Senior Director, Customer Operations - Remote

Overview

Barkbus is seeking an experienced Senior Director, Customer Operations to lead and scale our customer-facing operations teams, driving revenue growth and ensuring exceptional customer experiences.

In Short

• Lead and manage a remote team of 60+ employees.
• Oversee revenue-generating booking operations.
• Ensure exceptional customer and groomer support operations.
• Collaborate cross-functionally with marketing and technology teams.
• Establish and monitor KPIs for performance and growth.
• Implement solutions to improve operational efficiency.
• Drive a culture of accountability and continuous improvement.
• Utilize data insights to enhance scheduling and performance.
• Manage AI tools for booking and support optimization.
• Mentor and develop a high-performing team.

Requirements

• 12+ years of experience in customer operations or call center leadership.
• 2+ years managing a remote call center team of 50+ employees.
• Proven track record of scaling operations during rapid growth.
• Strong experience with call center metrics.
• Expertise in AI or automation tools.
• Exceptional leadership and coaching skills.
• Data-driven mindset focused on improvement.
• Experience collaborating with marketing and technology teams.
• Ability to drive process improvements and automation.
• Strong communication and change management skills.

Benefits

• Competitive Base Salary: $170K-$190K, based on experience.
• Stock options upon required tenure.
• Comprehensive medical, dental, and vision insurance.
• Retirement Savings Plan.
• Pet Insurance.
• Monthly cell phone stipend.
• ClassPass membership.