Performance Manager / Operational Manager

About BroadLabz

BroadLabz is a fast-growing, innovation-driven company dedicated to delivering exceptional solutions in e-commerce, operations, and customer experience. We thrive on data-driven decision-making, operational excellence, and building strong, reliable partnerships with suppliers and stakeholders.

We are seeking a Performance Manager to join our dynamic team and drive operational efficiency, quality assurance, and cross-department performance improvements.


Key Responsibilities:
- Gorgias Management: Set up, optimize, and monitor our Gorgias environment to ensure seamless customer service operations, including timely optimization of workflows, automations, and macros to improve efficiency.
- Performance Reporting: Prepare and deliver weekly performance reports to management, highlighting KPIs, trends, and actionable insights.
- Supplier Management:
- Conduct monthly Supplier Reliability Score assessments.
- Perform invoice verification and quality checks with suppliers.
- Monitor and address supplier performance issues.
- Product & Listing QA: Conduct thorough listing quality assurance before product go-live.
- Customer Experience Oversight:
- Monitor social media comments twice daily, ensuring timely and appropriate responses.
- Manage Trustpilot reviews and address customer feedback constructively.
- Time Tracking & Optimization: Ensure accurate tracking of working hours, productivity, and performance metrics, with timely time tracker optimization to enhance reporting accuracy and efficiency.
- Risk Management: Perform regular product risk flagging to maintain compliance and reduce operational risk.
- Cross-Department Communication: Act as a liaison between the Customer Service Manager and management, ensuring clear and timely information flow.


Qualifications & Skills:
- Proven experience in performance management, operations, or quality assurance, preferably in e-commerce or a tech-enabled business.
- Strong analytical skills with the ability to interpret data and present actionable insights.
- Experience with Gorgias (or similar customer service platforms) is highly preferred.
- Excellent organizational and multitasking abilities.
- Strong communication skills — both written and verbal.
- Proficiency in tools like Google Workspace, spreadsheets, and project management platforms.
- High attention to detail and a proactive, problem-solving mindset.

What We Offer:
- Competitive salary package.
- Opportunities for professional growth and career advancement.
- A collaborative, innovative, and supportive work environment.
- Flexibility in work arrangements.

IMPORTANT – VIDEO APPLICATION REQUIRED!
- To be considered, you must submit a short video introduction.
- Applications without a video will not be reviewed.

Video Instructions:
1. Start your video by saying: “Hello BroadLabz”
(Applications missing this exact phrase will be disqualified.)

2. Keep your video 2–3 minutes max, and cover:
*A quick intro about yourself
*Why you want to join BroadLabz

How to Apply
1. Submit your video introduction (see above).

Apply now—and let’s grow together.