadership calendar—set agendas, facilitate high-impact meetings, and ensure all follow-ups are executed.3. Team Management & AccountabilityPerformance Culture: Set clear goals for department heads and hold them accountable through consistent feedback and performance reviews.Talent Development: Oversee the hiring, onboarding, and training of management-level staff to ensure the team meets UHNW service standards.Escalation Point: Act as the primary problem-solver for the team, resolving internal conflicts and operational hurdles before they reach the CEO.The Ideal PersonaThe Perfectionist: You are obsessed with detail and possess a \"nothing slips through the cracks\" mentality.The Tech-Whiz: You speak the language of developers and understand how CRM and automation drive a modern luxury business.The Calm Authority: You lead with high EQ, navigating competing priorities with a sense of urgency and a steady hand.The Discreet Partner: You understand the nuances of the luxury industry and maintain absolute confidentiality.RequirementsExperience: 5+ years in Operations, Chief of Staff, or Upper Management in a fast-paced or startup environment.Scale: Proven experience managing teams of 5+ people.Tech Stack: Demonstrated success managing the development/implementation of CRMs, dashboards, and cloud-based infrastructures.Communication: Exceptional written and verbal skills; ability to translate complex data into simple, visual strategic insights.Background: Experience in a service-based industry or SaaS sompany is highly preferred.What Success Looks LikeCEO Freedom: The CEO's time is fully protected, allowing her to focus exclusively on brand, vision, and high-level client relationships.Seamless Execution: Projects move from concept to completion without bottlenecks.Transparency: Weekly executive summaries provide total clarity on company health.Culture of Ownership: Department heads are empowered, aligned, and consistently hitting their KPIs.