ECOMMERCE OPERATIONS MANAGER

Hello, I’m Sebastiaan Vaz, Founder of My Moissanite. We are a growing team of 5 people and we’re excited to be relocating our headquarters from the Netherlands to Madrid by the end of this year.To help with this exciting transition and to continue scaling the company efficiently, I’m looking for a proactive, sharp, and highly skilled Operations Manager to join the team.You’ll be my right-hand person, driving our business operations with precision and ensuring all our projects and processes run like clockwork.If you’re a driven, detail-oriented, and tech-savvy professional who thrives in managing operations beyond the day-to-day, while consistently pushing for excellence, this may be the perfect opportunity for you.Mission:Your mission as Operations Manager at My Moissanite is to liberate me from all daily operational tasks within the business. You’ll allow me to focus on higher-level visionary and growth tasks, and ensure that both the company and our relocation to Madrid progress smoothly.You’ll need to hit the ground running, taking charge of our operations, managing ongoing projects, and ensuring that every aspect of business — from automations, suppliers, logistics, and product management to our future headquarters setup — runs smoothly and efficiently.What You’ll Do:As Operations Manager, you will own the entire operational lifecycle of My Moissanite, ensuring smooth and efficient business operations across the board. Here are key responsibilities and outcomes you will achieve:1. Lead Core Business OperationsRespond to sales inquiries (via email, phone, live chat, WhatsApp, social media and email) within 1 hour. Apply proper sales techniques in conversations and ensure high customer satisfaction.Ensure all supplier-related operations (such as custom order processing, CAD designs, invoicing, and communications) are managed seamlessly, freeing up the founder from direct involvement. Respond to suppliers within 24 hours and handle financial transactions with meticulous accuracy.Oversee order fulfillment logistics (working with DHL and/or other shipping partners). Once our office is established in Madrid, you will be responsible for ensuring orders are packaged and ready for dispatch daily by 5 pm.Manage customer support operations, ensuring that inquiries through various channels are responded to promptly (within an hour). Your focus on providing an excellent customer experience ensures we maintain an average review rating of 4.7 stars or higher.2. Drive Product Management and Supply Chain ExcellenceProduct Videos & Media: Manage and optimize the creation of product videos and photography, from finding talent (photographers/models) to ensuring media is integrated into our store within one week of receipt.Oversee inventory management: Conduct monthly stock quality checks and order new stock from suppliers as needed to prevent shortages of popular products.Own ongoing and emerging product management tasks, such as incorporating new products into our store using our automation process and improving it as needed.Build and refine processes for Return Merchandise Authorization (RMA) and improve upon existing workflows to reduce friction. Manage all RMA requests (acknowledgment within 24 hours) and actively work to save returns or exchanges whenever possible.3. Systematize & Optimize Business Automations and ProcessesOrganize and implement a strategic overhaul of company automations using make.com or Zapier to streamline all major workflows.Set up our operational base within Notion by creating a complete Business HQ, including a library of SOPs and guidelines.Deploy AI-based automations (using Typing Mind) for internal processes, FAQs, and company-wide SOP management.4. Spearhead Crucial Business ProjectsLead the setup of our Madrid office and manage essential hiring of office staff. Ensure general office management after establishment — from stocking operational items (shipping boxes, operational tools, etc.) to maintaining productive office flow.5. Maintain Ongoing Process ImprovementContinuously monitor all existing operational tasks to identify improvement areas and bring creative solutions and ideas to enhance efficiency. Regularly analyze process bottlenecks and propose optimizations to the founder for implementation.Who You Are:We’re looking for a self-motivated “A player” who is deeply business operations-oriented, but with the strategic acumen to improve every aspect of our workflows. Here are key traits and competencies to thrive in this role:Job-Related Competencies:Bilingual Fluency: Fluent in both English and Spanish; an additional language would be a big plus.Tech-Savvy: You are highly proficient in modern tools (especially automation platforms like make.com, Zapier, Notion, and AI-based solutions). You are fast and efficient at working across multiple platforms simultaneously, using shortcuts and systems to maximize productivity.Organized and Detail-Oriented: Methodical in your planning and execution. You thrive in chaos, but you also know how to bring order to it. Precision and consistent follow-through are natural to you.Accountability and Ownership: You take full ownership of projects, ensuring tasks are completed on time, and go the extra mile to ensure nothing slips through the cracks.Analytical Thinker: Able to structure and process qualitative/quantitative data quickly, providing sharp insights. You have great decision-making strength even in ambiguous situations.Customer-Centric: Always focused on delivering superior experiences, you’re driven to make sure our customer satisfaction rates remain stellar and inquiries are handled promptly.Adaptable & Solution-Oriented: You don’t wait for problems — you anticipate and solve them before they exist. You’re quick to adapt to new challenges without losing focus.Cultural Competencies:Radical Honesty & Integrity: You communicate transparently and trust is your gold standard. You always do the right thing, even if it’s hard.High Standards: You set a high bar for yourself and others, living up to your commitments. Mediocrity is never acceptable.Growth Mindset: Continuous improvement is how you operate — you’re always learning, seeking feedback, and aiming to exceed expectations.No Ego: You check your ego at the door and are prepared to embrace challenges without wavering. Humility is one of your core values.Sense of Humor & Enthusiasm: While you’re serious about delivering results, you don’t take yourself too seriously. You love what you do and aren’t afraid to have fun along the way.What You’ll Get:A dynamic, fast-paced environment with unparalleled career growth opportunities. Advance your career rapidly as the company scales, positioning yourself for significant professional development and upward mobility.An opportunity to directly impact the scaling of a startup, shaping core business operations and seeing your work directly drive the company's success and progress.Freedom to implement your ideas and optimize operations that will shape the future of My Moissanite.A competitive salary between €35,000 and €55,000 per year, depending on your experience and seniority.The chance to become a major contributor in the luxury jewelry business at an exciting growth stage.Direct 1:1 Collaboration with the founder, offering a unique opportunity to rapidly expand your skill set and accelerate your growth as an operational leader.Who Should Apply:This role is ideal for an "operations machine" able to juggle multiple high-priority tasks, drive business improvements fast, and ensure smooth daily operations. If you love implementing productivity systems, optimize processes and put SOPs into place, attacking bottlenecks with innovative solutions, and enjoy working in a dynamic start-up environment, we’d love to hear from you.Best Regards,Sebastiaan VazFounder, My MoissaniteLocation: Madrid, SpainCompensation: €35,000 - €55,000 per year (depending on seniority and experience)Commitment: Full-time, with significant growth opportunitiesContract: This position will start as a freelance, remote role, allowing you to work from home. Once our office is established in Madrid (latest December 2024), the role will transition to a full-time, in-office position.