Remote Customer Operations Manager in Leicester

For uncompromising cat parents who want the best, KatKin is revolutionising cat health by transforming the lives of cats through superior nutrition. We're Europe's first fresh-cooked cat food, made with 100% human-grade meat, gently cooked and frozen to lock in freshness. As a disruptor in the $185bn pet food market, KatKin was founded to challenge the low standards set by the traditional cat food industry, which is worth $50bn globally and is this fastest growing segment in the pet care market.

KatKin operates a direct-to-consumer (D2C) model supported by a first-class, dedicated customer service team, allowing us to build valuable relationships and foster a passionate customer community. In addition to our eCommerce channel, our Fresh food and Pantry products are also sold through a growing number of select third-party platforms, including Ocado, Amazon, and Pets at Home.

As Customer Operations Manager, you'll own the full post-purchase physical experience — ensuring every order arrives on time, well-packed, and reflective of KatKin's high standards. Sitting within the CX Operations team, you'll lead initiatives to improve courier performance, packaging, and operational efficiency. You'll work cross-functionally with Fulfilment, Quality, Tech, and external partners, translating customer insights into meaningful improvements.

You'll also build and lead a growing Customer Operations team, setting a culture of accountability and customer-first thinking. As we scale, you'll help adapt our delivery experience for new markets. Expect regular travel to our Kitchen in Suffolk to stay close to our fulfilment operation and collaborate on-site.

• Team leadership & development: You'll build and manage a growing Customer Operations team, defining clear roles, setting goals, and fostering a high-performance culture.
• Delivery and quality performance: You'll own the end-to-end physical experience — from when an order is placed to when it arrives — ensuring it's timely, accurate, and up to KatKin's high standards.
• Courier and partner management: You'll manage key delivery partners like DPD, holding them accountable to performance metrics and leading service improvement initiatives.
• Customer insight and process improvement: You'll translate customer feedback into actionable improvements across Fulfilment, Tech, and Product.
• International readiness and scaling: You'll help evolve our operations for global growth, adapting delivery models, packaging, and internal processes for new markets.

You bring 3–5 years of experience in CX, fulfilment, logistics, or a similar environment, with a strong track record of improving operational performance and customer outcomes. You care deeply about the customer experience and take pride in delivering quality at every step.

What We Offer:

• Career-defining opportunity: Play a pivotal role in scaling our brand quickly.
• Competitive package: Competitive salary, AXA Health Insurance, including optical and dental coverage, annual personal development budget, company-contributed pension.
• Culture and perks: A small, close-knit team with no egos, 33 days of holiday each year (inclusive of bank holidays) plus your birthday off, 4-week Work From Anywhere (WFA) policy, 12-week maternity/paternity leave policy, up to 2 days WFH (Work From Home) every week, discount on KatKin fresh meals, cat (and dog) friendly office.

Send your CV and brief responses to the following questions to nikki@katkin.com:

• Tell us about a time you uncovered a recurring issue affecting the customer experience. How did you identify the root cause, and what did you do to resolve it?
• Describe a situation where you worked across teams or with external partners to improve an operational process. What challenges did you face, and how did you drive change?
• Share an example of how you've used data or customer feedback to inform a decision or improvement. What was the impact?
• Which brand's physical customer experience has impressed you recently, and why? What would you apply from their approach in a role like this?