Live Operations Manager
Confirmed on the employer's own hiring board on Oct 29, 2026. First seen by Alion on Sep 21, 2026.
The Role
We are looking for a Live Operations Manager to own and lead the day-to-day live operations across the SYW operations. This is a critical, high-ownership role at the heart of our operational team with a core focus on client satisfaction and success: you will monitor order flows, manage SLAs end-to-end, and act as the central point of coordination across customers, service partners, brand teams, logistics providers, and internal teams to ensure every order is completed on time and every issue is resolved fast.
You will line-manage our Customer Support Agent and will be responsible for growing and structuring the live operations team as SYW scales to support more brands.
Key Responsibilities
SLA Monitoring & Escalation
- Own real-time visibility of all live orders across the platform - repair, warranty, alterations, and related flows
- Track SLA performance at order and partner level; proactively flag delays and blockers before they breach targets
- Identify and implement tools to view real life order-specific timelines
- Follow up with service partners, logistics providers, and internal teams to unblock orders and drive completion
- Escalate to internal and external stakeholders where required, maintaining a professional and solutions-oriented approach
Logistics Monitoring
- Monitor shipment tracking across carrier partners operating in active markets
- Identify and resolve delivery delays, lost shipments, and logistics anomalies
- Maintain carrier SLA visibility and flag performance trends to the Operations lead
Customer & Stakeholder Enquiries
- Manage inbound enquiries from end customers, brand teams, and service partners, triaging by urgency and routing appropriately
- Handle escalated cases personally, ensuring timely and high-quality resolution
- Line-manage and develop the Customer Support Agent, providing day-to-day guidance, workload oversight, and coaching
Operational Excellence & Reporting
- Maintain accurate operational records - orders, escalations, resolutions, SLA outcomes
- Surface patterns and recurring issues; contribute to SOP development and continuous improvement
- Report on daily and weekly operational KPIs to the SVP Operations & Product
- Support the build-out of live operations processes as SYW scales to a higher volume of brand clients
What We Are Looking For
- 4-7 years experience in client success, operations or customer operations role - ideally within a tech platform or SaaS environment
- Demonstrated experience managing SLAs in a multi-stakeholder environment, with a strong bias for proactive follow-through
- Experience managing or mentoring junior team members
- Excellent written and verbal communication skills - comfortable coordinating across internal teams and external partners
- Structured, detail-oriented working style with the ability to manage multiple live priorities simultaneously
- Data-literate: able to use dashboards and operational tooling to monitor performance and surface insights
- Fluent in English, French and Arabic, and any additional language is a strong plus given our partner network
What We Offer
- Strong ownership with international operational experience
- The opportunity to build and shape the live operations function as SYW scales
- A collaborative, mission-driven team working at the intersection of brands, technology, and sustainability