Customer Order Processing Team Manager

We’re looking for an experienced and people-focused COP Team Manager to lead our Customer Order Processing team. This is a high-impact role where you’ll set the order-processing strategy, drive operational improvements, and build an engaged, high-performing team that supports our company goals and core values.

What You’ll Do

• Lead and coordinate the day-to-day activities of the COP Team.

• Manage administrative aspects: WebHR, monthly hours and points approval, scheduling (including vacation time) to ensure a healthy work-life balance for the team.

• Conduct performance evaluations and development reviews, including self-appraisals, seasonal evaluations, and regular one-on-ones.

• Identify team strengths and gaps, create improvement plans, and provide consistent feedback to cultivate a well-rounded, motivated, and productive team.

• Develop and maintain a COP Team development plan aligned with CX and company goals.

• Improve processes, create better operational models, automate workflows, and enhance partnerships with suppliers.

• Drive initiatives to strengthen team culture, engagement, and alignment with company core values.

• Identify underperforming processes and implement new operational modes for better results.

• Ensure all tools and programs are available and in good condition for smooth operations and customer satisfaction.

• Prepare the team for holiday season surges (algorithm adjustments, updates, meetings, etc.).

• Cooperate with partner- and customer-facing teams to ensure alignment, cross-team education, and collaboration.

• Participate in hiring, onboarding, and training of new team members in collaboration with HR.

• Oversee staffing needs, including seasonal adjustments.

• Promote healthy, productive, and supportive relationships within the COP team and with partners, suppliers, and florists.

• Act as a leader, mentor, and coach—motivating, guiding, and inspiring team members to reach their potential.

• Oversee and curate project work within the Core COP Team and lead your own high-impact projects.

• Occasionally work COP Shift Leader shifts during low season and full-time in December as needed.

What We’re Looking For (Essential)

• Fluent English with excellent written and verbal communication skills.

• Ability to build warm interpersonal connections with colleagues, partners, and suppliers.

• Minimum 2 years’ experience in outsourcing and/or direct work with suppliers.

• Strong writing, analytical, and problem-solving skills.

• Natural ability to help people solve job-related matters and provide personal support.

• Technical proficiency with Gmail, Google Drive, Excel, Word, and project management software (Asana).

• Goal-oriented mindset, strong sense of ownership, multitasking, and delegation skills.

• Self-organized, able to work without micromanagement, and comfortable in a fast-paced environment.

Nice to Have (Preferred)

• Additional languages relevant to our team (e.g., Russian, Spanish).

• Procurement, supply chain, or technically relevant work experience.

• Experience managing team operations.

• Flexibility working across diverse time zones.

• Oral presentation skills.

• Familiarity with other useful software (Airtable, HubSpot, Mural, Canvas, etc.).

• Ability to stay calm and focused under pressure.

Why You’ll Love Working With Us

You’ll be joining a company that values continuous improvement, effective communication, and a healthy, supportive team culture. In this role, you’ll have the opportunity to shape processes, lead talented people, and make a measurable impact on both the team and our customers.