Head of Operations
Head of Operations
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Salary Not Disclosed
1 Vacancy
Job Description
Must be located in NYC (we are in office Monday Thursday). Please apply by emailing with Head of Operations in the subject line and include the following:
- Share 13 (max) bullets on why you think youre a standout applicant for this role.
- Share 12 (max) bullets summarizing an initiative youre most proud of and the impact it drove (we love metrics!
- Share your Pickle username and your favorite app feature
Pickle is a rental marketplace that aims to monetize the billions of underutilized assets sitting in consumers closets and brands inventory. Users can easily tap into shared closets within their community through flexible and/or ondemand delivery options. Our goal is to provide affordable and convenient access to quality items exactly when our users need them. We are starting with P2P clothing/accessories and expanding to other categories.
Were looking for a seasoned strategic and spyHead of Operationsto lead the team responsible for delivering the best possible experience to both renters and lendersfrom seamless deliveries to trustworthy interactions. Youll own the systems strategy and behind how orders get fulfilled how problems get resolved and how we scale logistics and support into new markets.
Role Overview:
AsHead of Operations youll be responsible for designing and executing the endtoend operational engine that powers our marketplace. You will oversee logistics (courier and shipping) customer support and trust & safety policies. Youll identify weak points in our order flow refine our delivery model and ensure every rental feels magicalfor both the renter and the lender.
You will work closely with Product Engineering and Community teams to ensure local nuances and platformwide needs are met with scalable solutions.
Requirements
- 6 years of experience in marketplace ecommerce or logistics operations (fashion DTC or mobility a plus)
- Experience owning courier logistics and/or shipping infrastructure ideally with direct provider negotiations
- Proven ability to design systems that scale while maintaining great customer experience
- Analytical mindset; comfortable diving into delivery failure rates NPS or operational KPIs
- Experience managing customer support or trust teams (bonus if youve helped scale them)
- Excellent crossfunctional collaborator able to work with Product Eng Community and Marketing
- Empathetic and userobsessed; you care about how people feel when they rent on Pickle
- Strong analytical and problemsolving skillsable to make datadriven decisions that balance cost speed and user experience.
- Experience with lastmile delivery and inperson exchange logistics.
- Comfortable working in a fastmoving dynamic startup environment.
- Analytical/technical skills such as SQL dashboarding or other forms of data analysis
- Bonus: experience launching or scaling citylevel operations or fulfillment centers
Responsibilities
- Lead and scale operations across courier pickup/dropoff shipping returns and delivery reliability
- Manage relationships and negotiate rates with 3rd party logistics and courier providers
- Drive pricing strategy for all delivery optionsincluding realtime optimizations based on cost margin and experience
- Analyze and address the drivers of failed orders late deliveries or inventory mismanagement
- Build infrastructure to detect and prevent renter/lender behaviors that could disrupt delivery success
- Design scalable delivery solutions for new markets accounting for local constraints and user behaviors
- Oversee the customer experience function ensuring timely friendly and effective support
- Develop and enforce Trust & Safety policies that protect both renters and lenders while encouraging peertopeer participation
- Collaborate crossfunctionally to inform product features that reduce ops burden or customer friction
- Report on operational performance logistics costs and support team KPIs; define and drive improvement targets
Benefits
- Competitive compensation and equity
- Healthcare (Medical Dental Vision)
- Take what you need paid time off
- Meal Pal credits to cover the cost of lunch
- Stipend to help set up your desk and office environment
- Work directly with the founders and executive team
- Professional coaching training and development
- Grow with the company
- Pickle credits for our employees we love when the team uses Pickle!
- Fun team events and company parties
- Company offsites
- Office space in NYC
Required Experience:
Director
Employment Type
Full-Time
