Director of Customer Operations – Fast Growing DTC Brand

Director of Customer Operations – Fast Growing DTC Brand (Supplements) About MNY Ventures:MNY Ventures is a high-growth holding company behind one of the fastest-scaling wellness brands in the world. In under two years, we’ve built a multi-channel supplement business that serves tens of thousands of customers monthly across Amazon, Shopify, and TikTok Shop. With a 60+ person team and rapidly growing support volume (2,000 tickets per day), we’re hiring a Director of Customer Operations to lead and transform our CS organization into a world-class department. Your Mission:Lead and evolve a 40+ person global customer service operation, transforming inconsistent performance into elite execution. You’ll design systems, coach leaders, and set the bar for speed, quality, and customer retention while holding your team accountable to clear KPIs. 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 elevate with no need for micromanagement Deliver consistent reports and KPI updates directly to the founders Shopify (DTC) Recharge & Checkout Champ (subscriptions) Stripe (payments) Slack, WhatsApp (team communication) KPIs You Will Own: Trustpilot Score: 4.5+ CSAT Score: 4.0+ First Response Time: Under 8 hours Oldest Ticket: Under 1 day Refund and Chargeback Rates: Within acceptable thresholds What We Are Looking For: 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 Why Join MNY Ventures: Career-defining opportunity to lead a CS transformation from the inside out Zero corporate red tape with full autonomy and direct access to founders Massive ownership over outcomes in a growing company High-trust culture where results are recognized, and great work is rewarded This Role Is Not for You If: You avoid hard conversations or shy away from accountability You need layers of direction before taking action You want to sit at a strategic level without doing hands‑on leadership You get overwhelmed by speed, growth, or changing priorities You’d rather manage status quo than drive real change How To Apply: To stand out, answer all of the following questions in the application to the best of your ability and highlight how your past experience is applicable to this role. This is not a cushy middle management job, this is a builder role for someone who takes pride in running a high-performance team. This is a remote job opportunity. Describe your most recent customer service leadership role. Team size (agents and team leads)? E-commerce or subscription business? Which platforms and tools did you manage (e.g., Shopify, Recharge, Richpanel)? What were the KPIs you were directly responsible for improving in your last role? What were your target metrics (CSAT, Trustpilot, FRT, refunds, chargebacks, LTV)? How did you monitor and improve them? Have you built or overhauled a customer service team or system from scratch? If yes, briefly describe the process and key results. What is your approach to proactively identifying performance issues within a large team? What systems or processes do you use to catch problems before they elevate? How do you balance quality (CSAT, Trustpilot) with speed (FRT, ticket volume) in your team’s daily operations? What is your experience managing Trustpilot scores review platforms? Have you implemented strategies to negative reviews or improve ratings? \What monthly salary in USD for this full-time role? #J-18808-Ljbffr