Manager, Operations & Customer Experience

Job Description

Rockstar is recruiting for an innovative company that launched in 2023 with a drinks fridge that reimagines drinks storage as high-end furniture, powered by an AI Sight System that allows users to see inside from their phone. This company's collectible colors have sold out multiple times and it has been featured by major publications. The team is expanding beyond drinks fridges to build appliances that make everyday moments warmer.

About the Company

The company launched in 2023 with a drinks fridge that reimagines drinks storage as high-end furniture, powered by an AI Sight System that lets users see inside from their phone.

Its collectible colors have sold out 7+ times. It has been featured by Dwell, The Wall Street Journal, Food & Wine, Men’s Journal, TIME, and more.

The company is expanding beyond drinks fridges to build appliances that make everyday moments warmer.

The Opportunity

The candidate will own what it feels like to be a customer—end to end. From the moment someone orders to the moment their fridge is stocked and humming. The candidate will be the voice of the customer inside the company—making sure the company is not just meeting expectations, but exceeding them in ways people remember.

This role sits across CX, delivery, inventory, and retail. The candidate will bring order to a system with a lot of moving pieces, raise the bar on service, and use data (and AI) to make things faster, smoother, and more reliable.

The candidate will own CSAT, time to delivery, delivery satisfaction, and cost per delivery. This role reports into the COO.

What You’ll Do

Customer Experience (CX)

The candidate will make sure every interaction feels sharp, fast, and thoughtful. They will set the standard, then build the systems to hit it—clear dashboards, tight QC, and real visibility into what’s actually happening.

They will be constantly improving the customer experience. They will spot friction early, simplify workflows, and build automations. They will choose the right tools, and work closely with Product, Ops, and Engineering to roll out changes that customers notice.

And they will not lose the magic. They will look for ways to impress and surprise people—in small, memorable ways—and turn every interaction into something customers rave about.

Delivery Operations

The company's delivery partners are an extension of the brand, and the candidate will equip them up to be incredible brand ambassadors. They will hold them to set a high bar of proactive communications, reliable delivery and professionalism in homes. When something breaks, they will roll their sleeves up with them to fix it.

Inventory, Stocking & Warehousing

The candidate will make sure the right product is in the right place at the right time. They will work with Product and Finance on where inventory should go, optimizing for speed and cost and availability. They will keep everyone aligned on launch timelines and out of stock risks so the company never overpromises to the customer.

Retail Operations

The candidate will keep things running smoothly across retail. They will be the first call for merchandising and operations teams, always thinking through ways to improve in-store experiences: from nailing the operational details like delivery SLAs and inventory syncs, to supporting promotions and opportunities to activate marketing together.

Who You Are

4+ years of work experience in CX, operations, or logistics at a high growth physical goods business

The candidate has owned real metrics (CX, fulfillment, or both) and has a proven track record of obsessively improving the company’s voice and customer value proposition every single day.

Experience managing 3PLs and external partners

The candidate is comfortable in the data. They build dashboards and use them to drive decisions

The candidate has evaluated and rolled out tools across CX or operations, and knows the difference between what sounds good and what actually works.

The candidate communicates clearly and brings people along. They can align teams, cut through noise, and get things done.

The candidate is scrappy and pragmatic. They move fast, focus on what matters, and don’t overcomplicate things.

Compensation

Base salary: $120,000–$150,000, depending on experience and location.

Includes equity, health benefits, unlimited PTO, and a fully stocked fridge.