Manager/Senior Manager of Customer Experience Operations

About Pendulum:

Pendulum® is leading a revolution that is occurring around the world to improve physical and mental health by first understanding, then restoring and enhancing the human microbiome. 

Studies have shown that our microbiome (the bacterial communities in and on our bodies) is linked to everything from metabolism and diabetes, to longevity, weight loss, healthy immune systems, cancer prevention, feelings of well-being, inflammatory bowel disease, and even healthy skin.  We have just scratched the surface on understanding the impact that our microbiome has on our lives. During early life we develop a diverse and balanced microbiome that plays a critical role in shaping our long-term health.  Over our lives, a combination of diet, lifestyle, antibiotics, and aging can decrease the effectiveness of our microbiome.

Pendulum recognized the enormous impact they could have on people’s lives if they were able to address the imbalances in the microbiome. To accomplish this, Pendulum created proprietary probiotic pipelines and a  unique discovery platform to identify key, novel bacterial strains and the prebiotics that feed them. The company has also built and developed the world’s first manufacturing technology to produce bacteria in an anaerobic (oxygen-free) environment at scale.

The medical probiotics that Pendulum has formulated have transformed the consumer probiotics market into a new category of therapeutic offerings that deliver the power and efficacy of a pharmaceutical with the safety and accessibility of a natural probiotic. Due to Pendulum’s explosive revenue and customer growth over the last two years, the company  earned a spot on Forbes Magazine’s exclusive “The Next Billion Dollar Startups” list.

If you’re interested in improving the lives of people globally and you love working in a cross-functional, collaborative, inspiring environment, please continue reading.

Position Summary:

Pendulum is seeking a Manager/Senior Manager of CX Operations to own and lead the day-to-day operations of our Customer Experience team. This person will report directly to the Director of Customer Experience and will manage a team of offshore agents and an in-house team of customer service experts. The successful candidate has the strategic capability to measure and improve team performance, a passion for operational excellence, and deep customer empathy. This role requires someone who thrives on ownership, can transform customer insights into actionable improvements, and excels in a collaborative, science-driven environment. We're looking for a strategic thinker and operational powerhouse who can handle the details while keeping sight of the bigger picture.

Responsibilities:

• Manage CX team performance across service channels, ensuring adherence to SLAs
• Lead standups and team meetings to align priorities and coordinate resource planning
• Partner with the Microbiome Care team leader to ensure seamless coordination and escalation between service tiers, maintaining regulatory compliance and supporting the delivery of scientifically accurate, white-glove service for customers
• Analyze CX metrics and customer feedback to identify trends and improvement opportunities
• Partner with cross-functional teams to implement process improvements based on customer insights
• Develop and execute training programs for new and existing team members
• Create comprehensive reporting on team performance and customer satisfaction metrics
• Manage vendor relationships, including our BPO partners and customer service platform providers

The successful candidate will have:

• 5+ years of experience in customer service or customer operations roles
• 2+ years of team management experience (experience with DTC ecommerce and subscription business strongly preferred)
• Experience with customer service platforms like Kustomer, Gorgias, Gladly, or Zendesk
• Strong understanding of customer experience metrics and performance measurement
• Proven track record of driving process improvements and operational excellence
• Exceptional communication skills and ability to translate brand voice and tone into clear, compassionate messaging 
• An analytical mindset with the ability to transform data into actionable initiatives
• Experience with BPO management (preferred)
• A strategic mindset with attention to detail

… while also bringing:

• Excitement to work in a startup environment where flexibility and wearing multiple hats is essential
• Comfort with ambiguity and eagerness to build and refine processes
• Enthusiasm for experimenting with new approaches and technologies

Salary & Benefits

• $120,000 - $160,000
• Medical, Dental, and Vision
• Commuter Benefits
• Life & STD Insurance
• Company match on 401 (k)
• Flexible Time Off (FTO)
• Equity