Operations Manager (NYC)

Reporting Manager: VP of Fulfillment Working Hours: Monday - Fri, 9am - 7pm Location: 100% on site, 5th Avenue, New York, NY

About the Role

We are looking for a highly proactive, operationally sharp, and people-first Operations Manager to lead the day-to-day functioning of our NYC Fulfillment Hub. You will be the backbone of local and North American operations—managing workflow across intake, QC, shipping, and returns—while building relationships with key suppliers, partners, and carriers. This role is central to ensuring daily success across the last mile of our customer experience, bridging on the ground execution with strategic team development, process optimization, and interoffice alignment.

This is an exciting opportunity to line manage a team of ten and drive results in a high-growth environment.

About Us

Nivoda’s growth trajectory has skyrocketed over the past 12 months, and we continue to expand across new regions at an unprecedented pace. Our DNA centers on understanding our customers' needs and offering them a seamless experience. With a growing team based in major cities worldwide, including London, New York, Hong Kong, and Mumbai, Nivoda is becoming the go-to marketplace for the global jewelry industry.

We are bold, innovative, and relentless in our pursuit of excellence as we transform an industry steeped in tradition.

What You'll Do

• Open and manage the NYC office daily by 9:00 AM to receive timely carrier deliveries (FedEx, UPS, Brinks, etc.).

• Ensure daily supplier outreach and confirmation of stone orders, coordinating prompt collection or drop-off.

• Supervise real-time barcode scanning of incoming stones to enable platform accuracy and immediate QC eligibility.

• Oversee unboxing, intake logging, and accurate handoff to Quality Control for daily processing.

• Guarantee that 100% of received stones are QC’d and shipped the same day (where possible) to meet delivery promises.

• Coordinate express stone intake and time-sensitive replenishments into inventory.

• Manage returns network—receiving, sorting, QC’ing, and dispatching goods locally and internationally.

• Maintain optimal supply stock levels (shipping materials, office supplies) to prevent operational interruptions.

• Supervise all outgoing shipment pickups, including carrier scheduling during holiday or weekend shifts.

• Ensure security systems and access codes are active, monitored, and updated per staffing changes.

• Maintain strong local relationships with suppliers, runners, carriers, and other NYC-based partners.

• Review weekly operational metrics by function (intake, QC, shipping, returns, express) and implement improvements.

• Lead team check-ins (weekly, biweekly, or monthly), creating personal development plans and ensuring responsibilities are calendar-blocked and enforced.

• Upload and manage all office-related bills and expenses weekly.

• Partner with other Nivoda hubs for cross-office alignment and contribute insights in weekly business reviews (WBRs). Communicate platform updates, changes in SOPs, or workflow enhancements with transparency and clarity.

• Cultivate a positive team culture rooted in accountability, clarity, and growth.

Basic Qualifications

• 3+ years in operations, fulfillment, or logistics-based office management

• 5+ years experience in managing or leading small teams

• Demonstrated ability to execute and enforce daily operational workflows

• Proficiency in Excel/Sheets, logistics tools, and time-based performance tracking

• Clear, effective communicator and highly organized leader

Preferred Qualifications

• Experience within the diamond, gemstone, or luxury goods industry

• Familiarity with FedEx, UPS, or Brinks label creation and carrier coordination

• Proven ability to build systems for operational improvement and team performance

• Strong local familiarity with Manhattan Diamond District operations

Objectives and Key Results (OKRs)

• 100% of daily orders QC’d and shipped same-day when possible

• 95%+ carrier pickup rate compliance

• 90% completion of team progression plans within 6 months

• 95%+ on-time attendance adherence

• 100% of office expenses uploaded weekly by Monday EOD

• Weekly report submission and continuous WBR participation

What You’ll Get

• Opportunity to shape a high-impact function in a rapidly scaling company

• Flexible work culture with entrepreneurial ownership

• Competitive salary and performance-based bonuses

• Generous paid time off and wellness policies 401(k), health insurance, and benefits package

• Work in a fast-paced, globally connected, innovation-first environment