Customer Operations Manager

Job Description

Who We Are

Woof is building the next great American pet brand - bringing new life to the industry through elegant, intuitive product design. Proudly recognized among America’s fastest-growing CPG companies, Woof is reinventing stagnant sectors to solve real problems for pets and their people.

This is evidenced by our three award-winning product ecosystems - The Pupsicle, BullySafe and Bite n’ Brush - all revolutionizing dog care by providing wellness solutions in a fun and engaging way.

Today, we are experiencing extremely rapid growth, and as such we’re seeking experienced people to take the company to the next level. If you’re passionate about meaningful work, have a bias towards action, and love dogs as much as we do we’d love to have you on our team.

The Opportunity

We are seeking an experienced Customer Operations Manager to own and elevate the customer experience across our wholesale and retail channels. In this critical role, you will serve as the point of contact for assigned customers, ensuring seamless communication, order accuracy, and fulfillment execution. You'll collaborate closely with internal teams and external partners to optimize service, solve problems proactively, and improve operational efficiency.

What You’ll Own

• Maintain strong relationships with assigned customers, buyers, and brokers
• Manage customer orders end-to-end, ensuring accurate EDI processing and manual entries in NetSuite
• Coordinate with sales, supply chain, logistics, and warehouse teams to meet on-time and in-full (OTIF) goals
• Oversee the weekly allocation process to maximize fill rates and revenue
• Communicate clearly with customers regarding order status, shortages, pricing, and replenishment timelines
• Proactively resolve customer issues, disputes, chargebacks, and quality concerns
• Validate and approve all sales orders before fulfillment
• Generate and send invoices, including overages
• Review remittances, rebates, and chargebacks; reconcile with customer POs and advise accounting accordingly
• Identify and implement operational improvements, including cost-saving opportunities
• Generate and send all invoices, including overages, for trade orders.
• Review and validate remittances, rebates, and chargebacks. Reconcile against customer POs and coordinate with Ops and Sales on what needs to be challenged. Provide accounting with clear action items.
• Leverage AI tools (Google Gemini ‘Gems’ and others) to streamline processes and enhance team efficiency

What You’ll Bring to the Table

• 3+ years of experience in wholesale or operations management, ideally in a product-based business
• Strong understanding of inventory management and fulfillment processes
• Proficiency in order and inventory management platforms (e.g., NetSuite, EDI)
• Excellent organizational and communication skills
• Proactive problem-solving mindset and results-driven approach
• Ability to work independently and manage competing priorities in a fast-paced environment

Bonus Points If You Are…..

• Familiar with consumer packaged goods (CPG) or the pet industry
• Experienced with AI tools for operations
• Adept at identifying automation opportunities in customer operations

What We Offer

• Flexible PTO Policy
• Comprehensive benefits package
• Employer sponsored 401K
• Annual compensation range: $70-80k

Equal Employment Opportunity

Woof is proud to be an Equal Opportunity Employer. We are committed to fostering an inclusive, respectful, and productive work environment. Employment decisions at Woof are based on merit, qualifications, performance, and business needs without regard to , , , ancestry, , citizenship, , marital, military and veteran status, , , medical condition, genetic information, , expression, , family status, , or any other characteristic protected by federal, state, or local law. Our commitment to equal opportunity applies to all aspects of employment.