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
Requirements
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
Benefits
Health insuranceDental insuranceVision insurancePaid time offFlexible scheduleEquity / stock options
Additional Information
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.
Reflex · Austin, TX