Manager, Personalization & Enhancement Service

About Away

We believe travel makes us better. Founded in 2016 with one perfectly designed carry-on, we now offer a range of luggage and travel essentials for every journey. Together we create, innovate, and embark on this journey as a community of travelers, helping to make travel more seamless for everyone.

Join The Crew

We are hiring a Manager, Personalization & Enhancement Services to join our Quality Assurance team. This position reports to the Senior Director of Quality Assurance & Packaging and takes Away further by directing personnel and resources towards providing quality, cost-effective value-added services such as personalization across product categories, refurbishment process, DIY and elevating unboxing experiences. This role will manage value-added services for e-commerce, retail and B2B that include digital printing, foil stamping, engraving, and embroidery and building the roadmap for new programs of enhancement service.

What you’ll do as the Manager, Personalization & Enhancement Services

• You’ll oversee the development, qualification, operations, and future roadmap of enhancement service that includes product decoration/personalization, the return and refurbishment process, outbound optimization and customer self service program with internal teams and external vendors

• You’ll be the point of contact for enhancement service development SOPs to qualify quarterly/seasonal products and maintain ownership of files for qualified product libraries

• You’ll develop new tools to drive process efficiencies using technologies and software, including 3D printing, CNC, Laser Cutters, CAD and Illustrator

• You’ll drive P&L performance and revenue within the PSN function, focusing on scaling operations and driving profitability

• You’ll troubleshoot monogramming execution with vendors and communicate informed recommendations for process improvements or changes to internal teams

• You’ll develop and facilitate training programs for all qualified enhancement service techniques for new machine operators, ensuring standards can be kept at external vendors

• Manage team across two warehouse facilities: QA Supervisor and QA Inspector

• Oversee inventory of DIY Repair kits and packaging for all warehouse and retail needs

• Lead continuous improvement of the returns program, identifying opportunities to improve back-in-stock rates and reduce costs

Who you are

• You are willing and able to travel domestically and internationally in order to develop enhancement services and manage vendors.

• You have significant professional experience working directly with personalizable products, including working directly with enhancement service techniques

• You have technical personalization skills, including experience managing the functioning of digital printers, embroidery machines, laser engraving machines and/or foil stamping machines for consumer goods

• You have strong fabric and material knowledge; experience with color management and/or 3D modeling/graphic digitizing strongly preferred, but not required

• You enjoy working autonomously on projects and are able to share out status updates at a high and detailed level

• You are a multi-tasker and possess the ability to juggle and prioritize multiple tasks and projects simultaneously and successfully

• You’re never satisfied with the status quo, always thinking “how can we do this better?”

• You’re creative and innovative; you love to build great new things that are fresh and unique while staying on brand

• Agile, and motivated by a fast-paced and ever changing environment

• Passionate about transforming travel for all (but that’s a given!)

Excited to join the team, but not sure you meet all of the qualifications? Please apply, we’d still love to hear from you.

Who We Are

• We’re travelers. Travel is about the journey - the transformative experiences and the growth each trip offers. All employees are encouraged to take time to get away through our variety of time away from work offerings.

• We’re driven. The work we do matters and collectively drives impact. No matter the job title, everyone at Away is a meaningful contributor in unlocking our ever growing potential.

• We’re supportive. We value the entirety of your life's journey, not just the milestones. You'll find an environment that celebrates balance, understanding that your personal passions and commitments outside of work, are threads of the same fabric that makes you unique.

What We Offer

Our total rewards are inclusive of both compensation and benefits. What we offer within a salary range is dependent on a number of factors, including scope and qualifications for the role, skillset, and balancing internal equity relative to other Away employees. Salary and benefit offerings are reviewed during phone screenings to ensure alignment.

• Compensation Range: $120,000.00 - $128,000.00 annually

• This role is eligible to participate in Away’s Annual Company Performance Incentive Bonus Plan, the terms of which are determined at the discretion of the company

• Equity Grant: commensurate with level determined at the discretion of the company

• Benefits Overview:

How We Work

We are intentional about our approach to modern work, which focuses on fostering an environment that empowers, enables and supports our workforce to do their best work with in-person moments that matter.

This is a hybrid role that comes into our Soho, NYC office twice weekly on Tuesdays and Thursdays. The working hours are 9am-6pm ET.

Our Commitment

As a company that values diversity, equity, and inclusion, Away seeks individuals of all backgrounds and experiences to apply for this opportunity. We’re creating an environment where everyone can thrive. Our customers are global and diverse, so we’re building a team that is too. Through initiatives like our Employee Resource Groups, anti-racism training, and bias prevention initiatives, we’re building the cultural foundation that gives people the emotional and physical space to bring their authentic selves to work.

Away is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability.

Away is committed to providing reasonable accommodations for individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, you may contact us at [email protected].

EEOC Statement:

Away is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability.

Away is committed to providing reasonable accommodations for individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, you may contact us at [email protected].