Service Operations Manager

**Who are we?**

Lyka is an Australian founded pet wellness company that’s shaking up an outdated industry and paving the way for happier, healthier pets. Despite medical advancements, animal lifespans are on the decline. Today, the average pet only reaches 37% of their full potential lifespan and statistics have shown us that many suffer from dental disease, cancer, and obesity. Simply put, the status quo is not enough.

As humans, we’ve experienced firsthand the positive impact fresh wholefoods can have on our health and wellbeing, and we believe our furry friends deserve the same. We're on a mission to do just that, starting with nutritionally balanced, wholefood meals delivered direct to doors around Australia. As the world’s most sustainable pet wellness company, we’re putting pets and our planet first - one bowl at a time.

Today, we are proud to share we’ve served 50 million meals to puppers and their parents across Australia, and this is just the beginning. Our vision is to create multiple nutritional products, adding disease prevention meals and supplements, and expand into new markets.

Currently, we have a team of 250+ pet-obsessed people and we're continuing to grow (yes, looking at you). These carefully selected people are dedicated to building the next generation of technology and products to help empower pet parents to take control over their pet’s wellbeing.

To date, we have raised over $60M in funding from venture capital investors and pet industry insiders, who believe in our mission and ability to drive change in a stagnant industry, providing nutrition that nourishes puppers from the inside out.

Are you ready to shake things up and give pets the life they deserve? Come join our pack

**Our Mission**

The time we share with our pets is being cut short. Despite medical advancements, they’re getting sicker earlier. They’re dying prematurely. The industry has it backwards - prioritising treating symptoms instead of addressing the root cause. That’s where we come in.

At Lyka, we take a preventative, holistic and personalised approach to pet care. We look at the full picture, factoring in the diet, lifestyle and environment of each individual animal.

We don’t stop at symptoms, instead we dig for the root cause. We create nutrition plans unique to each pet, because it’s not just about living longer, but living well too.

Our mission is to increase the lifespan of dogs and cats.

**The Opportunity**

Lyka is growing quickly, and no two weeks are the same. Our Customer Care team are on the frontline to our customers, answering enquiries and proactively solving any issues that arise. The team also contribute to process improvements that enhance customer experience.

**Responsibilities**
- Drive the Customer Care team’s cadence and calendar including: team meetings, trainings, etc.
- Manage the Customer Care team’s tools, templates and resources (including knowledge base)
- Manage our Customer Care quality framework to enable our team to deliver world class service to our customers
- Lead process and tooling improvements for our Customer Care team to ready us for our next phase of growth (including exploring automation projects)
- Lead Customer Care metrics, reporting and analytics (examples include: SLAs, insights, customer sentiment, etc.)
- Work with other departments (e.g. Manufacturing and Supply Chain, Research & Development, Product & Engineering) around customer impacts (e.g. delivery issues, product quality) and innovations (e.g. new product launches)
- Live and work in accordance with Lyka’s values and principles at the workplace

**Requirements**:

- 3+ years' experience in a high-growth start-up, or similar environment ideally with experience in service or business operations & enablement (for example, customer operations, sales / revenue operations, etc.)
- Experience managing a small team
- Strong analytical skills with the ability to gather, analyse, and interpret data
- Extremely proficient in Office tools and able to learn new tools / systems
- Strong project management and organisation skills with bias to action and able to handle multiple priorities
- Excellent interpersonal skills and EQ; ability to work with a large range of stakeholders and a natural communicator (verbal and written)
- Must love dogs

**Benefits**
- Work in a fast-growing start-up, experiencing what goes behind the scenes to sustain hyper-growth for a start-up with a physical product
- Growth and Development - Lyka is growing extremely quickly, which means you will have the opportunity to experience different challenges every day and progressively acquire more responsibilities as our facility and team expands. We provide an annual L&D budget for you to continue your personal development.
- Work for a sustainability focused company - we care about the health of our dogs and our planet. We’re proud to be Australia’s only carbon-negative and plastic-negative pet company and we’re always looking at ways fo