Operations Manager

About Hotels at Home

Hotels at Home has over 20 years of experience bringing the luxury hotel experience directly to guests' homes. We partner with the world's leading hotel brands—including Marriott, Hilton, and Accor—as well as celebrity brands like Love01 (John Legend) to deliver premium bedding, linens, and amenities that recreate the comfort and quality of a five-star hotel stay.

As a global e-commerce and logistics company, we manage complex multi-brand operations across the US, Canada, Europe, and Asia, serving millions of customers who want to bring that hotel feeling home. Our entrepreneurial culture combines agility and innovation with sophisticated technology and operations that rival the largest e-commerce companies.

Role Overview

Join our operations team as Operations Manager, working directly with founder and senior leadership to execute day-to-day operational excellence across our global operations. This hands-on role is perfect for someone who wants to make a tangible impact in a scaling global business while working with world-class hotel and celebrity brands.

This hands-on role requires someone who can "roll up their sleeves" to tackle diverse operational challenges, implement process improvements, and serve as a utility player across multiple operational domains. You'll execute day-to-day operational improvements and ensure seamless coordination between customer service, logistics, and fulfillment teams.

We're looking for a highly entrepreneurial operations professional who can be nimble, act as a firefighter during critical issues, and drive continuous process improvement across customer service, logistics, and automation workflows while actively leveraging AI to accelerate operational capabilities.

AI-First Organization

We're a world-class tech team leading the use of AI to build internal tooling and drive operational excellence. We expect our team members to be passionate about AI experimentation, actively using AI tools to innovate in their work and side projects—far beyond simple tasks like generating recipes. You'll collaborate with a technically sophisticated team that embraces AI as a core competitive advantage.

Automation & Engineering Collaboration

We operate a multi-faceted automation stack spanning Monday.com and n8n that we're actively scaling. You'll have the opportunity to contribute meaningfully to the evolution of automation inside the business, enable AI across your role, and provide input into the development of internal tools and resources. You'll collaborate directly with our engineering team and automations team to build out these capabilities.

Goals & Responsibilities

Operational Execution

• Oversee daily operations for customer service and logistics workflows across multiple brands
• Monitor key metrics including fulfillment times, replacement order processing, and customer response times
• Troubleshoot operational issues and implement solutions to prevent recurrence
• Ensure SLAs are met for customer communications, order fulfillment, and issue resolution

Process Implementation & Improvement

Automation & Tools Management

Vendor & Stakeholder Management

Required Skills & Experience

Core Experience

Actively using AI tools (Claude, ChatGPT, etc.) to improve workflows and experiment with side projects beyond basic use cases

Experience or strong interest in building high-performing teams

French and / or Spanish language proficiency for coordinating with global operations teams

Technical & Analytical (Critical)

Strong command of Excel including pivot tables, formulas, data manipulation, and analysis (non-negotiable)

Demonstrated ability to analyze complex datasets, identify trends, and translate data into actionable insights

Soft Skills

Growth & Impact Opportunities

Exceptional performers will have significant opportunities to :

Technical Stack

Daily Tools

Analytics & Reporting

Location

Level : Mid-level Manager

Location : On-site in Fairfield, NJ