Operations Manager

About Hello Gravel

Hello Gravel is an expanding startup simplifying the process of acquiring construction materials such as gravel, rock, sand, and dirt. We operate in a traditionally complex industry but strive to deliver a customer and supplier experience that is straightforward and enjoyable. Our fast-paced team tackles real challenges daily as we build the necessary structure to scale and become a leading company.

Role Overview

We are seeking a hands-on Operations Manager based in New Orleans to lead and support the customer service and fulfillment/sourcing teams. This hybrid role requires regular presence in our local office and partnership with the Director of Operations. You will oversee an international team with six managers and about fifty distributed staff.

Key Responsibilities

• Lead, coach, and mentor six internationally distributed managers.
• Establish clear priorities, accountability, and strong connections across teams working in multiple countries and time zones.
• Conduct weekly one-on-one meetings and operational reviews to ensure alignment.
• Assist managers with performance management, recognition, recruitment, onboarding, and training efforts.
• Manage daily staffing, shift coverage, prioritization, and handle routine operational escalations.
• Oversee the escalation procedures for personnel, customer, supplier, and operational issues.
• Support managers in resolving team concerns swiftly and fairly; escalate significant employee matters to the Director of Operations as needed.
• Intervene in customer escalations to guarantee prompt, appropriate responses and excellent customer service.
• Analyze escalation trends and implement improved processes, training, or system enhancements to prevent recurrence.
• Maintain operational documentation such as scorecards, manager notes, playbooks, and coaching assignments.
• Identify root causes of recurring issues and develop practical solutions.
• Coordinate vendor follow-ups and operational projects.
• Collaborate with the Director of Operations on reporting, system improvements, and strategic priorities.
• Provide clear weekly updates on achievements, risks, decisions required, and upcoming actions.

Candidate Profile

• Experienced leader in managing and developing international, remote teams across multiple countries and time zones is highly preferred.
• Skilled at fostering accountability, connection, and transparent communication within distributed teams.
• Background in customer service, fulfillment, logistics, marketplace operations, or other fast-paced service industries.
• Strong verbal and written communication abilities paired with a natural coaching approach.
• Adept at using scorecards, routines, and processes to boost team performance.
• Capable of introducing necessary structure without excessive bureaucracy.
• Demonstrates strong follow-through, sound judgment, and a proactive ownership mentality.
• Comfortable working with technology and eager to adopt AI tools to enhance communication, documentation, reporting, and problem-solving.
• Curious, adaptable, and motivated to learn new tools that improve operational efficiency.
• Must reside in the New Orleans area and be able to work regularly from our office.

Success Criteria

Within the first 90 days, you will establish strong relationships with managers, create a reliable management cadence, enhance the utility of scorecards and coaching practices, resolve key employee and customer issues, mitigate ongoing challenges, and provide clearer visibility on priorities. Your efforts will help build an operation that feels well-supported, accountable, and prepared for future growth.

Opportunity Highlights

This position offers the chance to shape and develop our operational framework rather than managing an already perfected system. You will gain substantial ownership, influence, and growth opportunities within a rapidly growing company that values new ideas and momentum. Join us if you want to lead talented teams, solve meaningful problems, and contribute to building a long-term successful company.