Associate, Operations & Logistics

Maiden Home is growing a team of forward-thinking individuals who possess unique strengths and perspectives, an innate ability to inspire their colleagues, and an eagerness to reimagine the world of luxury furnishings.

As we continue to grow, we’re seeking a career oriented and ambitious Associate of Operations & Logistics to support our production and logistics teams — helping ensure our clients receive high quality products with a best-in-class delivery experience. This role will play a pivotal role in supporting the operational backbone of our business. As an Associate, you will have the opportunity to work on the Operations and Logistics side of our teams, based on priority and business needs. This person will manage critical order flows, coordinate between internal teams and external partners, and ensure that every step of the customer experience reflects our brand’s commitment to excellence.

This is a unique opportunity to join a brand that is primed for its next stage of growth–with a proven competitive advantage in its ability to attract, motivate and retain top talent across a range of disciplines. At Maiden Home, you’ll find a workspace that encourages innovation, creative expression, and teamwork, and your experience will be shaped by your performance, contributions, and drive. 

This role is located at our New York headquarters, located in the TriBeCa design district. 
 

Operations

• Manufacturing Network performance: Execute on initiatives to achieve Maiden Home’s quality standards, operating targets and financial objectives, including:
  • Tracking and reporting on partner adherence to operating KPIs and SLAs - identifying root cause of issues and proactively flagging issues to Manager
  • Owning account manager relationships to resolve day-to-day order issues 
• Customer experience: Drive day-to-day conversations with external partners on order status, and ensuring adherence to operating target and SLAs
  • Drive internal collaboration across operations and client-facing teams to ensure that customers have accurate and up-to-date information about their orders
  • Own relationships with swatch production and fulfillment partners, ensuring timely and accurate fulfillment of orders.
• Own special projects from Operations - e.g., photoshoot orders, flagship installs, panels, swatch packaging - with support of cross-functional teams, which may include:
  • Project plan design + timeline management
  • Dashboarding
  • Set up and leading meetings throughout the project
  • Executive level readouts that includes business impact and learnings
  • If applicable, playbooking the process

Logistics

• Own resolutions of day to day customer escalations with delivery partners, driving to fast, consistent, high quality outcomes, at minimal cost to Maiden Home, including:
  • Prioritize and triage problems on the spot, shifting to focus on the areas that will provide the highest value. 
  • Build collaborative relationships with Jr. and Mid level team members at our delivery partners, influencing them to help us resolve issues in a fast and cost effective manner
  • Share feedback on common issues with internal and external partners, recommending solutions to those issues, and working cross-functionally to implement them.
• Coordinate the final mile delivery experience, including both internal PCs (showroom, photoshoots, and product development), and optimize both the economics and customer experience:
  • Own SOPs for delivery, regularly syncing with customer care and sales to ensure we are delivering a true luxury experience, track and score past deliveries to ensure compliance
  • Manage all internal PCs, making the process as seamless for internal stakeholders as possible
• Coordinate and execute Maiden Home’s reverse logistics and consignment program.
  • Own consignment metrics and report out on program success and areas for improvement
  • Work to identify and pilot with new, high potential consignment partners

Qualifications

• 2+ years of relevant experience working in operations, logistics, or customer fulfillment—ideally within a dynamic and entrepreneurial environment. 
• Ability to prioritize intentionally and manage multiple initiatives at once without sacrificing quality.
• Systems and process oriented with a knack for data-driven decision making
• Highly collaborative with an ability to build strong internal and external working relationships.
• Passion for design, craftsmanship, and delivering an exceptional customer experience.
• Career oriented with a desire to rise at a growing business over time.