Job Summary:

At Stark Carpet, our mission is to create world-class experiences for our clients by providing the most convenient shopping experience. The Showroom Operations Manager plays a key role in delivering on this mission by ensuring that clients have a seamless and exceptional experience during the final mile of their order process.

This role is critical in enhancing Stark Carpet’s reputation for peace of mind service, driving higher client retention, and creating operational efficiencies.

The Operations Manager is responsible for overseeing all aspects of showroom operations, including final mile order fulfillment, shipping & receiving, inventory control, and coordination with the carpet installation team. Manage local workroom and delivery operations, supplier and labor invoice processing, order billing management, and client issue resolution. Additionally, the role requires a focus on root cause analysis to identify operational inefficiencies and implement strategic solutions that optimize client experience and streamline operations. The Operations Manager is expected to lead their teams to ensure operational excellence and consistently meet performance targets, contributing to Stark Carpet’s goal of providing a world-class shopping experience.

Key Responsibilities:

Mission-Driven Client Experience

• Deliver Exceptional Final Mile Experience: Ensure clients receive seamless, world-class service during the final mile of their order fulfillment, enhancing client satisfaction and retention.
  
  

Customer Issue Resolution

• Serve as the primary point of contact for all client issues post-delivery, ensuring quick resolution and maintaining Stark Carpet’s reputation for peace of mind service.
• Coordinate with internal teams, external vendors, and the installation team to provide real-time solutions to client concerns.
• Proactively address common issues such as on-site installation problems, ensuring client satisfaction is prioritized.
• Offer creative and effective solutions to meet client needs and exceed expectations.
  
  

Order Fulfillment & Showroom Operations

• Oversee final mile order fulfillment, ensuring timely and accurate delivery of client orders.
• Oversee all aspects of shipping and receiving processes, ensuring accuracy in inventory, samples, and showroom supplies.
• Coordinate with the showroom maintenance manager on daily operations related to shipping, receiving, inventory, and showroom labor management.
• Monitor and improve operational workflows to ensure efficiency, reduce waste, and meet business goals.
  
  

Project Management & Vendor Accountability

• Analyze recurring issues, identify root causes, and develop strategies to prevent future occurrences, ensuring ongoing operational improvements.
• Implement and manage vendor scorecards to evaluate and hold labor vendors accountable for work quality, timely completion, and overall service standards.
• Partner with internal and external measuring and Installation teams to ensure installation quality assurance and coordinate on-site inspections.
  
  

Client Feedback & Continuous Improvement

• Collect and analyze ongoing client feedback about their delivery and installation experience to identify areas for improvement and develop actionable strategies.
• Implement operational improvements to enhance the client’s delivery and installation experience, ensuring processes are continuously refined to exceed client expectations.
• Leverage client insights to drive continuous process improvements, optimizing operational efficiencies and client satisfaction.
  
  

Collaboration & Leadership

• Work closely with salespeople, local management, and vendors to address client issues and enhance overall service delivery.
• Provide leadership and support to internal teams, ensuring that all stakeholders are aligned in delivering seamless client experiences.
• Maintain an executive presence in client interactions, providing reassurance and support to salespeople in overcoming client experience barriers.
  
  

Supplier & Vendor Management

• Manage supplier relationships, including labor invoices and negotiations, ensuring timely payments and issue resolution.
• Ensure supplier compliance with service level agreements (SLAs) and monitor supplier performance.
• Coordinate with external labor teams for installations, delivery, and other operations.
  
  

Billing & Financial Accountability

• Oversee order billing management, ensuring that billing is accurate and in line with client expectations.
• Work closely with the finance team to process supplier and labor invoices, verifying accuracy and resolving any discrepancies.
• Manage claims and order resolution processes, acting as the main point of contact for client concerns.
  
  

Reporting & KPI Management

• Develop and manage operational KPIs related to order fulfillment, inventory accuracy, client satisfaction, and supplier performance.
• Prepare and present regular reports on operational performance, team efficiency, and client feedback to upper management.
• Implement corrective actions and continuous improvement initiatives based on KPI analysis and reporting insights.
  
  

Training & Development

• Lead training sessions for the showroom sales and support team on new processes, tools, and best practices.
• Ensure that all team members are adequately trained in safety, showroom operations, and client-facing responsibilities.
  
  

KPIs:

• Client Satisfaction Rate 98% in Final Mile Experience
• Use customer feedback post-delivery/installation.
• Track the percentage of clients rating their final mile experience as "excellent" or "satisfactory."
• Set monthly or quarterly targets, with a goal of continuous improvement based on feedback and operational adjustments.
  
  

Requirements:

• Experience in the carpet, flooring, or home furnishings industry preferred
• Strong interest in the interior design trade
• Proven team leadership and supervisory experience
• Excellent interpersonal and communication skills
• Proficient with computers and operational systems
• Highly detail-oriented with strong time management skills
• Resilient, hard-working, and able to thrive in a fast-paced, client-facing environment
  
  

Company Info

About Us:

With more than 80 years of industry expertise, STARK is the discerning designer’s go-to source for luxurious custom carpets and rugs.

Our Mission:

To live our mission of helping create beautiful spaces, we believe our first responsibility is making design industry professionals the heroes in their projects because supporting businesses helps to preserve craftsmanship and enable unique and specially designed spaces to exist. In meeting their needs, we must continue to deliver peace of mind service while offering an expansive, diverse, and innovative product assortment that is accessible and convenient.

Our Heritage:

Established by Arthur Stark and his wife Nadia in 1938, the foundation of STARK was always to provide the very best products to our customers. With a rich history, third-generation owners Chad Stark, as CEO, and Ashley Stark, as Creative Director, bring the STARK legacy into the new century by staying true to their founding principles. To seek out the best craftsman and methods of manufacturing for the most innovative and beautiful designs.

Stark Carpet Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.