Customer Experience
Operations Manager Resume Example
Operations leader at a high-growth retailer — multi-site management, process excellence, and team leadership.
Legend Analysis
Entry Level92
ATS Score
88
Recruiter
90
Legend Score
Industry Rating: ★★★★☆
Why this resume works
Calls out CSAT, ticket volume, and resolution time — the three numbers every support hiring manager reads first.
- CSAT % consistently above target.
- Volume per agent.
- First-contact resolution rate.
ATS keywords detected
CSATZendeskSLASalesforce Service CloudDe-escalation
Skills strategy: Tools and KPIs grouped separately — recruiters filter on tooling first, soft skills second.
Robert Hayes
Director of Operations
RH
robert.hayes@email.com+1 (312) 555-0177Chicago, ILlinkedin.com/in/roberthayes
Executive Profile
Operations leader with 12+ years scaling multi-site businesses across retail, logistics, and direct-to-consumer brands. Built and led teams of 200+, delivered $30M+ in productivity gains, and rolled out operating playbooks across 14 distribution centers.
Leadership Experience
Director of Operations, Fulfillment
Feb 2021 – Present
Warby Parker
Chicago, IL
- Lead a 240-person operations team across 4 US distribution centers shipping 9M+ orders/year.
- Delivered $18.6M in annual productivity savings through automation, slotting, and labor optimization.
- Improved on-time delivery from 91% to 98.4% and lifted customer NPS by 14 points.
- Recruited and developed 6 site managers; two promoted to regional roles.
- Sponsor of the company's safety program — reduced recordable incidents by 47%.
Senior Operations Manager
Jul 2017 – Jan 2021
Wayfair
Cincinnati, OH
- Managed a 380K sq ft fulfillment center with 320 associates and $480M in annual throughput.
- Reduced damage rate from 1.6% to 0.4% through process redesign and packaging changes.
- Led integration of a new WMS, cutting pick times by 22% within 90 days of go-live.
Operations Manager, Distribution
Aug 2013 – Jun 2017
Target
Minneapolis, MN
- Led shift operations for a regional DC supporting 78 stores.
- Promoted twice in four years; rated top tier in every annual review.
Education
Indiana University, Kelley School of Business
B.S., Operations & Supply Chain Management
2009 – 2013 · Magna Cum Laude · Beta Gamma Sigma
Core Expertise
Operations Strategy
P&L Management
Lean / Six Sigma
Warehouse Management
Workforce Planning
Vendor Management
Safety & Compliance
Continuous Improvement
KPI Reporting
Change Management
Board & Recognition
Certifications — Lean Six Sigma Black Belt · APICS CPIM · OSHA 30-Hour General Industry
Copy any section
One-click copy to clipboardProfessional Summary
Operations leader with 12+ years scaling multi-site businesses across retail, logistics, and direct-to-consumer brands. Built and led teams of 200+, delivered $30M+ in productivity gains, and rolled out operating playbooks across 14 distribution centers.
Skills Section
Operations Strategy · P&L Management · Lean / Six Sigma · Warehouse Management · Workforce Planning · Vendor Management · Safety & Compliance · Continuous Improvement · KPI Reporting · Change Management
Experience Format
Director of Operations, Fulfillment — Warby Parker
Feb 2021 – Present
• Lead a 240-person operations team across 4 US distribution centers shipping 9M+ orders/year.
• Delivered $18.6M in annual productivity savings through automation, slotting, and labor optimization.
• Improved on-time delivery from 91% to 98.4% and lifted customer NPS by 14 points.
• Recruited and developed 6 site managers; two promoted to regional roles.
• Sponsor of the company's safety program — reduced recordable incidents by 47%.
Senior Operations Manager — Wayfair
Jul 2017 – Jan 2021
• Managed a 380K sq ft fulfillment center with 320 associates and $480M in annual throughput.
• Reduced damage rate from 1.6% to 0.4% through process redesign and packaging changes.
• Led integration of a new WMS, cutting pick times by 22% within 90 days of go-live.
Operations Manager, Distribution — Target
Aug 2013 – Jun 2017
• Led shift operations for a regional DC supporting 78 stores.
• Promoted twice in four years; rated top tier in every annual review.
Achievement Structure
• Lead a 240-person operations team across 4 US distribution centers shipping 9M+ orders/year.
• Delivered $18.6M in annual productivity savings through automation, slotting, and labor optimization.
• Improved on-time delivery from 91% to 98.4% and lifted customer NPS by 14 points.
• Recruited and developed 6 site managers; two promoted to regional roles.
• Sponsor of the company's safety program — reduced recordable incidents by 47%.
Role Insights — Operations Manager
Live market intelligence for this profession.
Average Salary
$38k – $78k
USD / year
Job Growth
+6% YoY
Year-over-year
Top Hiring Companies
ZendeskIntercomShopifyAirbnbStripeAmerican Express
Most Requested Skills
CSATZendeskDe-escalationSLA ManagementSalesforce Service Cloud
Top Missing Skills
- Zendesk Admin
- Salesforce Service Cloud
- Workforce Management
Most Valuable Certification
Zendesk Support Administrator
By Zendesk
Avg uplift
+7% salary
Interview Insights
Most common questions hiring managers ask for this role.
1
Walk me through your hardest escalation.
2
How do you keep CSAT high during a high-volume day?
3
Describe a process improvement you proposed.
4
How do you handle conflicting SLAs?
Career Roadmap
Typical progression for this role.
Support Agent
Senior Support
Team Lead
Support Manager
Director of Support
VP CX
Ask LegendAI about this resume
Personalized coaching using this example as reference.
Top ATS keywords
Customer SupportCSATZendeskSalesforceRetentionDe-escalationCRMSLAOnboardingBilingual
Writing tips for this role
- Quantify CSAT, NPS, tickets/day, and first-response time.
- List CRM and helpdesk tools (Zendesk, Intercom, Salesforce) prominently.
- Highlight soft skills like de-escalation and empathy with a specific outcome.