Operations Manager

Job title : Operations Manager

Job Summary

• Reporting to the Founder, you will take full ownership of day-to-day operations across the workshop and front office, manage staff performance, ensure processes are followed, and maintain smooth business operations with minimal supervision.
• This role requires someone accountable, takes initiative and has good people management skills.

Job Responsibilities
Operations Management:

• Oversee daily workshop and office operations end-to-end
• Ensure jobs move efficiently from intake to completion and delivery
• Maintain and improve operational processes and workflows
• Track turnaround times and enforce deadlines
• Monitor inventory (materials, tools, products) and manage restocking

Team Management:

• Supervise artisans, customer service staff, and operations support staff
• Set clear daily and weekly targets and ensure accountability
• Monitor productivity and quality of work
• Address performance issues promptly and professionally
• Coordinate staff schedules, attendance, and task allocation

Reporting & Structure;

• Prepareweekly operational reports(jobs completed, pending, issues, stock levels)
• Maintain clear records and tracking systems (spreadsheets, logs, job trackers)
• Ensure SOPs are followed consistently

Customer & Service Oversight (Limited Direct Contact)

• Oversee customer service standards without excessive direct handling
• Step in only when escalation is required
• Ensure customer communications are professional, timely, and aligned with brand

Problem Solving & Ownership:

• Identify operational problems and resolve them independently
• Make practical decisions in the best interest of the business
• Reduce reliance on the Founder for routine issues

Requirements

• Minimum of 5 years of experience in luxury service or operations.
• Experience managing artisans, technical teams, or service-based businesses is an advantage
• Strong leadership and people management skills
• Highly organised, structured, and process-driven
• Able to work independently and take full ownership of responsibilities
• Excellent written and verbal communication
• Comfortable using spreadsheets, task trackers, and basic reporting tools.