Work at Gelato

Operations Support Manager

About Gelato

Gelato has built the world's largest and most global networks for on-demand production of customized items e.g. t-shirts, wall art, mugs, books, hoodies, and cards, We support a new wave of e-commerce entrepreneurs and the global shift towards local and more sustainable production.

We own no assets - we build the software that connects world-class production facilities all across the world. We already have more than 100 production partners in 32 countries. In 72 hours we can reach more than 5 billion people and potential consumers in a smarter, faster, and greener way.

In many ways, we at Gelato are rethinking how digital fabrication of customized products can be done on-demand. Just imagine what will happen when we add 3D printing capabilities to this global service. We are already empowering thousands of e-commerce entrepreneurs to grow and scale their businesses. Again, thanks to the products being produced locally we produce what you need when you need it, and where you need it. In other words, we reduce waste and carbon emissions.

Together we can increase global GDP by effectively supporting local on-demand production.

What you will be doing

With a global network of production and logistics partners, operational excellence is at the core of how Gelato delivers value to its customers. As the Operations Support Manager, you will lead a team to resolve and prevent production and delivery issues escalated from our partners. Guided by their voices and your strong cross functional collaboration with Gelato’s global operations teams, you will resolve systemic defects, prevent recurrence and improve Gelato’s service towards its partners.

Some key responsibilities of the role include:

  • Leading a team of 5-7 escalation specialists and ensuring resolution in a timely manner
  • Driving cross functional resolution of critical issues in Gelato’s network operations, identifying root causes and corrective actions
  • Designing and implementing mechanisms to prevent defect recurrence and auditing completed projects to verify sustained impact
  • Training team members to ensure compliance with escalation procedures and SLAs
  • Working with operations managers and commercial leaders to communicate the progress of critical defect resolution


Who you are

You have a start-up mentality and a passion for drilling down to find the root cause of a problem. You are a customer-obsessed problem solver, eager to learn and improve. You are able to articulate complex concepts and are not afraid to challenge the status quo. No task is too small, but you can also see the bigger picture and help lead our operations support to evolve and scale. You lead by example and you love understanding and advocating for customers. We would like to see the following in your profile:

  • University degree, and 4+ years of relevant experience as a team leader in operations or customer service roles.
  • Experience in analyzing customer data to influence strategy and identify operational and customer impacting issues
  • Self-starter capable of taking initiative and leading others to do the same
  • Ability to prioritize in complex, fast-paced environment, providing clear and documented guidance to other team members to scale the learnings
  • Ability to adapt, change and grow quickly
  • Excellent organizational and time management skills with great attention to detail
  • Demonstrated experience and proficiency in effective written and verbal communication, including presenting to a variety of audiences


What it’s like to work at Gelato

We are a customer-obsessed team with the ambition to change the world by connecting technology to the printing industry and making it much more sustainable. Everyone who joins our team must feel genuinely intrigued and motivated by our mission. We expect a lot. We are a driven team with big goals, so we seek individuals who are genuinely passionate about their work and possess an entrepreneurial spirit. Our culture is unique and we live by our values, so it's worth learning more about our culture and how we work before presenting your application.

If you have any questions you can contact us:

Apply for this position


Operations Support Manager

If you have any questions you can contact us:

Apply for this position

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Who we are

We’re a team of 100+ people, 25 nationalities, spread across 6 timezones. We are on a mission to change the way physically printed collaterals are produced. We’ve come a long way building a network of partners across the world, however, there are still loads of challenges and opportunities ahead. Want to join us on this journey?

About Gelato

Communication is a fundamental human need and print is a powerful tool to help people communicate their creativity and passion. Perhaps this is why commercial printing has become one of the largest industries on the planet. Gelato's state of the art global print cloud facilitates local printing at a scale greater than the world has ever seen before. Learn more

What we offer

The rare opportunity to change the world such that everyone around you can use the services you’ve been part of building. We’re not just another web application; we’re changing one of the world’s largest industries. Join a motivated, hard-working and passionate team in a dynamic and energetic startup environment.

Our culture

We are a global company with a global team. We hire for attitude and train for skills. We battle over ideas - which is why we don't believe in hierarchies - we all have equal value. We believe innovation happens when the quality of an idea matters, not the person who had it. We collaborate and build relationships. We speak about things as they are and how they feel.