Director of Service and Operations

New York, United States Full-time

The Director of Service and Operations is responsible for working with the VP of Operations to ensure efficiency and alignment across all operational teams to help scale the business for growth. The Director of Service and Operations is responsible for day-to-day operational management of Client Service and Shipping/Logistics, and developing/facilitating day-to-day company operations to support the following workgroups: Marketing, Production, Account Management, and Sales.

The Director of Service and Operations is responsible for 1) offering strategic partnership to key partners across the company, 2) managing Brand Ambassadors and Shipping/Logistics to deliver an exceptional client experience, 3) communicating relevant information across the organization to ensure a unified team and client experience, 4) reviewing and analyzing data and vendor relationships to drive efficiency, 5) aggregating information from work groups, determining root cause issues, and identifying possible solutions to improve the business, and 6) creating alignment across teams to work together to drive revenue.

Client Service:

  • Oversee day-to-day management of the Client Service Team.
  • Have the right number of Brand Ambassadors in place to meet or exceed service levels. Responsible for training of all new CS hires as needed.
  • Ensure Brand Ambassadors are focused on sales goals and delivering an outstanding service experience.

Warehouse, Shipping, & Logistics:

  • Work towards logistical efficiency wherever possible and maintain positive partnerships with logistical partners.
  • Oversee day-to-day management of the Shipping and Logistics Manager to ensure timely deliveries within service level.
  • Strategically partner with warehouse contacts to ensure seamless warehouse operations for our consignors and shipping carriers. Outreach to new warehouses as needed with growth plan.
  • Oversee expiring inventory to ensure items are removed from the warehouse in a timely manner and Viyet has clarity on what is in storage.
  • Collaborate with all shipping providers to ensure service levels are communicated and met.

Company Operations:

  • Participate in cross-department projects, and execute deliverables as needed.
  • Identify opportunities for automation and work with technical team to optimize efficiency.
  • Maintain and create documentation of operational processes for scaleability plan.

Reporting & Analysis:

  • Complete data analysis of move-to-storage costs, refunds, offer conversion, and any other key performance metrics that present themselves as opportunities for improvement.


  • Responsible for creating a positive and energetic environment, with Brand Ambassador accountability and a can-do attitude.

Internal Partnerships:

Marketing, Account Management, Consignment Management, Production, Curators, Technology.


  • At least 3-5 years of management experience.
  • E-com experience preferred.
  • Experience in home furnishings preferred.
  • Must have good technical skills, analytical skills, management skills, organizational skills, communication skills, writing skills, problem-solving skills, thrive in a fast-paced environment, and have a good sense of humor.

Be on-call to support Brand Ambassadors during the window of published support hours. Since e-commerce is a 24/7 business, the Service Manager may be called upon to resolve critical or high visibility issues during off hours. In these rare instances, fast response and action are expected.

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