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Director of Customer Operations – Fast Growing DTC Brand (Supplements)

Rosabella · Remote · Active · JazzHR / ApplyToJob

Job facts

FieldValue
CompanyRosabella
TitleDirector of Customer Operations – Fast Growing DTC Brand (Supplements)
Normalized title-
Department / team-
Location-
Work modelRemote / Remote
Employment type-
Salary-
Statusactive
ATS providerJazzHR / ApplyToJob
Posted / first seen— / 2026-05-30
Changed / last seen2026-05-30 / 2026-06-18

Related slices

PageWhat it containsOpen
Company jobsActive postings from Rosabella.Open
Company breakdownsRole, location, ATS, and work model facets for this company.Open
ATS provider jobsActive postings observed through JazzHR / ApplyToJob.Open
Provider filtered searchThe same provider as a filtered job collection.Open
Work model jobsActive Remote postings.Open
Lifecycle eventsOpen, update, close, and reopen events for this posting.Open
Original postingCanonical source or apply URL captured from the ATS.Open

Linked records

CompanyRosabella
Sourcee2b5305b-0aa3-4324-bdb9-2e3e335a6232
ATS providerJazzHR / ApplyToJob

Description

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 escalate with no need for micromanagement   Deliver consistent reports and KPI updates directly to the founders   Our Tech Stack: Richpanel (CRM)   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   Agent Output: 80+ tickets/day per agent   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: If you’re an elite operator who thrives on ownership, solves problems without waiting to be asked, and has the hunger to build something world-class, we want to hear from you. This is not a cushy middle management job, this is a builder role for someone who takes pride in running a high-performance team. 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 a remote job opportunity.

Full job record

Job ID628641e37575cc165382e935c29a439be9212140
Org IDecaee6f4-8a59-4803-ba6a-3db2addd79d9
Source IDe2b5305b-0aa3-4324-bdb9-2e3e335a6232
Board IDe2b5305b-0aa3-4324-bdb9-2e3e335a6232
Providerjazzhr
Provider Job Key3XY4Pih97k
TitleDirector of Customer Operations – Fast Growing DTC Brand (Supplements)
Normalized Title—
Statusactive
Activeyes
Location Text—
Department—
Team—
Employment Type—
Workplace Typeremote
Remote Policyremote
Country—
Region—
City—
Salary Raw—
Salary Min—
Salary Max—
Salary Currency—
Salary Period—
Source URLhttps://rosabella.applytojob.com/apply/3XY4Pih97k/Director-Of-Customer-Operations-Fast-Growing-DTC-Brand-Supplements
Apply URLhttps://rosabella.applytojob.com/apply/3XY4Pih97k/Director-Of-Customer-Operations-Fast-Growing-DTC-Brand-Supplements
First Seen At2026-05-30 06:08:27Z
Last Seen At2026-06-18 12:07:14Z
Last Checked At2026-06-18 12:07:14Z
Last Changed At2026-05-30 06:08:27Z
Inactive At—
Source Posted At—
Source Updated At—
Raw Payload Uris3://job-postings-prod-raw-590183727216/raw/provider=jazzhr/board=rosabella/date=2026-06-18/2026-06-18T12-07-10-553Z-bc91a020097e747a82ffd214379fc301041a637b815b50b2e4208347cb694a83.json
Event Fields
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  "last_changed_at": "2026-05-30T06:08:27.258Z",
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Extensions
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Native Structured
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    "heading": "Director of Customer Operations – Fast Growing DTC Brand (Supplements)",
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    "description_html": "<div class=\"job_description\">\n\t\t\t\t\t<p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">About MNY Ventures:</span></span></span></span></span></span><br><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">MNY Ventures is a high-growth holding company behind one of the fastest-scaling wellness brands in the world. In under two years, we&#8217;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&#8217;re hiring a Director of Customer Operations to lead and transform our CS organization into a world-class department.</span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Your Mission:</span></span></span></span></span></span><br><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Lead and evolve a 40+ person global customer service operation, transforming inconsistent performance into elite execution. You&#8217;ll design systems, coach leaders, and set the bar for speed, quality, and customer retention while holding your team accountable to clear KPIs.</span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Responsibilities:</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Manage a global CS team of ~40 agents and 5 Team Leads with L1/L2 structure across internal and BPO agents</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Own end-to-end operations: ticket flow, SOPs, QA, agent performance, retention, escalation</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Coach Team Leads and agents directly, while creating scalable frameworks for feedback and accountability</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Implement systems to improve CSAT, Trustpilot, refund %, and response time with current tools</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Track and enforce performance standards across shifts and regions</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Surface issues and solutions before they escalate with no need for micromanagement</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Deliver consistent reports and KPI updates directly to the founders</span></span></span></span></span></span><br>&#160;</li></ul><p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Our Tech Stack:</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Richpanel (CRM)</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Shopify (DTC)</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Recharge &amp; Checkout Champ (subscriptions)</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Stripe (payments)</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Slack, WhatsApp (team communication)</span></span></span></span></span></span><br>&#160;</li></ul><p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">KPIs You Will Own:</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Trustpilot Score: 4.5+</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">CSAT Score: 4.0+</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">First Response Time: Under 8 hours</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Oldest Ticket: Under 1 day</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Agent Output: 80+ tickets/day per agent</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Refund and Chargeback Rates: Within acceptable thresholds</span></span></span></span></span></span><br>&#160;</li></ul><p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">What We Are Looking For:</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">5+ years leading CS teams of 30&#8211;100 agents in high-volume eCommerce or subscription brands</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Proven success managing internal teams and outsourced BPOs</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Deep systems thinker who can build SOPs, training protocols, and dashboards from scratch</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Tactical operator who personally reviews tickets and holds the team to high standards</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Past experience turning around underperforming teams or CS orgs</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Strong communicator with direct, proactive leadership style</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Relentless problem-solver who takes initiative and moves fast</span></span></span></span></span></span><br>&#160;</li></ul><p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Why Join MNY Ventures:</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Career-defining opportunity to lead a CS transformation from the inside out</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Zero corporate red tape with full autonomy and direct access to founders</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Massive ownership over outcomes in a growing company</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">High-trust culture where results are recognized, and great work is rewarded</span></span></span></span></span></span><br>&#160;</li></ul><p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">This Role is Not for You If:</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">You avoid hard conversations or shy away from accountability</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">You need layers of direction before taking action</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">You want to sit at a strategic level without doing hands-on leadership</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">You get overwhelmed by speed, growth, or changing priorities</span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">You&#8217;d rather manage status quo than drive real change</span></span></span></span></span></span></li></ul><div style=\"list-style-type:disc;\"><p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">How to Apply:</span></span></span></span></span><br><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">If you&#8217;re an elite operator who thrives on ownership, solves problems without waiting to be asked, and has the hunger to build something world-class, we want to hear from you. This is not a cushy middle management job, this is a builder role for someone who takes pride in running a high-performance team.</span></span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">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.</span></span></span></span></span></span></span><br><br><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">This is a remote job opportunity.</span></span></span></span></span></span></span></p>",
    "description_text": "About MNY Ventures:\n 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.\n Your Mission:\n 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.\n Responsibilities:\n Manage a global CS team of ~40 agents and 5 Team Leads with L1/L2 structure across internal and BPO agents\n Own end-to-end operations: ticket flow, SOPs, QA, agent performance, retention, escalation\n Coach Team Leads and agents directly, while creating scalable frameworks for feedback and accountability\n Implement systems to improve CSAT, Trustpilot, refund %, and response time with current tools\n Track and enforce performance standards across shifts and regions\n Surface issues and solutions before they escalate with no need for micromanagement\n Deliver consistent reports and KPI updates directly to the founders\n Our Tech Stack:\n Richpanel (CRM)\n Shopify (DTC)\n Recharge & Checkout Champ (subscriptions)\n Stripe (payments)\n Slack, WhatsApp (team communication)\n KPIs You Will Own:\n Trustpilot Score: 4.5+\n CSAT Score: 4.0+\n First Response Time: Under 8 hours\n Oldest Ticket: Under 1 day\n Agent Output: 80+ tickets/day per agent\n Refund and Chargeback Rates: Within acceptable thresholds\n What We Are Looking For:\n 5+ years leading CS teams of 30–100 agents in high-volume eCommerce or subscription brands\n Proven success managing internal teams and outsourced BPOs\n Deep systems thinker who can build SOPs, training protocols, and dashboards from scratch\n Tactical operator who personally reviews tickets and holds the team to high standards\n Past experience turning around underperforming teams or CS orgs\n Strong communicator with direct, proactive leadership style\n Relentless problem-solver who takes initiative and moves fast\n Why Join MNY Ventures:\n Career-defining opportunity to lead a CS transformation from the inside out\n Zero corporate red tape with full autonomy and direct access to founders\n Massive ownership over outcomes in a growing company\n High-trust culture where results are recognized, and great work is rewarded\n This Role is Not for You If:\n You avoid hard conversations or shy away from accountability\n You need layers of direction before taking action\n You want to sit at a strategic level without doing hands-on leadership\n You get overwhelmed by speed, growth, or changing priorities\n You’d rather manage status quo than drive real change\n How to Apply:\n If you’re an elite operator who thrives on ownership, solves problems without waiting to be asked, and has the hunger to build something world-class, we want to hear from you. This is not a cushy middle management job, this is a builder role for someone who takes pride in running a high-performance team.\n 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.\n This is a remote job opportunity.",
    "jsonld_jobposting": null
  },
  "list_job": {
    "id": "3XY4Pih97k",
    "title": "Director of Customer Operations – Fast Growing DTC Brand (Supplements)",
    "detailUrl": "https://rosabella.applytojob.com/apply/jobs/details/3XY4Pih97k?&"
  },
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