Full-Time | On-Site | Reports to: COO

Department

Operations

Team Size

10 Direct Reports

Location

Deerfield Beach, Florida

Employment Type

Full-Time

ABOUT RETRIEVER

Retriever (HelloRetriever.com) is the leading IT asset retrieval platform, helping companies recover laptops and IT equipment from offboarded employees. Our end-to-end platform covers automated device retrieval, secure data destruction, certified disposal, warehousing, and device deployment — enabling IT Asset Managers to streamline the full device lifecycle without the manual burden.

POSITION OVERVIEW

We are seeking an experienced and driven Manager of Operations to lead and scale our day-to-day operations team. This is a hands-on leadership role responsible for managing a 10-person team across device processing, data destruction, provisioning, deployment, and logistics. The ideal candidate is an operator at heart — someone who thrives on building efficient processes, developing people, and delivering results with precision and accountability.

CORE RESPONSIBILITIES

Team Leadership & Management

• Directly manage, coach, and develop a 10-person operations team including technicians and coordinators

• Set clear performance goals, conduct regular 1:1s, and deliver timely performance reviews

• Build a culture of accountability, continuous improvement, and team ownership

• Recruit, onboard, and retain top operational talent as the team scales

Device Lifecycle Operations

• Oversee all incoming and outgoing device workflows including retrieval, intake, and processing

• Manage secure data wiping and destruction processes, ensuring certificates of data destruction are accurately generated and uploaded to customer dashboards

• Supervise device provisioning, imaging, configuration, and deployment operations

• Maintain accurate asset records and ensure inventory management systems are up to date

Process & Quality

• Develop, document, and continuously improve standard operating procedures (SOPs) across all operational workflows

• Implement quality control checkpoints to ensure accuracy and compliance at each stage of the device lifecycle

• Monitor team throughput, SLA adherence, and turnaround times — and take action when targets are missed

• Identify bottlenecks and drive process improvements that increase capacity and reduce error rates

Logistics & Vendor Coordination

• Coordinate inbound shipments and outbound device logistics with shipping carriers and fulfillment partners

• Manage relationships with third-party vendors including ITAD partners, refurbishers, and disposal providers

• Ensure timely and accurate order fulfillment against customer SLAs

Customer Communication & Responsiveness

• Serve as an operational point of contact for customer inquiries, coordinating timely and professional responses to requests, status updates, and issue resolution

• Ensure the operations team responds to all customer needs and requests within established response time standards — no request falls through the cracks

• Proactively communicate order status, delays, or exceptions to customers before they have to ask

• Partner with Customer Success to close the loop on escalations and translate customer feedback into operational improvements

Hands-On Team Support

• Roll up your sleeves and work alongside the team during peak periods, high-volume surges, or staffing gaps — this is a player-coach role

• Stay deeply familiar with every operational function so you can step in, assist, and lead by example when it matters most

• Maintain a floor-level presence that builds team trust and keeps you connected to day-to-day operational realities

Reporting & Cross-Functional Collaboration

• Report weekly to leadership on operational KPIs including throughput, cycle times, accuracy rates, and team capacity

• Partner closely with Customer Success to resolve operational escalations and improve customer satisfaction

• Collaborate with Product and Engineering teams to inform tooling and platform improvements that impact operations

REQUIRED QUALIFICATIONS

• 3–6 years of operations management experience, ideally in IT asset management, logistics, fulfillment, or a related field

• Proven experience directly managing teams of 5 or more people

• Strong understanding of IT hardware including laptops, desktops, and peripherals

• Familiarity with data destruction processes, chain of custody documentation, and ITAD best practices

• Experience building and enforcing SOPs and operational workflows

• Data-driven mindset — comfortable tracking KPIs and using metrics to drive decisions

• Excellent organizational skills with strong attention to detail

• Strong written and verbal communication skills

PREFERRED QUALIFICATIONS

• Experience with IT asset management platforms, MDM tools, or inventory management systems

• Background in device provisioning, imaging, or enterprise IT deployment

• Familiarity with NIST 800-88 or DoD 5220.22-M data sanitization standards

• Experience in a high-growth startup or scale-up environment

• CompTIA A+, ITIL, or similar certifications are a plus

WHAT WE OFFER

• Competitive salary commensurate with experience

• Performance-based bonus tied to operational and company milestones

• Health, dental, and vision insurance

• Paid time off and company holidays

• Direct impact on company growth — this role is central to our ability to scale

• A collaborative, low-ego team that values ownership and execution

Retriever

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