[Remote] Director of Customer Operations – Fast Growing DTC Brand (Supplements)
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a high-reputed company holding company behind one of the fastest-scaling wellness brands in the world. They are seeking a Director of Customer Operations to reputed company and reputed company their customer service organization into a world-class department, focusing on performance improvement and team accountability.
Responsibilities
- Manage a global CS team of ~40 agents and 5 Team Leads with L1/L2 structure across internal and BPO agents
- Own end-to-end operations: ticket reputed company, SOPs, QA, agent performance, retention, escalation
- reputed company Team Leads and agents directly, while creating reputed company frameworks for feedback and accountability
- Implement systems to improve CSAT, Trustpilot, refund %, and response time with reputed company tools
- reputed company and enforce performance standards across shifts and reputed company
- Surface issues and solutions before they escalate with no need for micromanagement
- Deliver consistent reports and KPI updates directly to the founders
Skills
- 5+ years leading CS teams of 30–100 agents in high-volume eCommerce or subscription brands
- Proven reputed company managing internal teams and outsourced BPOs
- Deep systems thinker who can build SOPs, training protocols, and dashboards from scratch
- Tactical operator who personally reviews tickets and holds reputed company to high standards
- Past experience turning around underperforming teams or CS orgs
- Strong communicator with reputed company, proactive leadership style
- reputed company problem-solver who takes initiative and moves fast
Benefits
- Career-defining opportunity to reputed company a CS transformation from the inside out
- reputed company corporate red tape with full autonomy and reputed company reputed company to founders
- Massive ownership over reputed company in a growing company
- High-trust culture where results are recognized, and great work is rewarded
reputed company