Operations Manager (NYC)

Reporting Manager: VP of FulfillmentWorking Hours: Monday - Fri, 9am - 7pm Location: 100% on site, 5th Avenue, New York, NY About the RoleWe are looking for a highly proactive, operationally sharp, and people-first Operations Manager to lead the day-to-day functioning of our NYC Fulfillment Hub. You will be the backbone of local and North American operations—managing workflow across intake, QC, shipping, and returns—while building relationships with key suppliers, partners, and carriers. This role is central to ensuring daily success across the last mile of our customer experience, bridging on the ground execution with strategic team development, process optimization, and interoffice alignment.This is an exciting opportunity to line manage a team of ten and drive results in a high-growth environment.About UsNivoda’s growth trajectory has skyrocketed over the past 12 months, and we continue to expand across new regions at an unprecedented pace. Our DNA centers on understanding our customers' needs and offering them a seamless experience. With a growing team based in major cities worldwide, including London, New York, Hong Kong, and Mumbai, Nivoda is becoming the go-to marketplace for the global jewelry industry.We are bold, innovative, and relentless in our pursuit of excellence as we transform an industry steeped in tradition.What You'll DoOpen and manage the NYC office daily by 9:00 AM to receive timely carrier deliveries (FedEx, UPS, Brinks, etc.).Ensure daily supplier outreach and confirmation of stone orders, coordinating prompt collection or drop-off.Supervise real-time barcode scanning of incoming stones to enable platform accuracy and immediate QC eligibility.Oversee unboxing, intake logging, and accurate handoff to Quality Control for daily processing.Guarantee that 100% of received stones are QC’d and shipped the same day (where possible) to meet delivery promises.Coordinate express stone intake and time-sensitive replenishments into inventory.Manage returns network—receiving, sorting, QC’ing, and dispatching goods locally and internationally.Maintain optimal supply stock levels (shipping materials, office supplies) to prevent operational interruptions.Supervise all outgoing shipment pickups, including carrier scheduling during holiday or weekend shifts.Ensure security systems and access codes are active, monitored, and updated per staffing changes.Maintain strong local relationships with suppliers, runners, carriers, and other NYC-based partners.Review weekly operational metrics by function (intake, QC, shipping, returns, express) and implement improvements.Lead team check-ins (weekly, biweekly, or monthly), creating personal development plans and ensuring responsibilities are calendar-blocked and enforced.Upload and manage all office-related bills and expenses weekly.Partner with other Nivoda hubs for cross-office alignment and contribute insights in weekly business reviews (WBRs).Communicate platform updates, changes in SOPs, or workflow enhancements with transparency and clarity.Cultivate a positive team culture rooted in accountability, clarity, and growth.Basic Qualifications3+ years in operations, fulfillment, or logistics-based office management5+ years experience in managing or leading small teamsDemonstrated ability to execute and enforce daily operational workflowsProficiency in Excel/Sheets, logistics tools, and time-based performance trackingClear, effective communicator and highly organized leaderPreferred QualificationsExperience within the diamond, gemstone, or luxury goods industryFamiliarity with FedEx, UPS, or Brinks label creation and carrier coordinationProven ability to build systems for operational improvement and team performanceStrong local familiarity with Manhattan Diamond District operationsObjectives and Key Results (OKRs)100% of daily orders QC’d and shipped same-day when possible95%+ carrier pickup rate compliance<1% inventory handling or logging error rate90% completion of team progression plans within 6 months95%+ on-time attendance adherence100% of office expenses uploaded weekly by Monday EODWeekly report submission and continuous WBR participationWhat You’ll GetOpportunity to shape a high-impact function in a rapidly scaling companyFlexible work culture with entrepreneurial ownershipCompetitive salary and performance-based bonusesGenerous paid time off and wellness policies401(k), health insurance, and benefits packageWork in a fast-paced, globally connected, innovation-first environment

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