Customer Operations Manager

Whatnot
Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. We're building the future of ecommerce, bringing together community, shopping and entertainment. We are committed to our values , and as a remote co-located team, we operate out of hubs within the US, UK, Ireland, Poland, and Germany today.
We're innovating in the fast-paced world of live auctions from fashion, beauty, electronics to collectibles like trading cards, comic books, and even live plants. Whatnot has something for everyone.
And, we're growing. Whatnot has been one of the fastest growing marketplaces and we're hiring forward-thinking problem solvers across all functional areas.

As a Customer Operations Manager, you will partner closely with collaborators across support, trust & safety, fulfillment, product, engineering, and ops to support the implementation of new products, policies, and processes. You have strong leadership, communication, and problem-solving skills. Your scope will include driving ops readiness for new process implementations and/or changes, deeply understanding operational performance metrics, and driving continuous improvement loops that proactively qualify and address customer experience opportunities. Experience in the e-commerce industry and familiarity with marketplace platforms is also beneficial.
In this role you will:

• Design & implement high-impact initiatives that improve the support experience for customers
• Lead a broad range of new product, policy, process, or change management projects to ensure operational readiness
• Constantly improve operational performance by identifying & sizing problems, evaluating available remedies, and driving agreed-upon approaches through to completion.
• Build, define, lead and improve specific KPIs and support metrics
• Turn customer data information into meaningful product, support, and operational improvements
• Be the subject matter expert for the best support practices acquired internally and externally
• Drive continuous efforts to improve support infrastructure and processes
• Work with cross-functional partners (ops, product, engineering) in pursuit of these initiatives
• Own ad-hoc/special projects as they come up

Team members in this role are required to be within commuting distance of our San Francisco, CA, Los Angeles, CA, New York, NY, or Phoenix, AZ hubs.

Curious about who thrives at Whatnot? We've found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.

• Bachelor's Degree
• Minimum 7+ years of experience in consulting, operations, or strategy-related role at a fast-growing startup
• Experience building and documenting efficient processes/SOPs that scale across a large organization
• Advanced analytical competency: expert Excel/Sheets ability, advanced analytics (SQL/Python/Tableau/etc.) experience a strong plus.
• Proven success in relying on data to advise ops/support decisions
• Self-motivated with a strong affinity for strategic problem solving and driving action
• Persuasive written and verbal communication skills across diverse functions and teams
• Experience with process optimization, program management, customer support strategy or quality assurance project ownership
• Experience with customer experience strategy or customer service environment

$165,000/year to $185,000/year + benefits + equity
The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills and expertise. This range is only inclusive of base salary, not benefits (more details below) or equity.

• Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)
• Health Insurance options including Medical, Dental, Vision
• Work From Home Support
• $1,000 home office setup allowance
• $150 monthly allowance for cell phone and internet
• Care benefits
• $450 monthly allowance on food
• $500 monthly allowance for wellness
• $5,000 annual allowance towards Childcare
• $20,000 lifetime benefit for family planning, such as adoption or fertility expenses
• Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
• Parental Leave
• 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.

Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.