What are the responsibilities and job description for the Operations Support Manager position at reflex?
Operations Support Manager
About Reflex
Reflex is transforming how over 15 million Americans work in retail. Our platform connects top-tier retail talent—our Reflexers—with leading apparel brands on-demand. We’re on a mission to create the best way to work in retail.
About This Role
As the Operations Support Manager, you will own the people and performance of Reflex’s real-time support function. You’ll directly manage a team of Operations Shift Leads and Operations Support Specialists, ensuring our support operation runs at a high level across every shift, seven days a week. This role will generally work a Tuesday - Saturday schedule, but must have flexibility for shifting your schedule or holidays as needed by the business.
You’ll set the tone for how the team operates, coach and develop your direct reports, help to manage our outsource vendor relationships, and partner with operations leadership to build a support function that scales with the business. Your schedule is Tuesday through Saturday, with availability for other days and holidays as business needs require.
What You'll Do
Team Leadership & Development
- Directly manage an Operations and Support team, owning performance, growth, and day-to-day engagement across the team
- Coach Shift Leads to run effective shifts and grow as leaders in their own right
- Set clear expectations, provide regular feedback, and lead performance reviews
- Build a team culture that is empathetic, accountable, and resilient under pressure
Vendor & Outsource Management
- Own the day-to-day relationship with Reflex’s outsource support vendor, ensuring alignment on SLAs, quality standards, and operational expectations
- Monitor vendor performance and attend regular business reviews to drive accountability and continuous improvement
- Partner with operations leadership on capacity planning, escalation paths, and contract alignment
Operations & Quality
- Ensure consistent coverage and quality across all support channels (text, email, phone) across all shifts
- Monitor KPIs and operational metrics, identify trends, and drive improvements
- Own and evolve playbooks, escalation protocols, and onboarding materials for the support team
- Serve as the escalation point for complex or high-priority issues that require management involvement
Cross-Functional Partnership
- Partner with Growth, Product, and Retail Success teams to surface support trends and resolve systemic issues
- Represent the support function in cross-functional planning and ensure the team has what it needs to execute
Who You Are
- 2 - 4 years of experience managing people in a support, operations, or customer service environment
- Experience managing an outsource or BPO vendor relationship is a plus
- Strong operational instincts - you can read a metric, identify a problem, and drive a fix
- A genuine coaching mindset: you invest in your reports and take their development seriously
- Excellent communication skills and comfort working across teams and levels of seniority
- Experience in a fast-moving startup or marketplace environment is a plus
- Familiarity with the administrative and configuration components of support tooling (Front, Aircall, or comparable) is a plus
- Availability to work a Tuesday - Saturday schedule, with flexibility for shifting your schedule or holidays as needed by the business
What We’re Offering
- Equity grant as one of the first ~30 employees at a fast-growing, venture-backed company
- Competitive salary and full health, vision, and dental benefits
- Flexible vacation policy
- Hybrid team based in downtown Austin
- Discounts at your favorite retail brands