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Manager, Customer Happiness Operations at AG1. . Location: Remote - US. . . . . ABOUT US. . At the heart of AG1 lies a commitment to our mission to empower people to take ownership of their health. Since 2010, we've dedicated ourselves to bringing Foundational Nutrition to people around the world.. . Our ethos is deeply rooted in science, with an unwavering dedication to continuous improvement. We leverage and contribute to the latest research to deliver a powerful, straightforward solution for optimal health to our customers. We harness the finest ingredients so that every scoop of AG1 gives you the nutrients you need with the simplicity you want in a daily routine.. . Likewise, our organization puts the same energy into creating an environment that is a reflection of the cultural values that define who we are and how we work together. These seven values— One Spectacular Life, Customer Centric, Radical Ownership, High Performance, Courage, Good Humans and Continuous Improvement—are a representation of the high standards we set, and hold ourselves accountable to, when it comes to building our global team.. . . THE ROLE. . . . As the . Manager, Customer Happiness. . Operations. , you will oversee the daily operations and performance of AG1 global Customer Happiness (CH) teams across multiple regions. Reporting to the Director, Customer Happiness Operations, you will support efforts to deliver outstanding customer experiences through internal teams and BPO partners. You will foster a customer-centric culture, optimize performance metrics, and ensure CH teams deliver service excellence in alignment with the values of AG1.. . In this pivotal role, you will lead cross-functional collaboration, manage escalations, and drive improvements in customer retention and satisfaction. You will also mentor and develop global talent, ensuring smooth operational efficiency. The ideal candidate will possess strong leadership skills and the ability to adapt in a fast-paced, dynamic environment.. . WHAT YOU’LL DO. . Operational Excellence:. . . Lead and manage global Customer Happiness teams to deliver top-tier customer service and exceed performance targets.. . Ensure the consistent implementation of customer service processes and global standards to elevate the customer experience and proactively reduce complaints.. . Implement initiatives that enhance customer retention and satisfaction, aligned with the world-class service delivery vision of AG1. . Track and analyze key performance metrics (CSAT, FRT, AHT) and ensure continuous service level improvements.. . . People Leadership:. . . Mentor and develop CH Ambassadors fostering a positive, high-performing environment.. . Work closely with the Director to ensure strong talent pipelines and leadership development within the CH organization.. . Promote a culture of accountability and recognition to keep team members engaged and motivated.. . . BPO Collaboration:. . . Support the Director in ensuring smooth day-to-day operations of BPO teams and coordinating with BPO  account managers and team leads to follow directives.. . Monitor BPO performance metrics (CSAT, FRT, AHT) and provide feedback to the Director for improvement.. . Partner with the Quality and Training team to ensure adherence to the service quality standards of AG1.. . Serve as the point of contact for operational issues or escalations from BPO teams, resolving them efficiently and escalating complex issues when necessary.. . Work with the Quality and Training team to ensure continuous training and smooth onboarding for BPO ambassadors particularly those focused on high touch customer matters.. . Assist in managing recognition and reward programs, ensuring timely distribution to top performers.. . Monitor BPO attendance and schedule adherence, providing regular updates to the Director and intervening as needed.. . . Cross-Functional Partnership:. . . Collaborate with Operations, Product, and Marketing teams to address customer pain points and ensure feedback is integrated into the broader strategy of AG1.. . Identify and escalate issues efficiently to minimize customer impact.. . Partner with the Director to execute strategic initiatives that improve global customer support scalability and efficiency.. . . Strategic Initiatives:. . . Participate in global projects that enhance customer experience, product knowledge, and ambassador performance.. . Champion innovative technology to enhance customer interactions and improve operational efficiency.. . Implement new workflows and optimize existing processes to improve the customer journey and reduce friction points for the customer.. . . WHAT WE'RE LOOKING FOR. . . 5+ years of experience in customer service, preferably in the CPG industry within the DTC (Direct to Consumer) space.. . Proven experience managing third-party call centers on a global scale.. . Strong track record in handling complex customer escalations with a customer-first mindset.. . Ability to navigate ambiguous situations with confidence and problem-solving skills.. . Excellent collaboration and communication skills. . Strong analytical skills with experience leveraging data to drive decision-making.. . Experience in a high-growth, fast-paced environment is preferred.. . . WHAT’S IN IT FOR YOU?. . . Competitive compensation and performance-based incentive plans.. . A 100% remote working environment (excluding Laboratory positions), which has been implemented from day one.. .  A strong company culture that is enforced through the hiring process to ensure values alignment and a highly collaborative team.. . A mission-driven approach to everything that we do, with an overall goal to significantly improve our customers’ health and wellness.. . A high-growth, dynamic environment with opportunities for your direct impact to be felt.. . Paid holidays, company-wide reset and reflect days, and unlimited PTO (based on your country of residence).. . In-person team meetups for optimal collaboration, team building and accelerating productivity.. . A work environment and culture  that is based on high performance, productivity and continuous improvement. . . The opportunity to work with passionate, high-growth, business-minded colleagues who bring their all to our mission each and every day.. . Access to AG1 products and branded swag. . . Monthly telecom stipend to offset some of the costs of home internet/wifi for eligible team members. . . All other benefits and insurances as required by law, based on your specific country of residence.. .  . . . . AG1 is dedicated to providing equitable and competitive compensation & benefits packages. For this particular role, the base salary range is $87,500.00 - $111,500.00  and will ultimately be decided at the offer stage, based on an individual candidate’s level of skills and experience aligned with the needs of this role. Base salary is one component of total compensation for this position. We provide a competitive mix of base salary, performance bonus, and stock option allocation for eligible roles.. . AG1 is an Equal Opportunity Employer. We are committed to inspiring fulfilling lives, starting with a focus on health and we believe this starts in the workplace. We do this by providing employees with a safe and welcoming work environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where all team members can thrive, feel a sense of belonging, and make a difference in the world together. We do not discriminate based on age, race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, veteran status, disability, or any other status protected by law. We are an equal opportunity employer.. . Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.. . Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.. . Please consult our Privacy Notice (. https://drinkag1.com/privacy. ) to know more about how we collect, use and transfer the personal data of our candidates..