Director of Customer Operations (DTC Supplements)

TL;DR

Director of Customer Operations (DTC Supplements): Lead and evolve a 40+ person global customer service operation with an accent on systems design, team coaching, and KPI enforcement. Focus on implementing scalable frameworks, optimizing ticket flow and performance, and delivering elite execution in high-volume eCommerce.

Location: Remote

Company

High-growth holding company behind one of the fastest-scaling wellness brands serving tens of thousands of customers monthly across Amazon, Shopify, and TikTok Shop.

What you will do

• Manage a global CS team of ~40 agents and 5 Team Leads across internal and BPO structures
• Own end-to-end operations including ticket flow, SOPs, QA, agent performance, retention, and escalations
• Coach Team Leads and agents, creating scalable feedback and accountability frameworks
• Implement systems to improve CSAT, Trustpilot scores, refund rates, and response times using current tools
• Track performance across shifts and regions, surfacing issues proactively
• Deliver consistent KPI reports and updates directly to 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 thinking to build SOPs, training protocols, and dashboards from scratch
• Tactical operator experienced in reviewing tickets and enforcing high standards
• Track record turning around underperforming CS teams or organizations
• Strong communicator with direct, proactive leadership style

Culture & Benefits

• Zero corporate red tape with full autonomy and direct access to founders
• Massive ownership over outcomes in a rapidly growing company
• High-trust culture recognizing results and rewarding great work
• 60+ person team handling 2,000 tickets per day