Operations Manager, Services

About Ernesta:

Ernesta is on a mission to bring gorgeous, design-focused custom rugs to homes and places of gathering through an enjoyable, frictionless, and affordable experience. At the same price as a store-bought standard-sized rug, a custom-cut rug from Ernesta will not only be a better fit, but also a better buying experience.  We believe that high-quality custom design shouldn't be out of reach for consumers and aim to address this need in the multi-billion dollar global rug industry.

Driven by our collective mission, our team is hungry, hardworking, and highly ambitious. We’re problem solvers, innovators, design enthusiasts, and executors. We are relentlessly focused on creating and delivering beautiful and delightfully simple solutions and experiences for our customers. Together, we are excited and humbled by the opportunity to expand the market for custom rugs and allow more people to live in elevated design settings.  Put simply, we believe more soft surfaces mean happier homes.

About The Role:

Ernesta’s Services business allows customers to customize their Ernesta rug to fit specialized spaces (examples include stair runners and fireplace cutouts).  We are seeking an Operations Manager to lead and scale our Services business operations nationwide. This role will be hands-on: working directly with small, often single-person installation partners, managing day-to-day coordination, and solving real-world logistical challenges. At the same time, the Service Operations Manager will design and implement processes that enable Ernesta to scale its service operations nationally, ensuring consistent, high-quality customer experiences.

This is an exciting opportunity for someone who thrives in both execution and building processes and systems —someone comfortable rolling up their sleeves today while architecting the foundation for tomorrow.

What You'll Do:

Partner Management & Coordination

• Serve as the primary point of contact for third-party  Services installation partners.
• Coordinate scheduling, communication, and troubleshooting with installers to ensure seamless customer experiences.
• Build strong, trust-based relationships with small business owners and independent contractors.

Process & Systems Development

• Design and refine scalable workflows for onboarding, scheduling, and managing installation partners nationwide.
• Collaborate with cross-functional teams (Product, Marketing, Sales, Customer Care, Supply Chain) to align installation operations with company goals.
• Identify and implement tools, platforms, and reporting mechanisms to improve efficiency and visibility.

Quality & Customer Experience

• Develop and enforce service standards to ensure exceptional in-home experiences.
• Track, measure, and report on service KPIs (e.g., installation quality, timeliness, customer satisfaction).
• Proactively resolve escalations and continuously refine processes to minimize future issues.
  
  

Scaling & Growth

• Support the national expansion of Ernesta’s Services installation services.
• Recruit, vet, and onboard new service partners in key markets.
• Establish best practices for managing a geographically distributed installer network.

Key Qualifications Include:

• 5+ years of experience in service operations, field operations, logistics, or related roles.
• Preferred: Bachelor’s degree in Business Administration, Operations Management, Supply Chain, or a related field.  Equivalent practical experience (7-10+ years in service operations) will be considered in lieu of a bachelor’s degree.
• Proven track record of working with small service providers, contractors, or tradespeople.
• Strong project management and organizational skills, with the ability to manage complex schedules and competing priorities.
• Experience building scalable processes and implementing tools/software to improve efficiency.
• Excellent communication and relationship-building skills, with a focus on collaboration and trust.
• A hands-on, entrepreneurial mindset—comfortable with both execution and strategy.
• Program management experience is a plus.
• Prior experience in home services, installation, logistics, or similar industries is a plus.

Ernesta is committed to inclusion. We are an equal opportunity employer and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

The anticipated base pay for this role is $130,000 - $150,000 per year. The actual base pay is dependent upon many factors, such as: experience, education, and skills. This role is eligible for health benefits, company equity,  and flexible paid time off.