OperationsSupportManager

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. What You'll Do Team Leadership & Development 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 al