Lead the Customer Operations team that delivers pet treatment support and claims experience
Coach the team, set standards and operating rhythm
Build reporting/dashboards, playbooks, training, and escalation paths
Design seamless pet treatment/claims experience across humans, AI, and partners
Partner with Product, Engineering, and Risk/Compliance to improve customer journeys

Experience in a fast-paced, digital, customer-facing environment (high-volume, high-trust, high-standards)
Track record of delivering excellent customer outcomes (e.g., consistently high CSAT/NPS/reviews and fast turnaround times)
Proven people leadership: coaching and building a high-performance team, including confident performance conversations
Strong judgement and empathy in difficult, emotional, or ambiguous situations
Systems mindset: you improve the machine, not just the moment
Comfort collaborating cross-functionally with Product and Engineering (and working well with Risk/Compliance constraints in regulated/high-trust environments)
Experience improving journeys through root-cause analysis and shipping product/process fixes
Strong written communication and ability to set standards through playbooks and examples.

Customer Operations Lead, Claims

Key skills