Director, Customer Service

Golden Hippo•El Segundo, CA

4d•$110,000 - $165,000•Hybrid

About The Position

Where A-Players Thrive. We’re an employee-owned, vertically-integrated builder of some of America’s most popular health & wellness brands. With over 1,400 team members across multiple companies, we create best-in-class products that help make the world healthier and happier. Our creative content educates the world on making smarter health choices, while the brands we own generate over $1 billion of revenue annually. 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.

Requirements

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
Bachelors Degree
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

Nice To Haves

Masters in Data Science
Proven track record managing 300+ employee teams (300+ employees preferred)
Deep familiarity with Netsuite, Five9, Cresta, and Clavio

Responsibilities

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

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 $110,000-$165,000, plus bonus potential.