Senior Manager, Inbound Operations

About The Role

What You Get To Do Everyday

• Senior Authentication Manager will be responsible for understanding inbound consignment product flow; Focusing all department decision making and operating procedures around consignor experience

• Partner with Receiving and Photo teams for all product channels to communicate consignment opportunities, rejection rate issues and items exceptions to ensure all inbound items complete the inbound process in a timely manner

• Strong presence on the Authentication floor to assist with product distribution, answering questions about consignments and advising the team on processing large consignments.

• Handling brand & authentication standards questions, giving on the spot feedback about challenging consignments

• Look for ways to improve and promote quality; demonstrates accuracy and thoroughness

• Oversee a team of about 100 employees to ensure all inbound product service level agreements and key performance indicators are met. 

• Responsible for all hiring which includes conducting interviews, schedule assessments and presenting offer letters

• Understand headcount needs based on unit projections and being proactive about hiring for future vacancies

• Responsible for creating and maintaining a positive work environment that contributes to a reduction in turnover

• Constantly providing professional development for employees with a strong focus on those in leadership roles including senior authenticators, leads and assistant managers

• Monitor employee performance at levels with a strong focus on leadership and elevated roles; providing coachings and trainings where needed

• Responsible for calculating variable incentive plan and daily productivity totals

• Responsible for creating tracking tools that help employees with performance visibility.

• Utilize reporting platforms to manage individual production, team performance and reconcile exceptions issues

• Pull reports to track and manage productivity metrics for each inbound product channel

• Manage authentications standards and ensure compliance with authenticity, quality and brand standards

• Act as the key point of contact for the sales and merchandising teams

• Work closely with other department managers to ensure all inbound groups have the assistance they need to process consignments

• Attend all required cross-departmental meetings and present relevant information to the team

• Continuously communicate with the operations and merchandising department to ensure brand compliance is being communicated and merchandise acceptance is consistent with business needs

• Responsible for conducting team touch bases, quarterly goal settings and performance reviews

What You Bring To The Role

• 5+ years of experience managing a large team of diverse employees, preferably a non-exempt workforce. Experience in workforce planning and scheduling is required

• 10+ years of work experience preferably within a fashion, retail, e-commerce organization and/or an operationally intensive business.Strong verbal and written communication is required. Candidate must feel comfortable speaking and presenting in large groups on a regular basis

• Strong interpersonal skills and the ability to interact effectively with diverse personalities in a matrix organization

• Knowledge of luxury fashion, top designers, current styles, fabrics, silhouettes, garment construction is highly preferred

• Understanding of operational processes and feels comfortable working in a production environment

• Roll up the sleeves, action oriented mindset to have an impact in a fast-paced, rapidly changing and explosive growth environment

• Willingness to continuously develop, understand industry best practices and desire to stay ahead of the curve

• Advance knowledge of excel and google sheets; comfortable building reports and tracking data

• Strong leadership ability with a focus on development of talent, creating new roles and ability to drive numbers in a  production based environment

• Comfortable with multitasking and making in the moment decision based on business needs

• Adapts to changes in the work environment, manages competing demands and changes approach or method to best fit the situation

Compensation, Benefits, + Perks

• $50 in monthly food credits to apply to snacks and meals that are available for purchase on site

• Employee Stock Purchase Plan

• 401K with Company Match

• Medical, Dental & Vision Insurance

• Paid Parental Leave

• 9 Paid Company Holidays

• Flexible Time Off (With Manager Approval)

• State of the art, climate-controlled warehouse facility

• Find out more about our Benefits here.

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 37 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art, and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service.