Operations Manager

Reports to: Founder & CEO

Location: NYC (On-site)

About the Role

Sienna Charles is a premier ultra-high-net-worth (UHNW) lifestyle and travel firm. We are seeking a high-caliber Operations Manager to serve as the strategic and operational "Integrator" to our Founder & CEO.

In this role, you are the bridge between vision and reality. You will translate the CEO’s high-level ideas into actionable systems, oversee cross-functional leadership, and ensure the company scales with precision. This is not just a coordination role; it is a leadership position requiring a rare blend of tech-savviness, emotional intelligence, and a relentless drive for operational excellence.

Key Responsibilities

1. Operational Excellence 

• Process Management and Automation: Identify bottlenecks and optimize workflows. You will lead the charge on requests to the tech team to improve dashboards and CRM functionality.
• Technology Oversight: Manage the end-to-end lifecycle of internal tools, including mobile apps, cloud infrastructure, and data visualization.
• Data-Driven Leadership: Maintain and evolve company dashboards to provide the CEO with real-time visibility into KPIs and business health.

2. Strategic Execution & Integration

• The "Integrator": Filter the CEO’s vision into structured initiatives with defined timelines, outcomes, and accountability.
• Project Management: Shield the CEO from "operational noise" by managing day-to-day execution across Client Services, Marketing, Sales, and Tech.
• Meeting Rhythms: Own the leadership calendar—set agendas, facilitate high-impact meetings, and ensure all follow-ups are executed.

3. Team Management & Accountability

• Performance Culture: Set clear goals for department heads and hold them accountable through consistent feedback and performance reviews.
• Talent Development: Oversee the hiring, onboarding, and training of management-level staff to ensure the team meets UHNW service standards.
• Escalation Point: Act as the primary problem-solver for the team, resolving internal conflicts and operational hurdles before they reach the CEO.

The Ideal Persona

• The Perfectionist: You are obsessed with detail and possess a "nothing slips through the cracks" mentality.
• The Tech-Whiz: You speak the language of developers and understand how CRM and automation drive a modern luxury business.
• The Calm Authority: You lead with high EQ, navigating competing priorities with a sense of urgency and a steady hand.
• The Discreet Partner: You understand the nuances of the luxury industry and maintain absolute confidentiality.

Requirements

• Experience: 5+ years in Operations, Chief of Staff, or Upper Management in a fast-paced or startup environment.
• Scale: Proven experience managing teams of 5+ people.
• Tech Stack: Demonstrated success managing the development/implementation of CRMs, dashboards, and cloud-based infrastructures.
• Communication: Exceptional written and verbal skills; ability to translate complex data into simple, visual strategic insights.
• Background: Experience in a service-based industry or SaaS sompany is highly preferred.

What Success Looks Like

• CEO Freedom: The CEO’s time is fully protected, allowing her to focus exclusively on brand, vision, and high-level client relationships.
• Seamless Execution: Projects move from concept to completion without bottlenecks.
• Transparency: Weekly executive summaries provide total clarity on company health.
• Culture of Ownership: Department heads are empowered, aligned, and consistently hitting their KPIs.