Head of Customer Operations
Imprint$250,000 - $275,000/year
Full Time
Expert & Leadership (9+ years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Telecommunications, Customer ServiceIndustries
Requirements
The Director, Resolution & Recovery Operations should possess strategic enterprise leadership experience, with a deep understanding of operational insight and omnichannel dynamics. They require strong process optimization skills, including the application of Six Sigma methodologies, and the ability to drive measurable improvements in customer satisfaction, speed to resolution, and operational efficiency. Experience navigating matrixed organizations and influencing at all levels is also essential, along with the ability to execute transformational initiatives in a fast-paced environment.
Responsibilities
This role involves leading the resolution and recovery operations across all customer support channels, serving as a critical recovery layer for escalated issues and fallouts. The Director will drive process optimization using continuous improvement frameworks, define KPIs, analyze data trends, and implement solutions to reduce friction and improve resolution rates. They will collaborate cross-functionally with various departments, oversee internal teams and vendors, manage the operating budget, and provide reporting and executive communication on performance and initiatives.
Skills
Customer Support Operations
Omnichannel Management
Process Optimization
Data Analysis
Six Sigma
Cross-functional Collaboration
Operational Strategy
Customer Satisfaction Improvement
Brightseed
AI platform for discovering health-boosting compounds
About Brightseed
Brightseed discovers beneficial compounds in nature that can enhance human health using artificial intelligence. Their Forager® platform identifies bioactive compounds—small molecules from plants and microbes that positively affect biological functions. They also offer Brightseed™ Bio Gut Fiber, which contains bioactives that support gut health. By partnering with companies, Brightseed provides insights into bioactives and their health benefits, aiming to unlock the potential of these compounds.
San Francisco, CaliforniaHeadquarters
2017Year Founded
$123.8MTotal Funding
GRANTCompany Stage
AI & Machine Learning, HealthcareIndustries
51-200Employees
Benefits
Hybrid work flexibility
Medical, dental, & vision
Unlimited PTO
Life insurance
EAP
401(k) plan
Mental health platform
Employee discounts
Cell phone & commuter costs
Parental leave
Risks
Increased competition from established brands like Centrum in the bioactive market.
Over-reliance on partnerships like Manitoba Harvest could limit market reach.
Regulatory scrutiny poses challenges as Brightseed expands in the health and wellness sector.
Differentiation
Brightseed uses AI to discover bioactives, accelerating discovery from years to months.
Forager® A.I. maps bioactives to health outcomes with unprecedented accuracy and speed.
Brightseed's Bio Gut Fiber is made from upcycled hemp hulls, appealing to eco-conscious consumers.
Upsides
Growing consumer interest in personalized nutrition boosts demand for Brightseed's bioactive products.
Rising gut health awareness increases demand for Brightseed's gut health-focused bioactives.
Regulatory support for bioactives in supplements facilitates Brightseed's market expansion.
Related Jobs
RemoteRemoteVP of Revenue Operations
JasperSalary not specified
- Full Time
- Expert & Leadership (9+ years)
RemoteClinical Escalations Specialist
CatalistSalary not specified
- Full Time
- Mid-level (3 to 4 years), Senior (5 to 8 years)
RemoteAssociate Director, Customer Success - Revenue Recovery
PacvueSalary not specified
- Full Time
- Senior (5 to 8 years), Expert & Leadership (9+ years)
RemoteDirector of Customer Support
SpyCloudSalary not specified
- Full Time
- Expert & Leadership (9+ years)
RemoteHead of Corporate Strategy
UpworkSalary not specified
- Full Time
- Expert & Leadership (9+ years)
RemoteCustomer Support Engineer
VercelSalary not specified
- Full Time
- Junior (1 to 2 years)
RemoteDirector Customer Experience
WorkdaySalary not specified
- Full Time
- Expert & Leadership (9+ years)
RemoteAccount Coordinator, Collections/ Recoveries
Mission LaneSalary not specified
- Full Time
- Junior (1 to 2 years)
RemoteDirector, Support Partner Strategy & Operations
DoorDashSalary not specified
- Full Time
- Expert & Leadership (9+ years)
RemoteHead of Customer Success
VetcoveSalary not specified
- Full Time
- Expert & Leadership (9+ years)
RemoteProcess Excellence Manager
Western DigitalSalary not specified
- Full Time
- Senior (5 to 8 years), Expert & Leadership (9+ years)