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VIGO Industries | New York, NY
Working Hours: Monday—Friday, 9:00 AM—5:00 PM New York time (EST/EDT)
About VIGO Industries
VIGO Industries is a growing premium kitchen and bath brand headquartered in New York City. We design and deliver modern, high-quality products across kitchen and bathroom categories through leading retail and e-commerce channels.
We are looking for an experienced Operations / Project Manager (E-commerce, Logistics) to oversee and improve our fulfillment, logistics, customer and vendor support, and product support operations. This is a hands-on leadership role for someone who can manage teams, solve operational challenges, improve processes, and ensure a high level of service across the customer journey.
Key ResponsibilitiesFulfillment & Logistics
* Oversee day-to-day fulfillment, shipping, returns, warehouse, and logistics operations.
* Manage parcel, LTL, and freight shipping activities and carrier relationships.
* Oversee third-party warehouse performance, including receiving, fulfillment, inventory handling, damages, shortages, and mis-shipments.
* Manage and resolve shipping, warehouse, and carrier escalations.
* Monitor transportation, warehouse, and fulfillment costs and identify opportunities for improvement.
* Ensure orders, replacements, and returns are processed accurately and efficiently.
* Develop, document, and improve fulfillment and logistics processes and SOPs.
Customer & Vendor Support
* Lead the Customer & Vendor Support / Orders team responsible for customer and business-partner inquiries.
* Support vendors, retailers, and business customers with order confirmations, fulfillment, shipping, and general operational questions.
* Monitor service levels and ensure issues are routed to the appropriate internal teams.
* Handle escalated customer and vendor situations requiring management involvement.
* Identify recurring issues and implement solutions to improve service quality and efficiency.
Product Support
* Oversee troubleshooting, installation support, warranty claims, missing or replacement parts, incorrect products, defects, and other post-delivery product concerns.
* Coordinate complex technical issues with Product Specialists and other internal teams.
* Handle management-level customer escalations and policy exceptions.
* Monitor Product Support service levels, quality, and overall team performance.
* Oversee Product Support sales initiatives, including abandoned-checkout outreach and related incentive programs.
Leadership & Operational Improvement
* Lead, coach, and support operational teams and team leads across fulfillment, support, and product support functions.
* Establish clear workflows, responsibilities, escalation procedures, and performance expectations.
* Monitor team performance, workload, productivity, and service levels.
* Develop and maintain SOPs and implement continuous process improvements.
* Identify recurring operational issues and develop solutions that improve efficiency, accuracy, customer experience, and cost control.
* Work cross-functionally with Product, Sales, Accounting, Warehouse, and other departments.
* Serve as the senior escalation point for operational issues requiring management-level decisions.
What We’re Looking For
* 3+ years of experience in operations, fulfillment, logistics, customer operations, or a related field.
* Previous experience managing teams and team leads.
* Strong experience with fulfillment, warehouse operations, shipping, returns, and logistics.
* Experience working with third-party warehouses / 3PLs and shipping carriers.
* Experience developing SOPs, workflows, and operational processes.
* Strong understanding of customer support and post-purchase operations.
* Experience in e-commerce, retail, consumer products, or a similar environment is strongly preferred.
* Comfortable working cross-functionally with multiple departments.
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