Remote Customer Operations Manager in Poole

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.

The concept for fresh food is well established in the US, particularly in Dog, with the Farmers’ Dog surpassing >$1B in sales proving the scale of the opportunity. KatKin is vertically integrated across R&D, manufacturing, sales, and marketing. To date, we've delivered around 35 million fresh meals to over 200,000 happy, healthy cats across the UK. Our team of over 130 spans all locations, including Clerkenwell, London, the US, and our state-of-the-art manufacturing facility in Haverhill, Suffolk. We also have customer service teams in both London and South Africa.

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.

Where the competition cuts corners, catfishes customers, and puts profits over health, KatKin puts cat well-being first. No shortcuts. No secret recipes. We’re cutting the fluff, thinking fresh, and channelling hardcore love into industry-wide change. So cats live long and cat parents can love hard without compromise. We’re all-in for cats, and it shows: our energy will blow you away from day one. You’ll be surrounded by knowledgeable scientists, big creative thinkers, astute business minds, and a whole team of hardcore cat parents. All on a mission to make hardcore love the new standard in cat care – with a fresh take on every product in the cat industry.

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. As a hands-on leader, you’ll coach and support your team to deliver consistently excellent results as the business scales.
• 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. This includes improving packaging durability, unboxing quality, and reducing complaints and compensation through root-cause analysis and fixes.
• Courier and partner management: You’ll manage key delivery partners like DPD, holding them accountable to performance metrics and leading service improvement initiatives. You’ll also handle courier claims and feedback loops, ensuring partner performance reflects our customer-first standards.
• Customer insight and process improvement: You’ll translate customer feedback into actionable improvements across Fulfilment, Tech, and Product, ensuring fast, visible feedback loops. You’ll also support tooling upgrades, automation efforts, and delivery forecasting to streamline operations and enhance service reliability.
• International readiness and scaling: You’ll help evolve our operations for global growth, adapting delivery models, packaging, and internal processes for new markets while ensuring consistency, quality, and customer satisfaction remain at the core.

Experienced and customer-obsessed: 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.

Data-driven and detail-focused: You’re confident using data and feedback to spot patterns, solve problems, and guide decisions. Highly organised and detail-oriented, you thrive in fast-paced environments and know how to prioritise without dropping the ball.

Hands-on and solutions-led: You stay close to the work, whether resolving a delivery issue, refining packaging, or diving into complaint trends. You lead by example and aren’t afraid to roll up your sleeves to get things done.

Strategic and scalable thinker: You balance short-term fixes with long-term improvements. You know how to zoom in on daily issues and zoom out to plan for growth, including adapting processes for international expansion.

Collaborative team leader: You’ve managed individuals or small teams before, with a focus on clear goals, feedback, and development. You work well across teams and with external partners, and you're skilled at turning ideas into action through strong communication and buy-in.

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.