What are the responsibilities and job description for the Operations Manager position at URBN?
The Operations Manager is responsible for ensuring the operational excellence of our newly established West Coast furniture returns center. The site is a 98,000 SF facility locating in Gilbert, AZ responsible for processing and storing furniture returns. The Manager will collaboratively partner with the front of house store team, internal customers, and partners throughout the furniture network to provide a seamless customer experience. This position is responsible for all operational and financial aspects of URBNs West Coast furniture returns center including project management, budget performance, work schedule planning, and managing external middle and last mile providers to ensure the optimal customer experience.
Primary Duties & Responsibilities:
- Maintain an associate centered workplace through floor time, associate engagement, and an open-door policy.
- Oversee the daily operation of the Furniture Returns Center (which may include Warehousing, Inbound returns processing, Outbound or Customer Service Operations, etc.)
- Support West Coast furniture delivery network by conducting weekly reviews of home delivery network, resolving order issues that fall out of established parameters, and providing performance summaries to the organization.
- Clearly define daily and weekly objectives to the workforce. Champion successes and address areas of opportunity.
- Responsible for executing to, tracking, reporting and explaining all site metrics and SLAs.
- Identify, champion, and implement process improvements throughout the returns center and furniture network.
- Forecast staffing requirements based on established run rates and volumes; adjust as the business warrants
- Establish a partnership with the Brands to improve the overall customer experience by reducing returns, increasing speed to market, and the delivery experience
- Ensure that budgeted service levels are met (or exceeded)
- Coach, Mentor and Develop your team
Knowledge, Experience & Skills Required:
- 3 years supervising a team in a distribution, manufacturing or call centers
- Strong analytical, problem solving and reporting skills
- Excellent leadership, team building, communication and organizational skills
- Experience with Manhattan’s WMS and LMS system a plus
- Experience operating or supervising a site with Power Industrial Trucks (e.g. forklifts)
- Experience with Furniture Delivery or Manufacturing a plus
Physical Requirements:
- Ability to sit or stand for extended periods of time.
- Ability to manipulate a keyboard for extended periods of time.
- Climb, balance, kneel, crouch, or crawl.
- Ability to use a computer for extended periods of time.
- Lift freight and other objects of various shapes, sizes and weights up to 50 pounds
- Operate warehouse equipment as required for position (i.e., forklift, pallet jack, cherry picker) which requires coordinated movements.
Urban Outfitters, Inc. celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment.
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