Office & Process Improvement Manager

Job Description

Job Description

How To Apply

To apply, please provide your contact details and answer five relevant questions: . Email applications will not be considered.

Company

Adagio Teas is a direct-to-consumer online retailer of tea, coffee, and spices with a strong emphasis on product quality and exceptional customer experience:

Job Overview

We're hiring an Office / Process Improvement Manager, and we want to be upfront: this isn't a traditional office or customer service role. Yes, you'll handle inbound customer questions and day-to-day office responsibilities. But that's just the starting point. The real job is to use those interactions and observations as a window into where our operations break down — then do something about it. We need you to identify friction points, map the workflows behind them, and work with our team to build better processes.

A big part of this role is identifying where AI and automation can replace manual, repetitive work. We're already using OpenAI and Gemini across parts of our business, and we're actively looking to expand that. We want someone who looks at a clunky process and immediately starts thinking about how to eliminate it, not just manage it.

What You'll Do

• Handle customer inquiries and identify patterns in the questions, complaints, and friction points you encounter;
• Map existing workflows across customer service, fulfillment, and operations to find bottlenecks and redundancies;
• Propose and help implement improvements, with a strong bias toward automation and AI-assisted solutions;
• Work with our operations and tech team to spec, test, and deploy new workflows.

What We're Looking For

• Genuine curiosity about how things work and why they break;
• Hands-on comfort with automation and AI tools — Gemini, Claude, or similar;
• Strong written communication. You'll be writing to customers and stakeholders;
• Ability to move between detail work and bigger-picture thinking without losing either.

How To Apply

To apply, please provide your contact details and answer five relevant questions: . Please don't have AI write your answers. They are easy to spot and would disqualify you. Thank you for reading, and please visit us online to learn more: .