Director of Customer Operations – Fast Growing DTC Brand, Supplements

ROSABELLA

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Lead

About the role

  • Lead and evolve a 40+ person global customer service operation, transforming inconsistent performance into elite execution.
  • Design systems, coach leaders, and set the bar for speed, quality, and customer retention while holding your team accountable to clear KPIs.
  • 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 flow, SOPs, QA, agent performance, retention, escalation.
  • Coach Team Leads and agents directly, while creating scalable frameworks for feedback and accountability.
  • Implement systems to improve CSAT, Trustpilot, refund %, and response time with current tools.
  • Track and enforce performance standards across shifts and regions.
  • Surface issues and solutions before they escalate with no need for micromanagement.
  • Deliver consistent reports and KPI updates directly to the founders.

Requirements

  • 5+ years leading CS teams of 30–100 agents in high-volume eCommerce or subscription brands
  • Proven success 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 the team to high standards
  • Past experience turning around underperforming teams or CS orgs
  • Strong communicator with direct, proactive leadership style
  • Relentless problem-solver who takes initiative and moves fast
Benefits
  • Career-defining opportunity to lead a CS transformation from the inside out
  • Zero corporate red tape with full autonomy and direct access to founders
  • Massive ownership over outcomes in a growing company
  • High-trust culture where results are recognized, and great work is rewarded

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SOPsticket flow managementQAperformance trackingcustomer retention strategiesKPI managementtraining protocolsdashboard creationproblem-solving
Soft skills
leadershipcommunicationcoachingaccountabilityproactiveinitiativetactical operationteam managementperformance standards enforcement