Director, Customer Service Full Time NEW

Learn more about our brands.

We’re Looking For A(n): Director, Customer Service

Location: Hybrid (El Segundo, CA and/or Burbank/North Hollywood, CA)

What You’ll Be Doing: The Director of Customer Support leads a large distributed team of customer service professionals delivering omni-channel support (phone, chat, email) for multiple pet food brands within the Salesforce environment. This role requires a data-driven leader who can manage high-volume, campaign-driven customer interactions while fostering operational excellence, implementing intelligent automation, and cultivating an innovative continuous improvement performance culture aligned with maximizing customer satisfaction, brand education, and business growth.

Strategic Leadership & Operations Management

• Direct all customer support operations across phone, chat, and email channels for multiple pet food brands, ensuring consistent service excellence and brand alignment
• Develop and execute strategic roadmaps that balance immediate operational demands with long-term capability building and operational efficiency
• Manage distributed workforce across Utah, California, Georgia, and Texas, optimizing for regional strengths and coverage needs
• Anticipate and plan for volume surges driven by advertising, discount activity, and virtual sales letter campaigns, ensuring appropriate staffing and resource allocation

Data-Driven Performance Management

• Establish, monitor, and optimize key performance indicators including CSAT, first contact resolution, response times, handle times, revenue per contact, and cost per contact
• Build robust reporting frameworks and dashboards that provide real-time visibility into team performance, channel efficiency, and customer sentiment
• Leverage analytics to identify trends, diagnose issues, and uncover opportunities for service improvement
• Translate data insights into actionable strategies that drive measurable improvements in customer experience, sales revenue, and operational efficiency

Automation & AI Implementation

• Champion the adoption of automation and AI tools to enhance agent productivity, reduce repetitive tasks, and improve customer self-service options
• Partner with technology and customer experience teams to implement and optimize Salesforce features, chatbots, knowledge management systems, and workflow automation
• Continuously evaluate emerging technologies and pilot solutions that can deliver meaningful impact on efficiency and customer satisfaction
• Balance automation with human touch, ensuring technology enhances rather than diminishes the customer experience

Cross-Functional Collaboration

• Partner closely with Marketing to understand campaign timing, messaging, and expected volume impacts
• Collaborate with Product and Operations teams to surface customer feedback, identify product issues, and drive resolution
• Work with Training & Development to ensure team capabilities evolve with product launches and changing customer needs
• Engage with Marketing, QA, and Customer Experience to ensure seamless handoffs and a consistent customer journey experience
• Coordinate with IT on system enhancements, integrations, and technical issue resolution

Continuous Improvement Culture

• Foster a mindset of continuous improvement where problems are identified quickly and addressed systematically
• Implement feedback loops that capture insights from frontline agents, customer experience, brand reputation, and QA, and translate them into effective improvements
• Track relevant data and KPI performance trends to appropriately guide improvement effort resources
• Work with and/or lead quality assurance programs that drive coaching, skill development, and service consistency
• Encourage experimentation and learning, creating safe spaces for testing new approaches

Team Leadership & Culture Development

• Build and sustain a positive, enthusiastic, accountable culture that celebrates wins, recognizes contributions, and values team members
• Create transparency around goals, strategies, and performance so everyone understands where we’re going and why
• Address issues directly and constructively, creating an environment where problems surface quickly and are resolved collaboratively
• Maintain high ethical standards in all decisions, especially regarding customer promises, data handling, and team treatment
• Champion the “Customers and pets first” mindset, ensuring quality and integrity drive every interaction
• Move decisively where speed creates advantage while applying rigor to decisions with lasting impact

Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Excellent relational skills and ability to get things done through teamwork, persuasion, and influence.
• Demonstrated diplomacy and patience skills in interacting with consumers and colleagues.
• Proven ability to use data analytics to drive operational, quality and financial performance in accordance with system established goals.
• Technical acumen required to assess software and systems required to support company needs; the ability to identify technical requirements, monitor workforce software and adjust staffing according to volume is necessary.
• Superior written and oral communication skills; ability to persuasively present and communicate to support business objectives.
• Excellent work ethic, leadership skills, interpersonal and organizational skills
• Required Education: Bachelors Degree
• Preferred Education: Masters in Data Science
• Required Experience:
• 10+ years in customer support operations with at least 5 years in senior leadership roles
• Proven track record managing large remote teams
• Experience in high-volume, omni-channel contact center environments
• Deep familiarity with Salesforce Service Cloud and working in a remote digital environment
• History of successfully applying workflow automations and AI tools to improve efficiency and performance
• Preferred Experience:
• Proven track record managing 300+ employee teams (300+ employees preferred)
• Deep familiarity with Netsuite, Five9, Cresta, Attentive SMS and Klayvio

Golden Perks & Benefits

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.

The base salary range is $144,000-$180,000, plus bonus potential.

The posted salary range in this job posting reflects data based on California’s cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote.

Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.

We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

A Note to Recruiting Agencies: At Golden Pet Brands, we handle all hiring through our internal Talent Acquisition team. Occasionally, we might use staffing or recruiting agencies to support our internal team in finding the right candidates. Agencies are not authorized to contact our hiring teams directly to present candidates. Our internal Talent Acquisition team is responsible for all candidate presentations to our hiring managers. Golden Pet Brands will need written approval and a signed agreement before submitting any candidate info for a specific job opening. Without this, we won’t pay any fees for placements. Thank you for your understanding.

Candidate Safety: The safety of our candidates is our highest priority. When looking for a job, please be aware of cyber criminals, fake domains, and fraudulent job offers. Golden Pet Brands recruiters will only contact applicants from our official company e-mail domain, (NAME@GOLDENHIPPO.COM or NAME@GOLDENPETBRANDS.COM) or through our internal Applicant Tracking System, Greenhouse. In addition, Golden Pet Brands recruiters will never send you checks, or ask you to disclose personal financial details. If you receive any suspicious communications regarding an open position or a job offer, please contact Golden Pet Brands directly at safety@goldenhippo.com to verify its validity.

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