Fetch! Pet Care

Operations

• Lead performance
• Coach and develop a high-performing frontline team
• Set clear expectations and run consistent 1:1s and performance conversations
• Build engagement while maintaining high standards
• Own daily operations
• Manage queue performance, workflows and capacity
• Protect service levels and turnaround times
• Step into complex cases and escalations when needed
• Build the operating system
• Help design metrics, dashboards and weekly cadences
• Turn messy reality into simple, scalable systems
• Work with our technical vet leads to build playbooks and training so “great” is consistent
• Improve and automate
• Partner with Product and Engineering to automate the right work
• Help design effective human + AI workflows with clear handoffs and escalation paths
• Use operational insights to drive system and process improvements
• Protect quality and fairness
• Ensure processes are followed consistently
• Oversee complaints and escalations within your team
• Maintain strong alignment with Technical Leads and Risk & Compliance

Operations Lead