What are the responsibilities and job description for the Operations Manager position at Holland & Sherry?
Position: Operations Manager
Location: Owings Mills, MD
Reports To: Director of Logistics (MD) with dotted line to Director of Operations (NY)
Duration: Full-time
Overview
The Operations Manager is a senior operational leader responsible for elevating client service execution, driving cross-departmental efficiency and leading the transformation of client services into a centralized function. This role serves as the on-site operational and second-in-command at our impressive Owings Mills facility, and partners with leadership headquarters in New York.
Key Responsibilities
This is a leadership position for someone who understands that exceptional client service is a competitive advantage, and who has the operational discipline to build systems that deliver it consistently.
You’re a people-first operations leader with a track record in client or customer service environments. You communicate with polish and clarity, build trust with teams across all levels, and you know how to build and scale high performing systems across a growing organization.
Holland & Sherry is a fast-growing, dynamic leader in luxury To-the-Trade interior textiles. Renowned for our curated collections and uncompromising quality, we serve the world’s most discerning designers and clients. As we scale our operations, we’re investing in the exceptional people who will shape the next chapter of our brand.
What we offer
• A competitive salary ($70,000 - $100,000, Depending on experience)
• Comprehensive medical, dental and vision insurance
• 401k retirement savings program with employer matching contributions
• Paid time off with at least 10 federal holidays observed throughout the calendar year
• A leadership role with genuine influence at a growing, design-forward luxury brand
Location: Owings Mills, MD
Reports To: Director of Logistics (MD) with dotted line to Director of Operations (NY)
Duration: Full-time
Overview
The Operations Manager is a senior operational leader responsible for elevating client service execution, driving cross-departmental efficiency and leading the transformation of client services into a centralized function. This role serves as the on-site operational and second-in-command at our impressive Owings Mills facility, and partners with leadership headquarters in New York.
Key Responsibilities
This is a leadership position for someone who understands that exceptional client service is a competitive advantage, and who has the operational discipline to build systems that deliver it consistently.
- Serve as the operational 2iC — the senior on-site leader who keeps the facility running smoothly and represents leadership in day-to-day operations
- Partner daily with the Client Services Manager to drive response time, accuracy, staffing quality and overall service excellence
- Coach and develop the client services team with an 18-month roadmap to consolidate client services out of showrooms into a unified, centralized function
- Introduce and implement consistent service language and email response frameworks company-wide
- Oversee claims and returns with high-level decision-making authority, balancing quality control with genuine client sensitivity
- Lead cross-departmental training (client services, warehouse and beyond) on quality standards, timeliness and order tracking
- Act as the primary liaison between client services, sampling, warehouse, sales and management
- Support client visits, operational tours and day-to-day running of the satellite showroom
- Assist with launching and scaling new sample-support operations for domestic showrooms
- Deliver quarterly performance and efficiency reports for the executive team
- Lead client services adoption of new systems and website interfaces
You’re a people-first operations leader with a track record in client or customer service environments. You communicate with polish and clarity, build trust with teams across all levels, and you know how to build and scale high performing systems across a growing organization.
- 7 years of experience leading operations in a client services, fulfillment or multi-location service environment — experience in luxury, interiors, wholesale or trade-facing businesses is a strong plus
- Degree in business administration, operations management, supply chain/logistics, management or related field preferred
- Proven track record managing and developing client-facing teams, not just warehousing or logistics teams
- Proficient in CRM and client-service platforms, ERP or order-management systems and advanced Excel reporting
- Comfortable owning process improvement initiatives and leading organizational change across departments
- Excellent written and verbal communication skills — you set the standard for service language and elevate those around you
- Experience with sampling operations or showroom environments is a meaningful advantage
Holland & Sherry is a fast-growing, dynamic leader in luxury To-the-Trade interior textiles. Renowned for our curated collections and uncompromising quality, we serve the world’s most discerning designers and clients. As we scale our operations, we’re investing in the exceptional people who will shape the next chapter of our brand.
What we offer
• A competitive salary ($70,000 - $100,000, Depending on experience)
• Comprehensive medical, dental and vision insurance
• 401k retirement savings program with employer matching contributions
• Paid time off with at least 10 federal holidays observed throughout the calendar year
• A leadership role with genuine influence at a growing, design-forward luxury brand
Salary : $70,000 - $100,000