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 scale a remote team of 60+ employees.
• Drive a culture of accountability and performance.
• Oversee booking operations to optimize revenue.
• Manage inbound and outbound customer engagement teams.
• Ensure customer support aligns with grooming operations.
• Establish and monitor KPIs for performance improvement.
• Collaborate with marketing to enhance booking strategies.
• Implement AI tools for efficiency in operations.
• Identify operational inefficiencies and solutions.
• Support grooming teams with scheduling and customer inquiries.

Requirements

• 12+ years in customer operations or call center leadership.
• 2+ years managing a remote call center team.
• Proven track record in scaling operations and revenue.
• Strong experience with call center metrics.
• Experience collaborating with various teams.
• Expertise in AI or automation tools.
• Exceptional leadership and coaching skills.
• Data-driven mindset focused on improvement.

Benefits

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