Operations Manager

About PERGOLUX: PERGOLUX is a rapidly growing e-commerce company in the Home & Garden sector, designing and selling premium Pergolas and outdoor living solutions. Founded in Norway and now active in 14+ countries across Europe, North America, Australia, and South America, we are expanding our operations in Chile. We are looking for a Country Operations Manager to lead and scale our Chilean warehouse, logistics, technical support, and customer-facing operations under PERGOLUX global standards. Mission of the Role To build and lead a high-performance operations structure in Chile — evolving from a task-based team to a role-based, KPI-driven operation — while ensuring operational excellence, scalability, and outstanding customer experience.

Key Responsibilities
: Operations Leadership & Performance Ownership
- Own end-to-end operational performance across Warehouse, Logistics, Installations (Mounting Service), Customer Service, Technical Support, Returns, and Quality Control.
- Lead managers and team leads, transitioning operations from task-based execution to role-based, KPI-driven structures.
- Ensure operational reliability, service quality, and scalability while reducing dependency on individuals. Warehouse & Logistics (Strategic Oversight + Accountability)
- Provide strategic leadership and performance governance over warehouse and logistics operations through the Warehouse Manager.
- Ensure accurate inbound/outbound flows, inventory integrity, safety compliance, and near-zero shipping errors.
- Own carrier relationships, transport vendors, last-mile providers, and delivery performance.
- Drive logistics cost optimization, route efficiency, and service level improvements. Installations (Mounting Service) Operations
- Lead and scale the Installations operation as a core customer-facing function.
- Ensure installation capacity planning, scheduling accuracy, quality standards, and SLA compliance.
- Align installation availability and technical readiness with Sales and Customer Service to support reliable delivery promises. Sales Enablement & Cross-Functional Orchestration
- Act as an operational enabler for Sales, ensuring that complex sales flows are supported by Operations.
- Design and maintain structured workflows connecting: Sales Technical / Architectural Validation Installations Warehouse & Logistics Administration (payments) Customer Service.
- Ensure real-time visibility and seamless handovers across pre-sale, fulfilment, and post-sale stages. Process Optimization, Systems & Tools
- Own implementation and governance of WMS, SOPs, inventory controls, returns processes, and operational dashboards.
- Define and track KPIs such as Order Accuracy, Inventory Accuracy, Damage Rate, Lead Time, Delivery SLA, and Cost per Order.
- Lead continuous improvement initiatives using lean principles, audits, and corrective action plans. Cost Control, Reporting & P&L Ownership
- Own operational cost tracking for warehouse, transportation, labor, installations, returns, and claims.
- Deliver performance reporting and insights to the Country Manager and Global Operations HQ.
- Build scalable structures to support future growth and expansion in Chile. Cross-Functional & Global Collaboration
- Work closely with Sales, Product, Customer Support, Installations, Finance/Admin, and Global Operations.
- Ensure technical and operational knowledge flows effectively into customer-facing teams.
- Provide structured operational feedback to support product and process improvements. What You Bring:
- Proven experience leading complex operations in logistics, warehousing, service, or installation-driven environments.
- Strong leadership experience managing managers and cross-functional teams.
- Data-driven mindset with hands-on experience owning KPIs, costs, and operational performance.
- Strong process orientation, with experience implementing WMS and scalable operational systems.
- Excellent communication skills in Spanish and English.
- Calm, structured problem-solver comfortable operating in growth and change.
- Flexibility to work between Santiago and Curicó.

What we offer
:
- A dynamic international work environment in a rapidly growing company with many growth opportunities
- Ergonomic workstations and modern laptops
- Complimentary Health Insurance
- Employee events (summer party, after-work gatherings, etc)
- Employee discounts on PERGOLUX products
- Motivated and supportive colleagues who help each other
- Strong focus on professional development and skill-building
- Employee referral program For more exciting insights into the PERGOLUX culture visit our Linkedin or Instagram page