Director, Inbound Operations

About The Role

As a Director of Inbound Operations, you will own and drive the operational success across key e-commerce authentication centers. This is a high-impact leadership role responsible for performance across people leadership, quality, and efficient production targets. You’ll lead a talented team to champion operational excellence and ensure seamless collaboration across departments.

This role is ideal for a seasoned, data-driven operator with a passion for luxury goods, a strong operational mindset, and a proven ability to lead teams in fast-paced environments

What You Get To Do Everyday

• Lead and manage a team across e-commerce authentication centers
• Drive quality and UPH-driven performance, ensuring KPIs and SLAs are consistently met or exceeded
• Hire, train, and develop a team and support staff to meet high-growth targets
• Collaborate closely with cross-functional partners in Merchandising, Strategy, and Labor Planning
• Use data to identify trends, uncover opportunities, and drive continuous improvement initiatives
• Build and implement scalable strategies that enhance efficiency, product accuracy, and customer satisfaction
• Cultivate a high-performance culture that motivates and retains top talent
• Create an environment that ensures a high level of employee engagement and accountability; set clear expectations; motivate, develop, and coach team; manage performance and review cycle
• Obsess over service for internal and external clients. Aim to meet or exceed Consignor and Customer expectations by providing outstanding service.
• Achieve operational excellence by ensuring smooth resolution of workflow exceptions and maintaining strong inventory control.
• Provide solutions in response to obstacles and identify opportunities for efficiencies with an emphasis on org design, process optimization and technology enhancements.
• Oversee and initiate continuous improvement projects and experimentations.
  
  

What You Bring To The Role

Minimum Requirements:

• 10 years of management experience; production environment or e-commerce experience preferred
• Proven ability to analyze data, navigate reporting tools, and surface actionable insights
• Exceptional communication, collaboration, and stakeholder management abilities
• Proven problem-solving skills with a strong commitment to action
• The capability to navigate ambiguity and be flexible to changing needs and priorities
• The ability to prioritize multiple time-sensitive tasks and/or escalate issues
• Demonstrated ability to self-start and manage people with organizational effectiveness to maximize productivity, locally and remotely
• Passion for creating a high-caliber team with dedication to operational excellence and providing outstanding customer service
  
  

Preferred Requirements:

• Experience with large teams (50 ) across multiple locations
• Project management experience
• Proficiency with Google Suite (Docs, Sheets, Slides)
• Ability to build impactful presentations using data and insights
• Ability to travel 25-50% depending on location
  
  

Compensation, Benefits, Perks

The expected salary range for this role is $167,539.49-$185,000.00. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 37 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art, and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service.

The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.