Senior Manager, Global Operations & Support

Where you will make an impact:

• Provide executive oversight of offshore operations, ensuring cultural leadership, high-engagement atmosphere and alignment with U.S. strategy.
• Own day-to-day execution across Underwriting, Pet Verification, Tagging, and Support.
• Grow and manage U.S. operations, driving performance, growth, and integration with international teams.
• Lead, mentor, and hold operational managers accountable to business goals.
• Oversee staffing strategy, workforce planning, hiring, and cost efficiency.
• Partner with QA/Training to enhance onboarding, training, and quality controls.
• Collaborate with Business Ops and Product to streamline workflows and scale processes, as well as with finance on forecasting and cost planning. Drive Support excellence by monitoring KPIs and surfacing insights through BI, analytics, and AI tools.
• Represent Operations in leadership forums to ensure execution aligns with company strategy.
• Travel at least twice annually to regional offices to onboard, align, and connect in person.

We’d love to hear from you if you have:

• 6+ years of experience in Operations or Business Operations, with proven success owning global/remote teams at scale.
• Experience managing multiple teams and managers across geographies.
• Strong proficiency in BI and Analytics tools with the ability to build reports, dashboards, and conduct detailed operational analyses. 
• A data-driven approach, with a demonstrated ability to quickly learn and adopt new tools, particularly AI-driven platforms.
• Strong analytical skills and comfort owning KPIs, dashboards, and operational reporting.
• Demonstrated ability to manage staffing and hiring while balancing cost efficiency and quality.
• Proven ability to scale teams, build processes, and implement training programs.
• Excellent communication skills and ability to work cross-functionally.
•  A self-starter mentality with a scrappy, resourceful approach to solving problems in fast-paced environments.
• Willingness and ability to travel internationally as needed.
• Familiarity with Salesforce, Zendesk, or other ticketing/support platforms.

Nice-to-haves:

• Startup experience.
• Experience working closely with Product and Business Operations teamsBackground in scaling operational teams in tech-enabled services or SaaS companies.

What we offer:

• Location: We operate on a hybrid schedule (4x times in-office per week), with in-office days at our newly renovated NoHo office (when not traveling). 
• Mission-Driven Culture: A collaborative, high-impact workplace where we challenge each other to grow, innovate, and drive meaningful change.
• Competitive Compensation: Competitive base salary + Pre-IPO equity.
• Generous Time Off: We trust our team to manage their own time and workload. That's why we offer a flexible Paid Time Off (PTO) policy, allowing you to take the time you need to rest and recharge. We also observe all company holidays.
• Wellness Perks: Health benefits, 401(k) matching up to 4%, monthly gym stipend, and lunch provided every day.