Tel Aviv, Israel
Operations

Operations Control Center Manager

About the position

Fabric is a retail technology company that’s blasting the e-commerce world into the future by combining cloud-scale software with robotics. 

We’re bringing brands and online shoppers closer together through a new urban infrastructure, enabling retailers to meet even one-hour delivery standards and provide a top-notch customer experience. It’s where the most advanced software algorithms meet cutting-edge robotics to make magic happen.

With offices in New York City, Atlanta, and Tel Aviv and micro-fulfillment centers around the world, our global team is expanding at lightning speed. Backed by top VCs, we’ve raised over $138 million to date since our founding in 2015.

We’re a fast-growing, ultra-collaborative company where hard work is noticed - and rewarded. And because we care about the humans and robots that work for us, we offer generous perks and ample opportunities to advance. 

Job Overview

This is a dynamic role that will be responsible for leading the day to day service support operations out of Fabric’s IL Operations Control Center, the hub of the company’s fulfillment center and customer service operations support network. As the Manager, you will be responsible for developing the strategy for, and building teams, processes, and tools that will provide live operations support to our Micro Fulfillment Centers as well as customer service support to our retail IL partners. 

Responsibilities 

  • Build and lead a team of the IL Operations Control Center live ops and customer support team members.
  • Provide hands-on technical operations support related to the overall performance of our IL MFC network (e.g., work schedule optimization, issue resolution).
  • Perform escalation support and act as the point of contact for our retail partner as well as internal departments.
  • Ensure continuous improvement of OCC tasks, including but not limited to reporting, monitoring, optimization initiatives, and routine administration tasks.
  • Implement processes for monitoring/ alerting, preventative maintenance, and change management.
  • Develop and lead Fabric IL’s customer service operations representative that manages customer escalations and issues from receipt through resolution.
  • Define, procure, and implement technology solutions to drive efficiency and exceptional performance across our operations and customer support functions.


Requirements
  • 5+ years of operational management experience including managing teams
  • Proven track record of successfully building and scaling teams from scratch in an ambiguous environment
  • Prior experience in working in a Network Operations Center, or similar global support centers (preferably 24/7)
  • Proven effective leadership and communication skills
  • Strong strategic, analytical and statistical analysis background (consulting / operations or related experience a plus) with the ability to take complex information and create a compelling and understandable narrative
  • Customer Obsession and Zero-Defects aspiration
  • Exceptional Powerpoint skills, proficient in Excel, SQL a plus
  • Self-starter and fast learner 
  • Team player
  • Open-minded and flexible