Senior Director, Customer Operations

The Senior Director, Customer Operations at Barkbus plays a crucial role in leading our remote customer-facing teams to ensure exceptional customer experiences and drive revenue growth. Responsibilities include managing a team of over 60 employees across various functions like booking operations, customer support, and AI management. You'll also focus on establishing KPIs, enhancing operational efficiency, and collaborating with other departments to ensure alignment with our objectives.

To qualify for the Senior Director, Customer Operations role at Barkbus, candidates should have a minimum of 12 years of experience in customer operations or call center leadership, with at least two years managing a remotely dispersed team of 50 or more employees. A proven track record in scaling operations during rapid growth and expertise in call center metrics like CSAT and conversion rates are essential.

The Senior Director, Customer Operations contributes to revenue growth at Barkbus by overseeing the Booking Team responsible for filling groomers’ schedules and optimizing service delivery. By analyzing data trends, implementing effective booking strategies, and ensuring high performance across all customer interaction points, this role is pivotal in driving financial success and enhancing the customer experience.

The Senior Director, Customer Operations will manage a large, remote, and dispersed team that currently includes over 60 employees, potentially scaling to hundreds. This workforce spans various functions such as bookings, support, and AI engagement, and requires a dedicated leader skilled in team management and development.

The Senior Director, Customer Operations at Barkbus can expect a competitive base salary ranging from $170K-$190K, stock options, comprehensive health benefits, a retirement savings plan, pet insurance, and a cell phone stipend. Additionally, you'll enjoy perks like a ClassPass membership for your fitness goals and the opportunity to work with a passionate, agile team committed to transforming the pet care industry.

When answering this question, focus on specific examples from your previous roles where you successfully led remote teams. Highlight how you fostered communication, built team cohesion, and implemented performance tracking to ensure goals were met. Emphasize your leadership style, adaptability, and strategies for motivating a diverse workforce.

Discuss your approach to establishing KPIs by aligning them with company goals and customer needs. You could mention historical data analysis, input from team leads, and collaboration with other departments to ensure KPIs are comprehensive and measurable. Include examples of how you’ve adjusted KPIs based on performance insights in the past.

Focus on your ability to analyze customer feedback and data trends to identify pain points. Discuss strategies like implementing new customer support technologies, enhancing employee training, or refining processes to ensure timely and effective support. Mention a specific instance where you've successfully improved CSAT in a previous role.

Share your resources for industry news—think relevant publications, networking with peers, attending webinars or conferences. Explain how you use this information to inform your strategies and decisions in customer operations and adjust your approach based on emerging trends and technologies.

Use a specific example where you successfully scaled operations, detailing the challenges faced and the actions you took to address them. Highlight your problem-solving skills, strategic planning, and how you led your team through this dynamic situation to achieve company objectives.

Illustrate your understanding of technology's impact on customer operations, particularly in optimizing processes and enhancing customer interactions. Discuss specific tools you've implemented in the past, like CRM systems or AI solutions, and explain how these technologies streamlined operations and contributed to business growth.

Talk about strategies such as defining clear expectations, regular performance reviews, and using data to show progress against goals. Share a situation where you promoted accountability and the outcomes it produced, emphasizing the importance of trust and transparency in your leadership style.

Discuss metrics relevant to customer operations that you've observed closely in your previous roles. Include CSAT, NPS, conversion rates, response times, and others that reflect how well the team performs. Justify why these metrics are crucial for driving operational success and customer satisfaction.

Describe your conflict resolution style, emphasizing communication, active listening, and mediation skills. Provide an example of a conflict you've successfully navigated in the workplace, detailing the steps you took to resolve the issue and restore a collaborative environment.

In your response, highlight what types of motivators resonate best with customer operations teams, like recognition, growth opportunities, and performance-related bonuses. Share how you’ve successfully motivated your team in the past and fostered a positive work environment conducive to high productivity.