Operations Lead – Customer Experience & Service Delivery

Operations Lead – Customer Experience & Service Delivery

We are building a premium, full-stack pet care platform where trust, precision, and experience matter more than anything else. This role is at the heart of that mission.

This is not a call-center job.

This is not basic coordination.

This is a high-ownership operations leadership track role where you will command customer experience, service execution, field team discipline, and operational excellence.

You will be trained, challenged, and groomed to grow into an Operations Manager / City Ops Head based on performance.

—> What You Will Own

1. Customer Experience & Communication

• Handle high-emotion, high-trust interactions with pet parents.

• Set correct expectations on service, pricing, timelines, and outcomes.

• Resolve complaints, escalations, and service issues with authority and empathy.

• Drive post-service follow-ups, feedback, retention, and repeat bookings.

• Ensure zero false promises, zero loose ends, zero confusion.

2. Field Team Command (Groomers, Walkers, Vets, Sitters)

• Plan daily schedules, slot allocation, and service routing.

• Enforce punctuality, hygiene, grooming standards, and SOPs.

• Handle real-time breakdowns, delays, and emergencies.

• Build discipline, accountability, and pride in service quality.

3. Process & SOP Excellence

• Run operations through structured checklists and workflows.

• Identify gaps and continuously improve systems.

• Create and maintain SOPs, training material, and quality audits.

• Ensure documentation is leadership- and audit-ready.

4. Revenue & Trust Protection

• Reduce cancellations, no-shows, refunds, and service failures.

• Support upsells, cross-sells, and subscription conversions.

• Maintain pricing discipline and billing clarity.

5. Expense, Procurement & Financial Hygiene

• Manage monthly procurement of grooming consumables and tools.

• Maintain stock registers, audits, and reorder planning.

• Control transportation and logistics expenses with bill verification.

• Govern reimbursements and miscellaneous spends.

• Prepare clean monthly expense, inventory, and variance reports.

6. Founder & Leadership Interface

• Send structured daily and weekly ops reports.

• Present data in proper decks and documents (not screenshots or voice notes).

• Flag risks early and run resolution war-rooms when needed.

—> Who You Are

• High ownership mindset – you treat your domain like your own business.

• Calm under pressure, decisive in chaos.

• Obsessive about quality, closure, and detail.

• Structured communicator – you can present clearly in decks and documents.

• Emotionally intelligent and firm with standards.

• Hungry to grow into a leadership role.

—> Backgrounds that fit well:

Operations, hospitality, healthcare services, logistics, premium service delivery, field-team management, CX leadership.

—> This Role Is NOT For You If

• You want a comfort-zone job.

• You avoid accountability and hard conversations.

• You are sloppy with communication or documentation.

• You cannot quantify your impact.

• You see this as “just support” or “just coordination”.