Direct all customer support operations across phone, chat, and email channels for multiple pet food brands, ensuring consistent service excellence and brand alignment.
Develop and execute strategic roadmaps that balance immediate operational demands with long-term capability building and operational efficiency.
Manage distributed workforce across Utah, California, Georgia, and Texas, optimizing for regional strengths and coverage needs.
Anticipate and plan for volume surges driven by advertising, discount activity, and virtual sales letter campaigns, ensuring appropriate staffing and resource allocation.
Establish, monitor, and optimize key performance indicators including CSAT, first contact resolution, response times, handle times, revenue per contact, and cost per contact.
Build robust reporting frameworks and dashboards that provide real-time visibility into team performance, channel efficiency, and customer sentiment.
Leverage analytics to identify trends, diagnose issues, and uncover opportunities for service improvement.
Translate data insights into actionable strategies that drive measurable improvements in customer experience, sales revenue, and operational efficiency.
Champion the adoption of automation and AI tools to enhance agent productivity, reduce repetitive tasks, and improve customer self-service options.
Partner with technology and customer experience teams to implement and optimize Salesforce features, chatbots, knowledge management systems, and workflow automation.
Continuously evaluate emerging technologies and pilot solutions that can deliver meaningful impact on efficiency and customer satisfaction.
Balance automation with human touch, ensuring technology enhances rather than diminishes the customer experience.
Partner closely with Marketing to understand campaign timing, messaging, and expected volume impacts.
Collaborate with Product and Operations teams to surface customer feedback, identify product issues, and drive resolution.
Work with Training & Development to ensure team capabilities evolve with product launches and changing customer needs.
Engage with Marketing, QA, and Customer Experience to ensure seamless handoffs and a consistent customer journey experience.
Coordinate with IT on system enhancements, integrations, and technical issue resolution.
Foster a mindset of continuous improvement where problems are identified quickly and addressed systematically.
Implement feedback loops that capture insights from frontline agents, customer experience, brand reputation, and QA, and translate them into effective improvements.
Track relevant data and KPI performance trends to appropriately guide improvement effort resources.
Work with and/or lead quality assurance programs that drive coaching, skill development, and service consistency.
Encourage experimentation and learning, creating safe spaces for testing new approaches.
Build and sustain a positive, enthusiastic, accountable culture that celebrates wins, recognizes contributions, and values team members.
Create transparency around goals, strategies, and performance so everyone understands where we're going and why.
Address issues directly and constructively, creating an environment where problems surface quickly and are resolved collaboratively.
Maintain high ethical standards in all decisions, especially regarding customer promises, data handling, and team treatment.
Champion the 'Customers and pets first' mindset, ensuring quality and integrity drive every interaction.
Move decisively where speed creates advantage while applying rigor to decisions with lasting impact.
Requirements
Excellent relational skills and ability to get things done through teamwork, persuasion, and influence.
Demonstrated diplomacy and patience skills in interacting with consumers and colleagues.
Proven ability to use data analytics to drive operational, quality and financial performance in accordance with system established goals.
Technical acumen required to assess software and systems required to support company needs; the ability to identify technical requirements, monitor workforce software and adjust staffing according to volume is necessary.
Superior written and oral communication skills; ability to persuasively present and communicate to support business objectives.
Excellent work ethic, leadership skills, interpersonal and organizational skills.
Required Education: Bachelors Degree
Preferred Education: Masters in Data Science
Required Experience: 10+ years in customer support operations with at least 5 years in senior leadership roles.
Proven track record managing large remote teams.
Experience in high-volume, omni-channel contact center environments.
Deep familiarity with Salesforce Service Cloud and working in a remote digital environment.
History of successfully applying workflow automations and AI tools to improve efficiency and performance.
Preferred Experience: Proven track record managing 300+ employee teams (300+ employees preferred).
Deep familiarity with Netsuite, Five9, Cresta, and Clavio.
Tech Stack
Cloud
Benefits
Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
Annual bonus
We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock.
Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.