Job Description

About Hotels at Home

Hotels at Home has over 20 years of experience bringing the luxury hotel experience directly to guests' homes. We partner with the world's leading hotel brands—including Marriott, Hilton, and Accor—as well as celebrity brands like Love01 (John Legend) to deliver premium bedding, linens, and amenities that recreate the comfort and quality of a five-star hotel stay.

As a global e-commerce and logistics company, we manage complex multi-brand operations across the US, Canada, Europe, and Asia, serving millions of customers who want to bring that hotel feeling home. Our entrepreneurial culture combines agility and innovation with sophisticated technology and operations that rival the largest e-commerce companies.

Role Overview

Join our operations team as Operations Manager, working directly with founder and senior leadership to execute day-to-day operational excellence across our global operations. This hands-on role is perfect for someone who wants to make a tangible impact in a scaling global business while working with world-class hotel and celebrity brands.

This hands-on role requires someone who can "roll up their sleeves" to tackle diverse operational challenges, implement process improvements, and serve as a utility player across multiple operational domains. You'll execute day-to-day operational improvements and ensure seamless coordination between customer service, logistics, and fulfillment teams.

We're looking for a highly entrepreneurial operations professional who can be nimble, act as a firefighter during critical issues, and drive continuous process improvement across customer service, logistics, and automation workflows while actively leveraging AI to accelerate operational capabilities.

AI-First Organization

We're a world-class tech team leading the use of AI to build internal tooling and drive operational excellence. We expect our team members to be passionate about AI experimentation, actively using AI tools to innovate in their work and side projects—far beyond simple tasks like generating recipes. You'll collaborate with a technically sophisticated team that embraces AI as a core competitive advantage.

Automation & Engineering Collaboration

We operate a multi-faceted automation stack spanning Monday.com and n8n that we're actively scaling. You'll have the opportunity to contribute meaningfully to the evolution of automation inside the business, enable AI across your role, and provide input into the development of internal tools and resources. You'll collaborate directly with our engineering team and automations team to build out these capabilities.

Goals & Responsibilities

Operational Execution

• Oversee daily operations for customer service and logistics workflows across multiple brands
• Monitor key metrics including fulfillment times, replacement order processing, and customer response times
• Troubleshoot operational issues and implement solutions to prevent recurrence
• Ensure SLAs are met for customer communications, order fulfillment, and issue resolution

Process Implementation & Improvement

• Execute process improvements designed by senior operations leadership
• Document and standardize operational procedures across customer service and logistics functions
• Train team members and external partners on new processes and systems
• Conduct regular operational audits to ensure process compliance and identify optimization opportunities

Automation & Tools Management

• Manage and monitor automation workflows in Monday.com, Zendesk, and other operational platforms
• Troubleshoot automation failures and ensure workflows execute properly
• Identify opportunities for additional automation in high-volume, manual processes
• Coordinate with IT team on system integrations and technical requirements

Vendor & Stakeholder Management

• Manage relationships with carriers and logistics partners
• Coordinate with warehouse teams to resolve fulfillment issues and maintain operational standards
• Communicate operational updates and requirements to brand managers and clients
• Escalate critical operational issues to senior leadership with recommendations

Required Skills & Experience

Core Experience

• 4-6 years in operations, logistics, or customer service management roles
• Proven experience managing complex workflows with multiple stakeholders
• Track record of implementing process improvements with measurable results
• Highly entrepreneurial mindset with ability to work in fast-paced startup environment
• Passion for AI : Actively using AI tools (Claude, ChatGPT, etc.) to improve workflows and experiment with side projects beyond basic use cases
• Team building mindset : Experience or strong interest in building high-performing teams
• Bonus : French and/or Spanish language proficiency for coordinating with global operations teams

Technical & Analytical (Critical)

• Advanced Excel proficiency : Strong command of Excel including pivot tables, formulas, data manipulation, and analysis (non-negotiable)
• Data analysis expertise : Demonstrated ability to analyze complex datasets, identify trends, and translate data into actionable insights
• Strong analytical and problem-solving skills with data-driven decision-making approach
• Proficiency with operational tools (Monday.com, Zendesk, project management software)
• Ability to build reports, dashboards, and analyze operational metrics independently
• Comfort learning new systems and platforms quickly

Soft Skills

• Excellent written and verbal communication skills
• Strong organizational skills and ability to manage multiple priorities
• Collaborative mindset with ability to work effectively across teams
• Proactive problem-solving approach and ownership mentality

Growth & Impact Opportunities

Exceptional performers will have significant opportunities to:

• Take on expanded responsibility in leading operational initiatives across our scaling global business
• Drive meaningful operational change across customer service, logistics, and automation workflows serving world-class brands
• Contribute to rapid AI adoption across operations, experimenting with and implementing AI tools to solve complex operational challenges
• Shape automation evolution by contributing to our Monday.com and n8n automation stack development, collaborating with engineering and automation teams to build internal tools
• Progress to senior leadership roles as we scale our operations capabilities across new brands and geographies
• Build and develop teams by mentoring junior operations staff and fostering operational excellence

Technical Stack

Daily Tools

• Monday.com for workflow automation and task tracking
• n8n for automation workflows and integrations
• Zendesk for customer service ticket management

Analytics & Reporting

• Excel/Google Sheets for operational reporting
• Basic SQL for data queries (preferred but not required)
• Dashboard tools for operational metrics visualization

Location

Level: Mid-level Manager

Location: On-site in Fairfield, NJ

• This role offers hands-on experience managing e-commerce operations for leading hotel brands and celebrity brands with opportunities to drive measurable improvements through process optimization and automation in a highly entrepreneurial environment.

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