Customer Operations Manager

1 month ago

Alexandria, Australia Lyka Full time

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Lyka is an Australian founded pet wellness company that’s shaking up an outdated industry and paving the way for happier, healthier pets.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 almost 30 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 200+ pet-obsessed 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 double the average lifespan of dogs and cats by 2050.

The Team

We're on a mission to double the lifespan of our pets, and we need you to help discover the way as the Customer Operations Manager. This will sit within our Business Operations team.

What you'll do:

  • Lead the charge in architecting process and tooling enhancements that will help scale our Customer Care team into its next phase of growth. Your vision will shape the future of customer engagement
  • Unleash the power of automation and AI to elevate our customer experience to unprecedented heights. Get ready to pioneer the future of customer interaction
  • Drive the team's collaborative spirit by redefining our ways of working. From seamless onboarding experiences to invigorating team meetings, you'll ensure that every moment is geared towards success.
  • Take the reins on managing our arsenal of cutting-edge tools and resources, including Front, Aircall, Sociality, and Notion. With your expertise, we'll harness the full potential of these platforms to deliver unparalleled service.
  • Collaborate closely with our internal tech squads to revolutionise our platform, setting the stage for a customer experience like no other.
  • Own the realm of Customer Care metrics, diving deep into SLAs, customer sentiment insights, and beyond. Your knack for analytics will guide us towards the ultimate customer satisfaction experience
  • Craft and refine our Customer Care team's staffing model and rostering strategy, leveraging tools like Deputy to optimise efficiency. With your guidance, we'll assemble the dream team for customer care excellence

Requirements

  • Bring at least 3+ years of experience from world of start-ups or similar environments, with a proven track record in business operations and enablement.
  • Possess a keen eye for analysis, effortlessly gathering, interpreting, and leveraging data to drive strategic decisions.
  • Proficiency in Office tools and an insatiable appetite for learning new systems.
  • Juggle multiple priorities with finesse, executing with a bias towards action. Your project management skills will keep our initiatives on track and on target
  • With exceptional interpersonal skills and emotional intelligence, you're a natural communicator who thrives in diverse stakeholder environments. Your words will paint the narrative of our success story

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 for us improve sustainability practices.
  • Be part of a diverse top talent team, coming from widely different backgrounds and geographies.
  • 12 weeks of paid parental leave for primary and secondary carers, along side 2 weeks of miscarriage leave in the first twenty weeks. We also offer 18 paid weeks to both primary and secondary carers if you have been at Lyka for over two years.
  • Wellbeing assistance & tools to take care of your mental and physical wellbeing so you can do your best work.
  • Flexible working: work from where you get your best work done. We have pet-friendly offices and industrial kitchens in Sydney and Melbourne. Onsite days are required for the beginning.
  • Pupper parent support to care for your furry friends – flexible arrangements for new pets, pet-friendly offices, discounts, and financial allowance for dog training & care to help them live their best life

We are committed to building inclusive and diverse teams

Lyka is an equal opportunity employer devoted to providing a working environment that embraces and values diversity and inclusion. We celebrate diversity, are devoted to creating an inclusive environment for all staff and encourage people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at the time of application.

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