Senior Director, Customer Operations
About Us
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. Driven by our mission to deliver joy to pets and their people, we're proud to operate across California, Arizona, Colorado, Texas, Georgia, North Carolina, Florida, and Virginia. We’re the fastest growing pet health & wellness startup in the country and would love you to join us in building the nation’s beloved pet brand.
Who We Are
We’re a collaborative, high quality team of dog-lovers that solves problems with thoughtfulness, empathy, and speed. We have a big dream: to build a generational company that remakes the pet health & wellness industry nationally. We’re a fun, ambitious group that is working to build something new in pet care. We move with high velocity, collaborate closely, and deliver results faster than anyone in the market. We want your time at Barkbus to be the greatest time of your career. If you’re ready to build the future of pet care with high standards and speed, come on board. We need exceptional people to help us build something new in the world.
About This Role
We’re seeking an experienced Senior Director, Customer Operations to lead and scale our customer-facing operations teams. This role is pivotal in driving revenue growth, ensuring exceptional customer experiences, and supporting our grooming teams with seamless operational execution. You’ll lead a large, remote, and dispersed team—including both domestic and offshore call center employees—through a period of significant growth and operational complexity.
Role & Responsibilities
Leadership & Team Management:
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 leading sub-teams.
Drive a culture of accountability, performance, and continuous improvement with a focus on data-driven decision-making.
Revenue-Generating Booking Operations:
Oversee the Booking Team responsible for filling schedules with new appointments and optimizing revenue.
Manage sub-teams with distinct functions:
Inbound Phone Team: Prioritize answer rate and conversion rate KPIs.
Outbound Engagement Team: Drive call volume, texts, and daily booked appointments.
Inbound Text Team: Optimize response time and conversion rate.
AI Booking Agent Team: Manage and enhance AI effectiveness in converting leads into appointments.
Partner closely with Marketing to optimize lead-to-appointment conversion.
Customer & Groomer Support Operations:
Oversee the Support Teams with specific functions:
Verify online bookings to reduce service refusal rate.
Conduct first-appointment follow-ups to drive 2nd appointment booking rate.
Handle internal scheduling adjustments due to groomer call-outs.
Handle inbound support calls/texts with success measured by answer rate, response time, and CSAT.
Conduct outbound customer recovery calls with success measured by CSAT and churn rate metrics.
Provide day-to-day internal support to groomers.
Cross-Functional Collaboration:
Partner closely with the Sr. Director of Grooming Operations to ensure scheduling and customer support align with field execution.
Collaborate with the VP of Marketing to optimize booking conversion strategies.
Work with the CTO to enhance and scale booking and support systems, including AI tools.
Performance & Growth:
Establish and monitor clear KPIs across all teams, including revenue growth, CSAT, answer rates, and appointment conversion rates.
Identify operational inefficiencies and implement solutions to improve productivity and customer satisfaction.
Leverage data insights to forecast staffing needs, improve scheduling accuracy, and optimize performance.
Drive process improvements and automation opportunities.
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, ideally including offshore teams.
Proven track record of scaling operations during rapid growth, driving both revenue and service excellence.
Strong experience with call center metrics, including answer rate, conversion, response time, and CSAT.
Experience collaborating with marketing, technology, and field operations teams.
Expertise in implementing and optimizing AI or automation tools for booking and support.
Exceptional leadership, coaching, and change management skills.
Data-driven mindset with a focus on continuous improvement.
Compensation & Benefits
Competitive Base Salary: $170K-$190K, based on experience.
Stock options upon required tenure.
Comprehensive medical, dental, and vision insurance.
Retirement Savings Plan to support your future.
Pet Insurance to keep your furry friends healthy.
Monthly cell phone stipend to stay connected.
ClassPass membership to support your fitness and wellness goals.
Equal Opportunity
Barkbus is an equal-opportunity employer who celebrates diversity. Come as you are.
#LI-Remote
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Barkbus is already providing a far better experience for both dogs and their parents. We look forward to finding more ways to elevate that experience and making the service available to more people over the coming years.
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