Community Operations Manager

Community Operations is considered the eyes, ears, voice, and face of Modern Animal. Community Operations Manager designs and develops the company-wide framework to create a customer-obsessed organization that scales effectively, delivers a reliable and consistent experience, and raises the bar of our service standards at every level. This role will report to the Director of Consumer Strategy and Experience and operate at the intersection of Virtual Care, Customer Support, and Product, by deeply understanding our business and processes inside out and effectively driving inputs to create an elevated customer experience. The scope of CommOps includes:

• Develop and operationalize strategic community management mechanisms including but not limited to our Service Standards playbook and Community Guidelines
• Drive actionable insights using quantitative and qualitative methods, such as setting up an all-encompassing customer support tagging system and the Modern Animal Insider Program
• Act as the voice of the customer, raising customer support issues and enabling customer input mechanisms for Product, Growth, Operations, and other teams, to facilitate a robust feedback loop
• Effectively address and resolve customer complaints and escalations in a timely manner in partnership with clinic and Virtual Care leadership
• Manage Modern Animal’s digital presence across third-party platforms, including Yelp, Google Maps, Apple Maps, Apple Store, Google Play Store, etc.

• Serve as the first line of defense for Customer Support and Virtual Care to troubleshoot any technical, quality, and process issues
• Identify opportunities for high-impact process improvements and develop a sustainable, scalable SOP system for remote, hourly employees
• Partner with Product and Engineering to build a product roadmap that supports the needs of Customer Support and Virtual Care teams

• Define success metrics and set short-term and long-term goals for Community Operations, specifically for operational efficacy and customer satisfaction
• Provide program management and deliver updates and reports to Leadership
• Propose headcount planning for Customer Support and Virtual Care teams based on forecasting and thorough analysis

• Minimum 5 years of experience in a high-growth, entrepreneurial environment, with at least 3 years in leading customer service teams or programs
• Demonstrated ability to exercise sound judgment and resolve diverse and challenging customer issues quickly and effectively
• Strong ability to translate business needs to technical specifications and vice versa to bridge the gaps between Virtual Care and our Product/Engineering org
• Highly experienced in leading cross-functional work streams with demonstrated ability to motivate and inspire
• Ability to balance analytical critical thinking with quick decision-making
• Outstanding communication and organizational change skills
• Comfortable with synthesizing data to support the goals of the customer and business
• Based in Los Angeles, or willing to relocate

• Excellent medical, vision, & dental coverage with various options to choose from 
• Free membership to One Medical for primary care
• Access to behavioral and mental health services through Ginger
• 401k savings plan with a company match
• Flexible time off & paid parental leave
• Free membership to Modern Animal for your pets and discounts on extra services
• A collaborative team who has your back and will welcome you as part of our pack