Lead operations and logistics at a fast-growing home furnishings company.
About Resident
Resident is one of North America’s fastest-growing omnichannel retailers, home to award-winning brands like Nectar, DreamCloud, Awara, and Siena. Since 2017, we’ve been disrupting the home furnishings industry through performance marketing, data science, and innovative e-commerce technology. We focus on quality materials, timeless style, and—above all—comfort.
Our team lives by the values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum.
Schedule
- Full-time, remote role (must reside and be authorized to work in the U.S.)
- Standard business hours with flexibility for urgent operational needs
Responsibilities
- Lead, mentor, and support Transit & Review specialists with coaching and development plans.
- Oversee daily operations to ensure order fulfillment, shipping, and payment loss prevention meet SLAs and KPIs.
- Resolve order placement issues, payment errors, shipping exceptions, and return refund errors.
- Develop, document, and improve workflows to drive efficiency and accuracy.
- Train team members on quality standards and promote a customer-first mindset.
- Partner with BPO teams and internal departments to address feedback and operational concerns.
- Analyze shipping and fraud prevention data; prepare performance and trend reports.
- Manage team workspaces in Google Sheets, including restoring data, fixing formulas, and reformatting sheets.
- Ensure appropriate staffing and scheduling to meet business needs.
Requirements
- 1–3 years of leadership or supervisory experience
- 1–3 years in order fulfillment, shipping logistics, and/or payment or fraud prevention
- Strong organizational skills and the ability to set priorities independently
- Proficiency in Excel and/or Google Sheets
- Experience creating SOPs, process maps, and identifying operational inefficiencies
- Comfortable working in a fast-paced startup environment with remote teams (BPO experience preferred)
- Self-motivated, decisive, and adaptable to emerging technologies
Benefits
- Pay: $26–$28 per hour + potential discretionary bonuses
- Remote-first workplace since 2017
- Health, vision, and dental insurance
- HSA company contributions
- 401(k) with company match
- “Take what you need” PTO + wellness benefits
- WFH office and internet/cell stipend
- A FREE mattress plus Friends & Family discount
Resident is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Happy Hunting,
~Two Chicks…