Operations Program Manager (Sr)

PuppySpot; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

An established industry player in the puppy adoption market is seeking an Operations Program Manager to enhance customer experience post-purchase. This role involves strategic oversight, KPI management, and process optimization, ensuring operational efficiency and alignment with company goals. The ideal candidate is a proactive problem solver with a strong analytical mindset, capable of driving initiatives and collaborating across functions. Join a fun and dynamic team dedicated to improving the lives of puppies and their families, while enjoying the flexibility of a fully remote work environment.

Benefits

Full medical, vision, and dental insurance

401(k) retirement savings plan with company match

PTO & paid holidays

Flexible spending account (FSA)

Employee discount programs

Financial wellness tools

Growth opportunities

Friends and Family Discount on puppies

Qualifications

• 2-5+ years in operations, consulting, or strategy roles.
• Experience in process optimization and automation.

Responsibilities

• Monitor key operational metrics to provide actionable insights.
• Drive operational strategy and process improvement initiatives.
• Standardize processes for scalability and consistency.

Skills

Problem-solving

Analytical thinking

Communication skills

Process optimization

Project management

Data analysis

Cross-functional collaboration

Education

MBA

Tools

Lean methodologies

Six Sigma

Job description

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Director, People & Recruiting at PuppySpot

Operations Program Manager (Sr)

Company Summary:

PuppySpot is the leading puppy adoption service in America. We combine our passion for puppies with a commitment to excellent service and delivering unconditional love in an empathetic, thoughtful, and expert way. Our team works closely with a national network of carefully vetted breeders to ensure that our customers can find their perfect puppy, and that the puppy arrives at their door ready to love and be loved.

Our culture is fun and focused on constantly improving our ability to serve and support each other, our customers, our breeder partners, and of course, our puppies. While we share a passion, we also embrace differences. In hiring we are an equal opportunity employer that considers all qualified applicants equally, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. Finally, we don’t take our leadership position for granted. We are committed to being the best in the business, at being the perfect puppy people.

*PuppySpot is a fully remote company. We allow employees to work from anywhere nationwide

Overview:

Reporting into the VP of Marketplace Operations, as Operations Program Manager (Sr), you will be responsible for the entire experience post purchase for customers including strategy, KPI management, process optimization and vendor management. You will also be responsible for process improvement and automation within Customer Experience including optimizing processes, project managing, working with product and tech to automate and managing the BPO relationship across all operational business units.

Our ideal candidate is a hands-on problem solver who excels at combining analytical thinking with operational efficiency. This person thrives on taking initiative, diving deep into business challenges, has a background in building or optimizing processes, excels in cross-functional projects and has a proven ability to see projects through to completion with measurable impact.

Responsibilities:

• Monitors and analyzes key operational metrics daily, identifying trends, fluctuations, and root causes to provide actionable insights that inform business decisions
• Oversees and drives operational strategy, ensuring alignment with company objectives and long-term growth plans
• Evaluates internal operations to identify areas for improvement, leading initiatives aimed at enhancing cost-efficiency and process effectiveness through process optimization, process mapping and automation projects, applying methodologies such as Lean or Six Sigma to reduce costs and other operational metrics
• Standardize and document processes to ensure scalability and consistency. Drive adoption of new initiatives through effective communication and training
• Communicates effectively with internal and external stakeholders to ensure alignment with organizational goals and objectives

Requirements:

• 2-5+ years of operations, consulting, or strategy-based roles
• Comfortable in dynamic environments and adaptable to change
• Strong problem-solving skills and ability to anticipate issues
• Ability to influence without authority across multiple stakeholders
• Excellent communication skills, both written and spoken
• Self-driven with initiative to implement solutions
• Analytical mindset with a focus on data-driven decision-making
• Proficiency in data analysis and performance metrics
• Experience implementing repeatable processes and driving automation or standardization
• Flexibility to work weekends and holidays depending on business needs
• Experience working cross functionally with tech teams
• MBA Preferred

Benefits:

• Full medical, vision, and dental insurance
• 401(k) retirement savings plan with company match
• PTO & paid holidays
• Flexible spending account (FSA)
• Network of complimentary employee discount programs
• Financial wellness tools / Education and Health Support
• Growth opportunities
• Friends and Family Discount on any PuppySpot puppy

Seniority level:

Mid-Senior level

Employment type:

Full-time

Job function:

Customer Service and Strategy/Planning

Industries:

Internet Marketplace Platforms