[Hiring] Manager, Operations & Customer Experience @Rockstar

Role Description

The candidate will own what it feels like to be a customer—end to end. From the moment someone orders to the moment their fridge is stocked and humming. The candidate will be the voice of the customer inside the company—making sure the company is not just meeting expectations, but exceeding them in ways people remember.

This role sits across CX, delivery, inventory, and retail. The candidate will bring order to a system with a lot of moving pieces, raise the bar on service, and use data (and AI) to make things faster, smoother, and more reliable.

The candidate will own CSAT, time to delivery, delivery satisfaction, and cost per delivery. This role reports into the COO.

What You’ll Do

• Customer Experience (CX)
  • Ensure every interaction feels sharp, fast, and thoughtful.
  • Set the standard, then build the systems to hit it—clear dashboards, tight QC, and real visibility into what’s actually happening.
  • Constantly improve the customer experience by spotting friction early, simplifying workflows, and building automations.
  • Choose the right tools and work closely with Product, Ops, and Engineering to roll out changes that customers notice.
  • Look for ways to impress and surprise customers in small, memorable ways.
• Delivery Operations
  • Equip delivery partners to be incredible brand ambassadors.
  • Set a high bar for proactive communications, reliable delivery, and professionalism in homes.
  • Assist in fixing issues when something breaks.
• Inventory, Stocking & Warehousing
  • Ensure the right product is in the right place at the right time.
  • Work with Product and Finance on inventory optimization for speed, cost, and availability.
  • Keep everyone aligned on launch timelines and out of stock risks.
• Retail Operations
  • Keep things running smoothly across retail.
  • Be the first call for merchandising and operations teams.
  • Improve in-store experiences, including operational details like delivery SLAs and inventory syncs.
  • Support promotions and opportunities to activate marketing together.

Qualifications

• 4+ years of work experience in CX, operations, or logistics at a high growth physical goods business.
• Proven track record of obsessively improving the company’s voice and customer value proposition.
• Experience managing 3PLs and external partners.
• Comfortable in data; able to build dashboards and use them to drive decisions.
• Experience evaluating and rolling out tools across CX or operations.
• Clear communicator who can align teams and get things done.
• Scrappy and pragmatic; able to move fast and focus on what matters.

Compensation

• Base salary: $120,000–$150,000, depending on experience and location.
• Includes equity, health benefits, unlimited PTO, and a fully stocked fridge.