International Operations Manager

When you see the world’s most inspiring homes and hotels, you invariably find Waterworks in the mix. For over 40 years, our designs have elevated the bath and kitchen experience, with exquisite fittings, fixtures, hardware and more. We strive to be participants in exceptional design moments not just through our products, but through how our company name shows up in the world at large. 

What gives us an edge over our competitors is our people. We work in a highly collaborative, creative environment that values each team member’s contributions to our mission. We empower our associates with extensive training, career growth opportunities, competitive salaries, bonus potential and a comprehensive benefits package including medical/dental/vision, and 401k retirement savings plan. We offer a generous PTO program (vacation, personal and sick time) with additional perks like some summer half days and a volunteer day.  The company observes at least 8 federal holidays throughout the calendar year plus a floating holiday that associates can use at their discretion.

As Waterworks' International Operations Manager, you will be responsible for ensuring the effective and seamless operation of our international business, overseeing the day-to-day operations of our showrooms in Paris, London and, as established, Milan. You will partner closely with the Managing Director to keep all aspects of the international business moving forward, ensuring operational excellence, compliance with local requirements, and alignment with Waterworks' company standards and expectations.

Based in London, this role serves as a central operational point of contact across the international business, partnering with showroom teams and European-based colleagues in Marketing, Human Resources, Accounting and other support functions to facilitate communication, coordinate priorities, resolve issues and ensure that key operational needs are addressed. The Operations Manager will also support the Managing Director on special projects, business initiatives and other priorities as needed.

True to Waterworks roots, we value and cultivate long-standing relationships with our clients and our associates. We work in a highly collaborative, creative environment that values each associate’s contribution toward delivering beautiful, innovative, luxury products while providing a superior client experience.

Oversee the operational effectiveness of Waterworks' International showrooms in Paris, London and Milan, ensuring consistent execution of company standards, processes and expectations

Partner closely with the Managing Director to ensure that operational priorities are identified, coordinated and executed effectively across the international business

Serve as a central point of contact for operational matters across the European business, connecting showroom teams with International Marketing, Human Resources, Accounting and other support functions as needed

Establish and maintain efficient operational processes that uphold the Waterworks brand image and support a consistent luxury client and associate experience across all international showrooms

Ensure compliance with applicable in-country employment, workplace, operational, safety and other business requirements, partnering with appropriate internal or external resources as needed

Oversee showroom environments, including facilities management, IT services, office supplies, safety, cleanliness and implementation of visual and brand directives

Ensure each physical showroom is maintained to Waterworks' standards for a luxury client experience

Coordinate with landlords, contractors, vendors and other third parties and serve as a point person for operational matters and expected visitors or contractors

Oversee showroom product sample stock, including inventory, reporting, replenishment and processes for incoming and outgoing sample orders and requests

Ensure appropriate tracking and management of sample activity, including identifying the client, Sales Consultant and/or quote associated with each request and ensuring accurate and successful delivery

Support showroom leadership with training initiatives and facilitate training on systems, processes or products as assigned

Oversee showroom inventory management and annual inventory processes, ensuring accurate controls and timely completion

Provide operational support to showroom teams and back-up sales support as needed

In partnership with Marketing, oversee the planning and execution of large scale international corporate or brand events, while ensuring adherence to Waterworks branding and company expectations

Coordinate operational aspects of showroom openings, including the planned Milan showroom, and support the ongoing establishment of processes, vendors, facilities and business infrastructure

Identify opportunities to improve operational efficiency, consistency and communication across the international business

Establish clear communication and follow-up processes to ensure key operational items are completed, and issues do not fall through the cracks

Act as a trusted operational partner to the Managing Director, anticipating needs, identifying potential issues and proactively driving solutions

Role model and promote the Waterworks values and service principles across the international business

Other accountabilities as assigned

Bachelor's degree or equivalent

5-8 years of proven work experience in operations, business management, showroom management or a related role, preferably within a high-end luxury brand environment

Experience supporting or overseeing multiple locations, markets or business units preferred

International or multi-country operational experience strongly preferred

Strong understanding of working across different cultures, business practices and local requirements

Proactive and highly organized, with the ability to work independently and effectively across multiple locations and time zones

Strong project management skills with the ability to manage multiple priorities and drive projects through completion

Strong written and verbal communication skills with the ability to communicate effectively with senior leaders and cross-functional teams

Strong relationship-building skills and ability to work collaboratively across functions and geographies

Self-motivated team leader with excellent coaching, influencing and communication skills

Ability to take charge, drive for results and make sound decisions quickly

Ability to identify issues proactively, determine appropriate solutions and escalate when necessary

Ability to inspire trust, integrity and professionalism

Exceptional time management and organizational skills with the ability to multi-task and keep multiple priorities moving forward

Innovative and strategic thinker with strong attention to detail

Proficient in all Microsoft Office applications

Interior Design or luxury retail experience/exposure preferred

Fluency in English required; additional European language skills preferred

Ability to travel to showroom locations 50% of the time

Be Authentic: Engage in real conversations. Communicate honestly with respect and professionalism.

Raise The Bar: Share ideas to uphold our standard of excellence. Never settle for less than the best.

Own It: Be responsible for your results. Empower yourself and others to step forward and lead.

Partner For Perfection: Collaborate with peers and teammates to deliver superior service to our clients.

Love What You Do & Do What You Love: Generate excitement and enthusiasm for our brand and company.

Waterworks is committed to promoting pay equity. Rate of pay is determined based on each individual's experience, qualifications, and the geographic location of the role. Final offer amounts are determined by multiple factors including candidate's experience and expertise and may vary from the amounts listed above.

Waterworks is an equal opportunity employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by federal or state law or local ordinance.