Operations Support Manager

Austin, Texas, United States

About Reflex

Reflex is transforming how over 15 million Americans work in retail. Our platform connects top-tier retail talent—our Reflexers—with leading apparel brands on-demand. We're on a mission to create the best way to work in retail.

About This Role

As the Operations Support Manager, you will own the people and performance of Reflex's real-time support function. You'll directly manage a team of Operations Shift Leads and Operations Support Specialists, ensuring our support operation runs at a high level across every shift, seven days a week. This role will generally work a Tuesday - Saturday schedule, but must have flexibility for shifting your schedule or holidays as needed by the business.

You'll set the tone for how the team operates, coach and develop your direct reports, help to manage our outsource vendor relationships, and partner with operations leadership to build a support function that scales with the business. Your schedule is Tuesday through Saturday, with availability for other days and holidays as business needs require.

What You'll Do

Team Leadership & Development

Directly manage an Operations and Support team, owning performance, growth, and day-to-day engagement across the team

Coach Shift Leads to run effective shifts and grow as leaders in their own right

Set clear expectations, provide regular feedback, and lead performance reviews

Build a team culture that is empathetic, accountable, and resilient under pressure

Vendor & Outsource Management

Own the day-to-day relationship with Reflex's outsource support vendor, ensuring alignment on SLAs, quality standards, and operational expectations

Monitor vendor performance and attend regular business reviews to drive accountability and continuous improvement

Partner with operations leadership on capacity planning, escalation paths, and contract alignment

Operations & Quality

Ensure consistent coverage and quality across all support channels (text, email, phone) across all shifts

Monitor KPIs and operational metrics, identify trends, and drive improvements

Own and evolve playbooks, escalation protocols, and onboarding materials for the support team

Serve as the escalation point for complex or high-priority issues that require management involvement

Cross-Functional Partnership

Partner with Growth, Product, and Retail Success teams to surface support trends and resolve systemic issues

Represent the support function in cross-functional planning and ensure the team has what it needs to execute

Who You Are

2 - 4 years of experience managing people in a support, operations, or customer service environment

Experience managing an outsource or BPO vendor relationship is a plus

Strong operational instincts - you can read a metric, identify a problem, and drive a fix

A genuine coaching mindset: you invest in your reports and take their development seriously

Excellent communication skills and comfort working across teams and levels of seniority

Experience in a fast-moving startup or marketplace environment is a plus

Familiarity with the administrative and configuration components of support tooling (Front, Aircall, or comparable) is a plus

Availability to work a Tuesday - Saturday schedule, with flexibility for shifting your schedule or holidays as needed by the business

What We're Offering

Equity grant as one of the first ~30 employees at a fast-growing, venture-backed company

Competitive salary and full health, vision, and dental benefits

Flexible vacation policy

Hybrid team based in downtown Austin

Our customers and users come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds. If you share our values and our enthusiasm to improve retail, you'll find a home here at Reflex. Reflex is proud to value diversity at our company. All qualified applicants will receive consideration for employment.