Who We Are
Parallelle creates elevated, thoughtfully designed products that bring beauty and ease into everyday life. We believe in craft, intentionality, and the quiet power of well-made things. Our team blends design, operations, and customer experience into a cohesive brand built on high standards and steady growth.
About the Role
The Operations Manager will be responsible for all day-to-day operational execution for Parallelle, with a primary focus on logistics (factory to 3PL, 3PL performance, order fulfilment, inventory accuracy) and customer service oversight (ensuring timely, high-quality customer experience). This role is perfect for someone who can bring structure to a fast-growing environment, coach a small team, and build scalable systems without losing sight of details.
As Parallelle expands into global markets and adds new regional 3PLs, this role will ensure operational readiness, consistent SOPs and smooth cross-functional coordination. We’re looking for someone who is proactive, organized, calm under pressure, and able to translate business priorities into operational execution. You’ll reinforce expectations, improve workflows, and model the culture we want as we grow.
Key Responsibilities
1. Logistics & Supply Chain Management
Manage all logistics operations for Parallelle, including:
- Serve as the primary point of contact for Parallelle’s U.S. 3PL and any new regional 3PLs added (EU/UK in 2026).
- Monitor warehouse performance and SLAs: receiving, pick/pack accuracy, shipping speed, returns processing.
- Track inbound shipments from the factory (Cambodia) to 3PLs: booking freight, confirming timelines, ensuring correct documentation.
- Coordinate with freight forwarders and customs brokers on import/export processes.
- Maintain inventory accuracy across all locations; investigate discrepancies.
- Support new 3PL onboarding: workflows, packaging requirements, shipping methods, SOP creation.
- Manage order flow for US and international DTC, , and US and international wholesale customers.
- Monitor logistics KPIs—shipping cost trends, delivery times, error rates—and recommend improvements.
2. Customer Service Oversight
- Supervise day-to-day customer service operations (email, chat, phone).
- Ensure response time targets are met (same day/24 hours).
- Review escalations, resolve operational issues such as lost packages, wrong items, or warehouse errors.
- Implement CS SOPs to create consistent, brand-appropriate service.
- Monitor return reasons & customer feedback to identify product or process issues.
- Work with marketing to maintain accurate FAQ content and help-center material.
- Provide weekly and monthly reporting on CS trends and opportunities.
3. Operational Process Building & Continuous Improvement
- Build and document SOPs for logistics, returns, CX workflows, and 3PL communication.
- Implement process improvements that reduce errors, cut costs, or speed up delivery.
- Identify tools needed to scale (e.g., WMS integrations, customer service platforms, tracking tools).
- Partner with finance on landed cost accuracy, freight budgeting, and inventory reconciliation.
- Collaborate with product and merchandising teams for launch readiness: packaging, SKU setup, inventory forecasting.
4. Cross-Functional Coordination
- Factory/production for inbound planning
- Marketing/Revenue to support promotions and new product launches
- Finance for inventory costing and monthly close
- Serve as the operational “connective tissue” to keep Parallelle’s engine running smoothly.
About You
- You are passionate about creating order, clarity, and consistency in growing environments
- You communicate clearly, anticipate needs, and follow through reliably
- You have strong judgment and know when to escalate versus when to handle independently
- You manage people with a balance of support and accountability
- You enjoy designing systems that make work smoother and more predictable
- You’re energized by problem-solving and keeping operations moving without drama
- 3–6+ years of experience in operations, supply chain, logistics, or eCommerce fulfillment.
- Hands-on experience managing at least one 3PL provider.
- Comfortable owning day-to-day operational decisions.
- Strong analytical skills—able to track KPIs, identify issues, and propose solutions.
- Excellent communication and organizational skills.
- Experience with Shopify system, Zendesk, Loop and other CS tools
- Experience with international logistics (Asia → U.S. or other regions).
- Experience in consumer product, fulfillment, logistics, or production environments
- Background in customer service management or process improvement
- Comfort with basic operational tools (project trackers, dashboards, order systems)
Success in This Role Looks Like
Within 6–12 months:
- Maintains 98–99% order accuracy at 3PLs.
- Reduces CS escalations tied to logistics issues.
- Ensures inbound shipments arrive on time with clean documentation.
- Creates clear, repeatable SOPs for all core operational workflows.
- Supports successful launch of the next regional 3PL (EU/UK).
- Helps the brand scale into new regions with solid operational foundations.
Why Choose Us
Parallelle is a growing brand with a thoughtful, human-centered approach to product and work. You’ll join a small, collaborative team where your decisions shape the customer experience and the future of the business. We value clarity, craft, and people who take ownership and move work forward with intention.
Compensation and Benefits
• Salary: $115,000 - $125,000 with discretionary bonus based on individual and company performance
• Benefits: Health, PTO, and additional perks aligned with Parallelle’s policies
