Operations Manager at Holland and Sherry – Owings Mills, Maryland

Position: Operations Manager
Location: Owings Mills, MD
Reports To: Director of Logistics (MD) with dotted line to Director of Operations (NY)
Duration: Full-time

Overview

The 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 Responsibilities

• Serve as operational 2iC, supporting logistics and operations leadership
• Conduct daily reviews with the client services manager to monitor response times, accuracy, staffing needs and service quality
• Assist the client services manager in leading and training the client services team, with an 18-month goal of fully consolidating client services out of showrooms
• Introduce refined email response frameworks and implement consistency company-wide service language
• Oversee claims and quality control, making high-level decisions on returns procedures with strong client sensitivity
• Train cross-departments (client services, warehouse etc.) on quality standards, timeliness and order tracking
• Act as the primary liaison between client services, sampling, warehouse, sales and management
• Support client visits, operational tours and day-to-day operation of the satellite showroom
• Assist with launching and scaling new sample-support operations for domestic showrooms
• Deliver quarterly performance and efficiency reports for the executive team
• Lead client services adoption of new systems and website interfaces

Qualifications, Experience & Skills

• 7+ years of experience in operations, client services or fulfillment leadership
• Degree in business administration, operations management, supply chain/logistics, management or related field
• Strong people-management skills with experience coaching and performance-managing teams
• Proficient in CRM and client-service platforms, ERP or order-management systems and advanced excel reporting
• Proven ability to standardize processes and lead organizational change
• Excellent written and verbal communication skills
• Experience in logistics, sampling, warehousing or multi-location service environments preferred

About our company

Holland & Sherry is a fast-growing, and dynamic player in the luxury To-the-Trade interiors textiles arena. We are a leading provider of high-quality product, known for our commitment to innovation and customer satisfaction.

What we offer

• A competitive salary ($70,000 - $100,000, Depending on experience)
• Comprehensive medical, dental and vision insurance
• 401k retirement savings program with employer matching contributions
• Paid time off with at least 10 federal holidays observed throughout the calendar year