Operations Manager in Hyattsville, Maryland at Returnmates

About the Company

Sway is a fast-growing logistics and technology startup building next-generation delivery and return solutions for e-commerce brands and 3PLs. We operate a network of driver partners paired with optimized local routes, powered by technology that creates a seamless, on-demand experience for customers that feels as easy as rideshare or food delivery.

Our mission is to make online shopping and returns effortless from start to finish by improving one of the most important parts of e-commerce—last-mile delivery. Sway is venture-backed by leading investors in LA and NYC, and supported by founders from companies like Allbirds, Warby Parker, Harry’s, and thredUP, with a team that includes operators from companies like Uber and Pitney Bowes.

About the Role

We are hiring an Operations Manager to lead and optimize warehouse and delivery operations in the market. In this role, you’ll work closely with the Head of Operations and Regional Manager to scale operations, improve efficiency, and ensure a seamless end-to-end customer experience.

You will oversee both warehouse operations and driver performance, helping manage a mix of W2 warehouse staff and independent contractor drivers. This role is highly hands-on and plays a critical part in building and refining the operational foundation of a fast-growing startup.

• Oversee daily warehouse and driver operations to ensure smooth execution of inbound and outbound workflows
• Build, manage, and support a team of W2 warehouse staff and independent contractor drivers
• Align driver capacity with demand to ensure coverage and efficiency
• Monitor operational performance and key metrics to identify areas for improvement
• Analyze daily operations and implement process improvements to increase speed and accuracy
• Ensure a high standard of customer experience across deliveries, returns, and issue resolution
• Work closely with the Head of Operations and HQ team to share feedback and drive operational improvements
• Develop and refine workflows, tools, and processes to improve efficiency and scalability
• Track and manage operational costs, supporting budget and performance accountability
• Lead problem-solving efforts for operational issues, delays, and escalations
• Foster a culture of accountability, ownership, and continuous improvement within the team
  
  

Required:

• Bachelor’s degree or 4+ years of relevant experience in logistics, warehouse operations, or operations management
• 2–4+ years of experience managing teams, including contractors or frontline staff
• Experience overseeing complex, fast-moving operational environments
• Strong problem-solving skills with a focus on process improvement and execution
• Ability to analyze performance data and translate insights into action
• Excellent communication skills with the ability to report findings to senior leadership
• Comfortable working in-person at a warehouse facility full-time
• Strong ownership mindset with a hands-on, “lead from the floor” approach

Nice to Have:

• Experience in a high-growth startup or fast-scaling environment
• Familiarity with e-commerce logistics and returns operations
• Proficiency in Excel, Google Sheets, or similar tools for analysis and reporting
• Experience with data tools (e.g., Sigma or similar platforms)
• Prior experience managing independent contractor driver networks

• Be part of a fast-growing startup shaping the future of logistics
• Comprehensive Health, Dental, and Vision Coverage (100% employee / 50% dependent coverage)
• Unlimited PTO policy for flexibility and work-life balance
• Employee stock options to share in company growth
• Collaborative, high-energy work environment focused on teamwork and execution

• Embrace Change: We adapt quickly and turn challenges into opportunities
• Every Package Matters: Accuracy and care drive everything we do
• Trust Your Numbers: We rely on metrics to guide improvement
• Seek Responsibility: We take responsibility and follow through
• Low Ego, High Ambition: We work collaboratively and support each other

Operations | Washington D.C.

Location: Onsite at our Hyattsville, MD warehouse, serving the Washington D.C. area.