Senior Operations Manager – Home Delivery

Swooped; United States; Remote; USD 100,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Home office setup support

Job summary

Swooped is seeking a Senior Operations Manager – Home Delivery for a full-time, fully remote role based in the United States. You will own vendor performance, drive operational improvements, and scale delivery operations.

In this role, you will analyze large datasets with SQL and BI tools, collaborate with product and engineering, and establish SOPs, KPIs, and governance to ensure consistent, auditable vendor operations at scale.

Qualifications

• 5 to 8 years of experience in operations, program management, marketplace or ecommerce operations, or supply chain.
• Demonstrated record of thorough follow-through, cross-organizational problem resolution, proactive escalation, and independent delivery.
• Strong analytical skills, including proficiency in SQL (or demonstrated equivalent), advanced spreadsheet capabilities, and the ability to derive defensible conclusions from complex datasets.
• Exceptional attention to detail in identifying data discrepancies, reporting gaps, and underlying service-level agreement misses.
• Experience managing vendor or partner relationships end to end as the primary point of contact, balancing relationship management with direct, constructive accountability.
• Excellent written communication skills and the ability to collaborate effectively with product and engineering teams.
• Demonstrated ability to be self-directed and organized in a fully remote work environment.
• Authorization to work in the United States without visa sponsorship, as visa sponsorship is not available.

Responsibilities

• Own vendor performance management by running weekly performance cadences across fulfillment vendors, conducting scorecard reviews, establishing corrective action plans, and holding partners accountable to service-level agreements.
• Serve as the primary relationship owner for an assigned portfolio of fulfillment vendors, leading recurring meetings and business reviews while maintaining strong partner alignment through operational cycles.
• Analyze large datasets using SQL, spreadsheets, and business intelligence tools to diagnose root causes, quantify operational impact, and build data-backed cases for process and integration enhancements.
• Collaborate cross-functionally with product and engineering teams to translate recurring operational failure modes into integration and fulfillment improvements, defining clear requirements and driving prioritization through implementation.
• Take run-state ownership of newly launched programs by establishing standard operating procedures, managing key performance indicators, and making operational decisions to maintain program health at scale.
• Author and maintain standard operating procedures, escalation workflows, and process documentation to ensure vendor operations remain consistent, auditable, and scalable.

Skills

Vendor management

SQL

Spreadsheets

Data analysis

Cross-functional teamwork

Remote work readiness

Tools

Hex

Looker

Tableau

Job description

The hiring organization is seeking a Senior Operations Manager – Home Delivery for a full-time, fully remote role based in the United States. This role oversees fulfillment vendor performance, drives operational improvements, and supports the scale of delivery operations.

Key Responsibilities

• Own vendor performance management by running weekly performance cadences across fulfillment vendors, conducting scorecard reviews, establishing corrective action plans, and holding partners accountable to service-level agreements.
• Serve as the primary relationship owner for an assigned portfolio of fulfillment vendors, leading recurring meetings and business reviews while maintaining strong partner alignment through operational cycles.
• Analyze large datasets using SQL, spreadsheets, and business intelligence tools to diagnose root causes, quantify operational impact, and build data-backed cases for process and integration enhancements.
• Collaborate cross-functionally with product and engineering teams to translate recurring operational failure modes into integration and fulfillment improvements, defining clear requirements and driving prioritization through implementation.
• Take run-state ownership of newly launched programs by establishing standard operating procedures, managing key performance indicators, and making operational decisions to maintain program health at scale.
• Author and maintain standard operating procedures, escalation workflows, and process documentation to ensure vendor operations remain consistent, auditable, and scalable.

Required Qualifications

• 5 to 8 years of experience in operations, program management, marketplace or ecommerce operations, or supply chain.
• Demonstrated record of thorough follow-through, cross-organizational problem resolution, proactive escalation, and independent delivery.
• Strong analytical skills, including proficiency in SQL (or demonstrated equivalent), advanced spreadsheet capabilities, and the ability to derive defensible conclusions from complex datasets.
• Exceptional attention to detail in identifying data discrepancies, reporting gaps, and underlying service-level agreement misses.
• Experience managing vendor or partner relationships end to end as the primary point of contact, balancing relationship management with direct, constructive accountability.
• Excellent written communication skills and the ability to collaborate effectively with product and engineering teams.
• Demonstrated ability to be self-directed and organized in a fully remote work environment.
• Authorization to work in the United States without visa sponsorship, as visa sponsorship is not available.

Preferred Qualifications

• Experience in roles directly accountable for external partner performance.
• Experience in ecommerce fulfillment, third-party logistics (3PL), pharmacy, or distribution operations.
• Familiarity with business intelligence and analytics tools (such as Hex, Looker, or Tableau) and experience building or maintaining operational dashboards.
• Professional background in animal health, healthcare, or another regulated fulfillment category.

Compensation and Benefits

• National Base Salary Range: $100,000 to $150,000 per year, plus bonus and equity.
• Colorado Base Salary Range: $115,000 to $140,000 per year, plus bonus and equity.
• Actual base compensation may vary based on skills, qualifications, and experience.
• Benefits package includes health, dental, and vision insurance, a 401(k) retirement plan with an automatic contribution, paid time off, and home office setup support.

Additional Information

• Employment Type: Full time
• Work Location: 100% remote within the United States
• Employment is contingent upon the successful completion of a background check.
• The organization is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status. Reasonable accommodations are available upon request for candidates participating in any part of the selection process.