We combine our passion for puppies with a commitment to excellent service and delivering unconditional love in an empathetic, thoughtful, and expert way. Our team works closely with a national network of carefully vetted breeders to ensure that our customers can find their perfect puppy, and that the puppy arrives at their door ready to love and be loved.

Our culture is fun and focused on constantly improving our ability to serve and support each other, our customers, our breeder partners, and of course, our puppies. While we share a passion, we also embrace differences. In hiring we are an equal opportunity employer that considers all qualified applicants equally, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. Finally, we don’t take our leadership position for granted. We are committed to being the best in the business, at being the perfect puppy people.

*PuppySpot is a fully remote company. We allow employees to work from anywhere nationwide

Overview:

Reporting into the VP of Marketplace Operations, as Operations Program Manager (Sr), you will be responsible for the entire experience post purchase for customers including strategy, KPI management, process optimization and vendor management. You will also be responsible for process improvement and automation within Customer Experience including optimizing processes, project managing, working with product and tech to automate and managing the BPO relationship across all operational business units.

Our ideal candidate is a hands-on problem solver who excels at combining analytical thinking with operational efficiency. This person thrives on taking initiative, diving deep into business challenges, has a background in building or optimizing processes, excels in cross-functional projects and has a proven ability to see projects through to completion with measurable impact.

Responsibilities:

Monitors and analyzes key operational metrics daily, identifying trends, fluctuations, and root causes to provide actionable insights that inform business decisions
Oversees and drives operational strategy, ensuring alignment with company objectives and long-term growth plans
Evaluates internal operations to identify areas for improvement, leading initiatives aimed at enhancing cost-efficiency and process effectiveness through process optimization, process mapping and automation projects, applying methodologies such as Lean or Six Sigma to reduce costs and other operational metrics
Standardize and document processes to ensure scalability and consistency. Drive adoption of new initiatives through effective communication and training
Communicates effectively with internal and external stakeholders to ensure alignment with organizational goals and objectives

Requirements:

2-5+ years of operations, consulting, or strategy-based roles
Comfortable in dynamic environments and adaptable to change
Strong problem-solving skills and ability to anticipate issues
Ability to influence without authority across multiple stakeholders
Excellent communication skills, both written and spoken
Self-driven with initiative to implement solutions
Analytical mindset with a focus on data-driven decision-making
Proficiency in data analysis and performance metrics
Experience implementing repeatable processes and driving automation or standardization
Flexibility to work weekends and holidays depending on business needs
Experience working cross functionally with tech teams
MBA Preferred
Excel proficiency, SQL a plus