Retail Operations & Client Care Manager

Location: Miami, FL

Position Overview

The Operations Manager plays a pivotal role in ensuring the smooth and efficient execution of all operational aspects of the RIVA flagship store. This role is responsible for overseeing logistics, inventory management, delivery coordination, and installation crew supervision. The Operations Manager will ensure that every aspect of our service—from warehouse to jobsite—is executed with the highest level of professionalism, reflecting RIVA’s commitment to excellence.

Key Responsibilities

Logistics & Inventory Management

• Manage inventory levels, ensuring all products and samples are adequately stocked for store and client needs.
• Coordinate with suppliers, warehouses, and logistics partners to maintain accurate and timely deliveries.
• Oversee incoming and outgoing shipments, ensuring accuracy and quality control.

Installation Crew Coordination & Training

• Oversee and coordinate installation teams, ensuring they meet RIVA’s high standards of craftsmanship and professionalism.
• Develop and implement a training program for installers, ensuring they are skilled in RIVA’s product specifications and best installation practices.
• Establish and enforce a professional dress code for all installation crews to maintain RIVA’s luxury brand image.
• Conduct periodic quality checks on installation sites to uphold brand standards and customer satisfaction.

Delivery & Jobsite 

• Ensure deliveries are executed seamlessly, providing a premium experience for the end consumer.
• Coordinate with logistics teams to optimize delivery schedules, minimizing disruptions and delays.
• Develop a white-glove delivery experience, ensuring flooring arrives in perfect condition and is properly handled at each stage.
• Handle any operational challenges with professionalism, quickly resolving issues related to delivery, installation, or inventory.

Operational Efficiency & Customer Experience

• Implement processes to optimize store operations, reducing inefficiencies and enhancing the overall client experience.
• Work closely with the sales and customer service teams to ensure all operational aspects align with client expectations.
• Handle any operational challenges with professionalism, quickly resolving issues related to delivery, installation, or inventory.
• Maintain an organized and efficient back-of-house operation, ensuring seamless day-to-day functionality.

Claims Management

• Lead all the claim processes 
• Establish clear communication between Claims Department and Supply Chain to make sure they are aware of manufacturing related issues and influence future developments
• Build reports and recommendations for improvements
• Manage relationships with customers 

Coordination of the Corners process

• Corners opening alignment with sales team
• Coordinate with T28 agencies corners development/renderings
• Coordinate corners materials request in the system