Company:
David creates tools to increase muscle and decrease fat. Our first product is a protein bar. More broadly, David is a platform to develop high-protein, low-calorie, blood-sugar-friendly foods that are craveable.
This is a compelling opportunity to be a part of an exciting new food brand as we operate within a critical growth stage. David is led by CEO Peter Rahal, the Cofounder and Former CEO of RXBAR ($600M exit to Kellogg in 2017). We have strong aspirations to become the most popular high-protein bar in North America and beyond.
Role and Responsibilities:
The Customer Operations Manager will oversee and elevate David’s customer experience by leading our outsourced Service Team, improving operational procedures, and fostering a customer-first culture. Reporting to the Director of Customer Experience, this role will ensure every customer interaction—across DTC, social, and wholesale—reflects our values and builds lasting relationships.
While many companies view Customer Service as a cost center, we see it as a strategic differentiator that drives long-term loyalty. Creating delighted customers is a core part of our growth strategy. In fact, every new employee at David begins their journey by training with the Service team before stepping into their full-time role.
- Team Leadership: Manage, coach, and upskill a team of 10+ outsourced customer service agents, ensuring high performance and engagement.
- Operational Excellence: Define and implement robust operational procedures that optimize efficiency, quality, and consistency in service delivery.
- Complex Issue Resolution: Handle escalated cases, providing solutions that reflect empathy and customer-first principles.
- Knowledge Base Development: Build and maintain a comprehensive knowledge base to empower agents and enhance service delivery.
- Capacity & Quality Management: Ensure sufficient team capacity to maintain low response times while delivering exceptional service.
- Training & Development: Design and lead training programs to continually elevate team skills and maintain a differentiated level of service.
- Cross-Functional Collaboration: Work closely with Growth & Marketing, Supply Chain, and R&D/Product teams to identify and proactively address potential customer issues.
- Analyse new opportunities: Identify gaps, friction points, and opportunities across the customer journey, turning insights into scalable solutions.
What you’ll bring:
- Business Acumen & Drive – Self-starter with strong judgment and a passion for delivering exceptional customer experiences.
- Adaptability – Learns quickly, embraces challenges, and fosters a collaborative team environment.
- Customer-Centric Mindset – Proactive problem-solver with a deep commitment to continuous improvement and customer satisfaction.
- High Ownership & Attention to Detail – Takes initiative, follows through, and brings a sharp eye to execution.
- Intellectual Curiosity – Quick learner with strong problem-solving skills and a drive to figure things out.
- Low Ego, High Drive – Humble, self-aware, and motivated by a shared mission.
- Mission Alignment – Excited to help build an early-stage CPG company focused on creating tools to increase muscle and decrease fat.
Practicalities:
- This is a full-time, in-office role based in New York City. We work onsite five days a week — when the culture fits, it is fun to be in the office together.
- Salary: $100 - $140K per year, inclusive of cash bonus based on attainment of company targets.
- Company equity opportunity on top of cash compensation.
- 100% covered Health, Vision, Dental Insurance.
- 401(k) with 4% match.
- Additional perks, such as covered gym expenses.
- Substantial and required PTO.
Application Process:
- Applications will be evaluated on a rolling basis.
- The target start date for this role is in May 2025.
