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
We look forward to receiving your application and resume!
For more exciting insights into the PERGOLUX culture visit our Linkedin or Instagram page!