We’re looking for an experienced and people-focused COP Team Manager to lead our Customer Order Processing team. This is a high-impact role where you’ll set the order-processing strategy, drive operational improvements, and build an engaged, high-performing team that supports our company goals and core values.
What You’ll Do
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Lead and coordinate the day-to-day activities of the COP Team.
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Manage administrative aspects: WebHR, monthly hours and points approval, scheduling (including vacation time) to ensure a healthy work-life balance for the team.
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Conduct performance evaluations and development reviews, including self-appraisals, seasonal evaluations, and regular one-on-ones.
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Identify team strengths and gaps, create improvement plans, and provide consistent feedback to cultivate a well-rounded, motivated, and productive team.
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Develop and maintain a COP Team development plan aligned with CX and company goals.
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Improve processes, create better operational models, automate workflows, and enhance partnerships with suppliers.
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Drive initiatives to strengthen team culture, engagement, and alignment with company core values.
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Identify underperforming processes and implement new operational modes for better results.
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Ensure all tools and programs are available and in good condition for smooth operations and customer satisfaction.
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Prepare the team for holiday season surges (algorithm adjustments, updates, meetings, etc.).
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Cooperate with partner- and customer-facing teams to ensure alignment, cross-team education, and collaboration.
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Participate in hiring, onboarding, and training of new team members in collaboration with HR.
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Oversee staffing needs, including seasonal adjustments.
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Promote healthy, productive, and supportive relationships within the COP team and with partners, suppliers, and florists.
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Act as a leader, mentor, and coach—motivating, guiding, and inspiring team members to reach their potential.
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Oversee and curate project work within the Core COP Team and lead your own high-impact projects.
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Occasionally work COP Shift Leader shifts during low season and full-time in December as needed.
What We’re Looking For (Essential)
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Fluent English with excellent written and verbal communication skills.
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Ability to build warm interpersonal connections with colleagues, partners, and suppliers.
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Minimum 2 years’ experience in outsourcing and/or direct work with suppliers.
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Strong writing, analytical, and problem-solving skills.
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Natural ability to help people solve job-related matters and provide personal support.
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Technical proficiency with Gmail, Google Drive, Excel, Word, and project management software (Asana).
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Goal-oriented mindset, strong sense of ownership, multitasking, and delegation skills.
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Self-organized, able to work without micromanagement, and comfortable in a fast-paced environment.
Nice to Have (Preferred)
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Additional languages relevant to our team (e.g., Russian, Spanish).
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Procurement, supply chain, or technically relevant work experience.
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Experience managing team operations.
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Flexibility working across diverse time zones.
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Oral presentation skills.
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Familiarity with other useful software (Airtable, HubSpot, Mural, Canvas, etc.).
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Ability to stay calm and focused under pressure.
Why You’ll Love Working With Us
You’ll be joining a company that values continuous improvement, effective communication, and a healthy, supportive team culture. In this role, you’ll have the opportunity to shape processes, lead talented people, and make a measurable impact on both the team and our customers.