MNY Ventures · 3 months ago
Director of Customer Operations – Fast Growing DTC Brand (Supplements)
United States
Full-time
Remote
Lead/Staff, Director/Executive
5+ years expMNY Ventures is a high-growth holding company behind a rapidly scaling wellness brand. They are seeking a Director of Customer Operations to lead and transform their customer service organization into a world-class department by managing a global team and implementing effective systems to enhance performance and customer retention.
Retail
Responsibilities
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
Qualification
Required
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
Company
MNY Ventures
51-200 employeesFunding
Current Stage
Growth StageCompany data provided by crunchbase