Director, Service Operations/Customer Service

About the position

Made In is the leader in the digitally-native kitchen space. We bring Chef expertise and centuries-old cookware manufacturing techniques to craft professional-quality kitchen tools for the home and professional cook. We are backed by some of the best chefs in the world and have been featured in publications and shows such as the TODAY Show, NY Times, Fast Company, Business Insider, and more. To support our rapid growth, we're seeking a Service Operations leader who is responsible for developing and executing a comprehensive strategy to enhance and scale service operations. This role requires a visionary leader who can drive sustainable growth, optimize processes, and ensure exceptional service delivery. The ideal candidate will have a strong background in operations management, strategic planning, and team leadership.

Responsibilities

• Develop the strategic roadmap for the customer service function in support of Made In's strategic objectives
• Use AI to support and scale our service operation - use your deep knowledge of agentic AI and which technologies to use for our brand that has heavy ecom & physical product concentration
• Identify opportunities for growth and scalability, ensuring the strategy is adaptable to changing market conditions and technological advancements.
• Develop and implement processes, workflows, systems and strategies, in order to balance customer satisfaction with departmental efficiency
• Oversee service operations, including hiring, training, developing, and managing customer service agents (internal and external agent team)
• Manage and scale our BPO relationship to ensure consistent customer experience and departmental efficiency
• Own and optimize the KPIs for the service function, most specifically CSAT, first response time and cost efficiency metrics
• Act as an advocate for the customer across the organization in order to create product and process improvements that reduce customer pain points (Voice of Customer)
• Work cross-functionally with departmental leaders in order to achieve shared goals and ensure a consistent brand voice across our service interactions
• Engage our customers in NPS or other means of generating feedback to inform on-going initiatives and priorities

Requirements

• 5+ years managing service operations, supply chain or business operations, preferably for an eCommerce or products business with global sales channels
• Experience hiring and managing high performing teams
• Effective project manager capable of leading initiatives and driving change
• Strategic thinker who can execute against their strategic vision
• Strong communication and data analytics skills
• Familiarity with Marketing and Sales strategies, preferred
• Manage a fast-paced, start-up environment and able to adapt to changing priorities
• Open to giving and receiving constructive feedback
• Authorized to work in the U.S.

Benefits

• Competitive salary
• Stock options
• 401k
• Healthcare benefits (including fertility and family-building care, mental health therapy, teladoc virtual health access along with HSA and FSA plans)
• Free and discounted cookware
• A people-centric workplace with flexible time off
• A vibrant, lively office space in the heart of South Austin which includes our onsite studio kitchen