Associate Manager – Category Operations

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Supervise daily operational workflows, focusing on prioritization, issue resolution, and service execution.

• Ensure compliance with service level agreements (SLAs), operational controls, and quality benchmarks.

• Create, maintain, and govern Standard Operating Procedures (SOPs).

• Identify operational deficiencies, conduct root cause analysis, and implement effective long-term solutions.

• Evaluate operational data and report on KPIs, SLAs, and performance trends to guide decision-making.

• Design and facilitate training programs for tools, systems, and operational processes.

• Promote the adoption of new tools, systems, and workflows through structured change management initiatives.

• Collaborate cross-functionally with Sales, Vendors, Customer Service, Finance, Technology, and Merchandising to ensure alignment in execution.

• Lead customer implementations, installations, and escalations to guarantee high-quality delivery.

• Oversee billing, invoicing, and reconciliation processes to ensure accuracy and adherence to policies.

⛳️ Requirements

• Strong operational and analytical mindset with exceptional attention to detail.

• Capability to manage multiple priorities and perform effectively in a fast-paced environment.

• Outstanding problem-solving and decision-making abilities.

• Effective communication and collaboration skills across diverse teams.

• Customer-centric approach with robust escalation management skills.

• Ability to navigate uncertainty and deliver successful results.

• Experience in leading or mentoring team members in operational settings.

• Proven history of continuous improvement initiatives and change management.

• Advanced proficiency in Excel and reporting tools such as Power BI, Tableau, or Salesforce.

• Experience collaborating with vendors and cross-functional teams to enhance performance and customer satisfaction.

• 5+ years of experience in operations, program management, or process improvement.

• Experience in managing operational workflows, programs, or processes.

• Proven capability to develop and enhance SOPs and operational standards.

• Experience managing KPIs, SLAs, and performance metrics.

• Bachelor’s Degree in business operations, project management, communications, or a related field (preferred).

• Experience with process improvement or change management projects.

• Advanced Excel and reporting tool proficiency (Power BI, Tableau, Salesforce).

• Experience with system implementations, testing, or operational tools.

• Experience in customer-facing or vendor-integrated operational environments.

• Prior experience leading or mentoring team members.

🏝️ Benefits

• Inclusive culture with associate-led Business Resource Groups.

• Flexible PTO (22 days).

• Holiday Schedule (7 observed paid holidays).

• Online and Retail Discounts.

• Company Match 401(k).

• Physical and Mental Health Wellness programs.