Customer Operations Manager
Pet Express Animal TransportHawthorne, CAa month ago
Pet Express is a Californian based Pet Relocation Company with offices in Los Angeles and San Francisco. Pet Express organizes and assists with international and domestic relocation of thousands of pets each year. We specialize in reuniting families, caring for pets and completing all administration tasks related to pet travel. We are looking for an enthusiastic, experienced individual to lead our growing team in LA.
Role Responsibilities:
  • People leadership of the Operations team located in both Los Angeles and San Francisco;
  • Responsible for the efficient allocation of work for operational attention and adherence to company policy when working on file milestones;
  • Stakeholder engagement with key external representatives from airlines, government agencies, veterinary clinics and industry bodies;
  • To assess and review the effectiveness and compliance of the day to day management and running of Pet Express’ business;
  • Plan and schedule workload for Pet Handlers and Operations team to meet workload requirements whilst ensuring cost considerations;
  • Identify and work towards repeatable solutions for disruptions to customer timelines;
  • Liaise with customers who may have been disrupted and close out in a responsive, fair and transparent manner.
  • To liaise with Managing Director about any stakeholder issues and other relevant business matters;
  • To represent Pet Express at relevant industry functions and conferences;
  • To ensure responsive and appropriate action to staff performance, disciplinary and other staff management matters.
  • Leadership - Proven experience leading teams in a service focused industry
  • Relationships - Proven ability in providing high quality solutions for customers while building strong relationships
  • Communication – Ability to communicate professionally with customers, suppliers and colleagues in both verbal and written correspondence
  • Travel – Exposure to travel and/or logistics backgrounds
  • Business management - Extensive experience in managing business operations
  • Computer literacy – Excellent computer skills with familiarity of booking software and Microsoft Office programs
Core Traits and Competencies
  • Exceptional leadership;
  • An ability to motivate staff to achieve the company’s goals and embrace the company’s core values and trademark behaviors within a strong team setting;
  • Ability to engage numerous stakeholders with understanding and exposure to Australian culture and custom;
  • Self-management and self-motivation;
  • Attention to detail - like serious attention to detail!;
  • Outstanding communication and proficiency;
  • Experience with travel and pet care - must be a pet lover;
  • Strong business acumen;
  • Exceptional customer and commercial client focus;
  • Highly developed problem solving, conflict management and negotiation skill ability;
  • Results driven.
Submit your application via Indeed and learn more about us at:
Salary will be dependent upon successful candidate qualifications and experience.
Thank you for your interest!
Job Type: Full-time
Pay: $70,000.00 - $90,000.00 per year
  • management: 5 years (Required)
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