Full-Time Senior Director Customer Ops
Barkbus is hiring a remote Full-Time Senior Director Customer Ops. The career level for this job opening is Senior Manager and is accepting USA based applicants remotely. Read complete job description before applying.
Barkbus
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About Barkbus: Barkbus is the nation's premier mobile dog grooming company. We are dog-loving creatives, operators, technologists, and entrepreneurs taking a Silicon Valley startup approach to disrupt and modernize the fragmented legacy pet grooming industry.
Who We Are: We are a collaborative, high-quality team of dog-lovers solving problems with thoughtfulness, empathy, and speed. We are working to build something new in pet care.
About This Role: We are seeking an experienced Senior Director, Customer Operations to lead and scale our customer-facing operations teams.
Role & Responsibilities:
- Lead and scale a remote/dispersed team of 60+ employees (potentially scaling to hundreds) across booking and support functions.
- Build, develop, and mentor a high-performing team of managers.
- Drive a culture of accountability and continuous improvement.
- Revenue-Generating Booking Operations: Oversee the Booking Team, managing sub-teams (Inbound Phone, Outbound Engagement, Inbound Text, AI Booking Agent) optimizing KPIs.
- Customer & Groomer Support Operations: Oversee the Support Teams, focusing on reducing service refusal rate, improving second appointment bookings, and handling internal scheduling adjustments.
- Cross-Functional Collaboration: Partner closely with the Sr. Director of Grooming Operations, VP of Marketing, and CTO.
- Performance & Growth: Establish and monitor KPIs (revenue growth, CSAT, answer rates, etc.), identify operational inefficiencies, and drive process improvements/automation.
Qualifications & Experience:
- 12+ years of experience in customer operations, customer success, or call center leadership.
- 2+ years managing a remote, dispersed call center team of 50+ employees.
- Proven track record of scaling operations during rapid growth.
- Experience with call center metrics (answer rate, conversion, response time, CSAT).
- Expertise in implementing and optimizing AI/automation tools.
Compensation & Benefits:
- Competitive Base Salary: $170,000-$190,000
- Stock options
- Medical, dental, vision insurance
- Retirement savings plan
- Pet insurance
- Monthly cell phone stipend
- ClassPass membership