Operations Manager, Frenchs Forest, Sydney

**About Us** At BikesOnline, our mission and purpose of "Ride More, For Less" stems from our belief in the transformative potential of cycling to enhance both lives and the environment. We love to break through old norms, to get bikes and products to our customers quickly and to have a laugh while we do it. While Australian founded in 2011, we’re global in our approach and presence and have fostered a culture where everyone can make a difference. We have a genuine focus on nurturing our team with perks like flexible work arrangements, generous staff discounts, a commitment to ongoing learning and internal career progression across our international footprint. While we have over 80 staff located across Australia, Asia, United States and Europe. This role is based in our headquarters in Frenchs Forest, Sydney. Our team here works from Monday to Friday so that we can ride bikes on the weekend **What You'll Do** As the Bikes Online Operations Manager for Australia you will be responsible for overseeing and coordinating various aspects of the company's operations to ensure smooth and efficient functioning, including logistics, warranty, customer service, sales and 3PL management. This multifaceted role requires strong leadership, problem-solving skills, and the ability to manage multiple teams and processes effectively. The key responsibilities and requirements for this position include: Logistics - Manage relationships with third-party logistics (3PL) providers, ensuring that they meet service level agreements and quality standards. - Optimize inventory management processes to ensure efficient stock levels and minimize warehousing costs. - Monitor 3PL warehouse operations, including receiving, storage, and order fulfillment, to maintain high levels of accuracy and efficiency. - Researching ideal shipping techniques, routing and carriers; negotiating contracts and rates as required - Working with other departments to incorporate logistics with company procedures and operations - Evaluating budgets and expenditures - Updating and evaluating metrics to assess performance and implement enhancements - Ensuring all operations adhere to laws, guidelines and ISO operations - Prepare documentation and inventory for audits and reports - Liaise with the customer service, sales and warranty teams to support customer satisfaction goals Sales Management: - Review and implement sales strategies to achieve revenue targets and company objectives. - Collaborate with the sales team to identify new business opportunities, markets, and potential customers. - Analyze sales data and performance metrics to make data-driven decisions and improve sales performance. - Ensure the sales process is streamlined and adheres to the company's standards and policies. Warranty Management: - Oversee the warranty process, ensuring that warranty claims are handled efficiently and in a customer-centric manner. - Collaborate with product development and quality assurance teams to identify and address recurring product issues. - Implement improvements to enhance the warranty management process and reduce overall warranty costs. - Utilise and wear safety equipment as required - Ensure workspace is free of debris and remove safety hazards Customer Service: - Develop and maintain exceptional customer service standards and procedures. - Handle escalated customer inquiries and complaints, ensuring prompt resolution and customer satisfaction. - Implement customer feedback mechanisms to continuously improve service levels. - Train and support customer service representatives to provide excellent service to customers. Leadership: - Lead and coach a team, providing regular feedback and performance evaluations to team members, setting clear goals and objectives to drive performance and professional development. - Identify areas for process improvement and implement efficiency measures to optimise workflows and productivity, encouraging a culture of continuous improvement and innovation within the team. - Prepare and manage budgets ensuring financial resources are allocated efficiently and in line with organisational objectives. - Monitor budget variances and implement cost-saving measures where applicable. - Demonstrate sound judgement in complex situations, balancing risks and benefits. - Foster open communication and collaboration within the team and across departments to ensure the seamless flow of information and ideas. - Guide the team through periods of change, providing support and clarity to navigate transitions effectively. **What We Believe In** Our company values are integral to our culture and success. We expect that you embrace our core values, with behaviours and actions that: - Delight the Customer - Focus on the Process - Take Responsibility - Learn Grow and Develop - One Team Together We are passionate cyclists who love inspiring others to ride more. We design our products, provide expert advice and support initiatives to enc