Manager - Strategy & Operations

Unicorn Auctions is building the modern platform for spirits and wine, making limited bottles accessible to buyers of all kinds - from seasoned collectors to new enthusiasts. We are committed to providing a seamless and exceptional experience for our customers through best-in-class storage, logistics operations, and unparalleled customer service. As a rapidly growing company, we are looking for a strategic and analytical professional to help us scale our operations, implement improved processes, and document & track expectations.

The Manager - Strategy & Operations will play a critical role in shaping the future of Unicorn. This individual will be responsible for developing and executing strategic initiatives that enhance operational efficiency, optimize processes, and drive business growth. The ideal candidate will have a proven ability to solve complex problems, implement effective initiatives, and secure buy-in from cross-functional teams.

Responsibilities

Strategic Planning & Execution:

• Collaborate with leadership to develop and implement business strategies that align with company objectives
• Lead strategic projects from conception through implementation, ensuring alignment with company goals and getting buy-in from key stakeholders
• Document processes & expectations and communicate them clearly to teams, ensuring alignment and gaining buy-in
• Establish and track KPIs to monitor performance and drive continuous improvement

Data Analysis & Process Optimization:

• Conduct thorough data analysis to identify areas of process improvement and streamlined operations, including establishing metric tracking to monitor progress towards goals
• Develop and implement strategies to improve accuracy in data entry, inventory management, and auction setup
• Monitor and report on key insights, using data to inform decision-making and drive continuous improvement

Leadership & Team Collaboration:

• Manage and mentor a team, fostering a culture of high performance and continuous improvement
• Work collaboratively with cross-functional teams to ensure the seamless execution of initiatives, consistently iterating and improving based on data and feedback from key stakeholders
• Effectively communicate with stakeholders and gain buy-in for strategic initiatives across the organization

Operational Efficiency:

• Bottle Processing - collaborate with the Auction Launch Manager to oversee the entire bottle intake workflow, including data entry, photographing bottles, tracking progress towards internal and external deadlines, organizing data, and fixing errors to ensure accuracy
• Auction Launch - collaborate with the Auction Launch Manager to improve the process of building upload sheets, launching test auctions, performing audits, and fixing errors. Help hold team members accountable and deliver consistent error feedback to maintain high standards and drive seamless execution
• Shipping Operations - increase packing and shipping capacity, diversify our carrier base, reduce ship time estimates, and improve on-time delivery percentages. Develop strategies to enhance the entire shipping process, ensuring a superior customer experience

Customer Experience & Support:

• Sellers - collaborate with the Hospitality Manager and Chief Business Officer to provide the best possible experience for consignors, growing the consignment funnel, reducing friction in getting bottles to Unicorn, and supporting sellers throughout the entire auction & storage process
• Buyers - collaborate with the Hospitality Manager to address and resolve buyer support issues efficiently, continuously improve CRM tools (Hubspot), and implement automation to enhance customer service
• Support Operations - collaborate with the Hospitality Manager to establish a tiered support organization to monitor escalations, help in establishing service level agreements (SLAs), and measure progress at both the team and individual levels. Ensure consistent and high-quality support for all customers.

Qualifications & Competencies

• Bachelor’s degree in Business, Finance, Operations, Data Science, or a related field
• 2-4 years of experience in strategy, operations, finance, consulting, or startup environments
• Analytical Mindset: Strong quantitative skills with the ability to translate data into actionable insights
• Entrepreneurial Spirit: Self-starter mentality with a willingness to roll up your sleeves and tackle challenges head-on
• Problem-Solving Skills: Proven ability to identify issues, develop solutions, and implement changes effectively
• Adaptability: Comfortable working in a fast-paced, dynamic environment and able to adjust priorities accordingly
• Communication Skills: Excellent verbal and written communication skills; able to convey complex ideas clearly and concisely
• Collaboration: Experience working cross-functionally and influencing without direct authority
• Customer-Centric Approach: Passionate about delivering exceptional customer experiences for both sellers and buyers
• Technical Proficiency: Expert in Microsoft Excel / Google Sheets, Microsoft Powerpoint / Google Slides, familiarity with CRM tools (ex - Hubspot or Salesforce), and ability to create dashboards to monitor performance
• Strategic Thinking: Ability to think big-picture while managing the details of execution
• Passion for whiskey, fine wine, and the auction industry is a plus