Director, Inbound Operations

The RealReal•Perth Amboy, NJ

8d•$167,539 - $185,000

About The Position

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

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

Nice To Haves

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

Responsibilities

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.