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, weve 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), were 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. Youll 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 30100 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

• Youd rather manage status quo than drive real change

How to Apply: If youre 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.