Operations Manager - MOD Bikes

Job DescriptionJob Description
Summary

Job Title: Operations Manager
Location: Austin, TX (On-site Full-Time)
Job Type: Full-Time, Exempt
Compensation: Competitive salary and Benefits

ABOUT MOD BIKESSince 2018, MOD BIKES has been designing electric bikes that blend style, performance, and personality and we back them with industry-leading support and southern hospitality. We’re growing fast, with plans to expand both nationally and internationally, and we need someone who can help us scale the right way.

We’re a tight-knit, passionate team that thrives on innovation, creativity, and building bikes, accessories, and experiences that put big smiles on people’s faces. We work hard, move fast, and keep things fun.

ABOUT THE ROLEWe're hiring an Operations Manager to serve as the bridge between the CEO and our key operational departments: Support, Fulfillment, Inventory, and Garage/Service. This person will help turn vision into execution and chaos into clean systems. You'll be responsible for keeping everything running smoothly and efficiently while helping each department perform at its best from daily operations to big-picture strategy.

This role is all about elevating the entire operation:

• Improving customer experience and satisfaction
• Making processes more efficient and error-free
• Creating scalable, documented SOPs that support our growth
• Increasing revenue while reducing expenses

WHAT YOU WILL BE DOING:
Leadership Oversight

• Act as the main operational right-hand to the CEO
• Oversee Inventory, Fulfillment, Garage/Service, Support, and Tech Systems
• Manage department heads and cross-functional projects
• Foster alignment between departments to reduce friction and increase efficiency
• Track internal KPIs and report actionable insights
• Work with external contractors as needed and keep budgets on track

Ready to take the handlebars? Apply now and let’s roll.

TO APPLY:Send us your resume in a PDF format and a short cover letter describing your support philosophy and the systems or platforms you've helped build or lead.

Duties

The Problem-Solving DepartmentAt MOD BIKES, we pride ourselves on figuring things out fast. As Operations Manager, you’ll be the go-to person for complex issues across all departments. When a process breaks, a customer issue escalates, or no one else can find the fix, you’re the one they call.

System Workflow Improvements

• Create, fix, and optimize systems and tools for daily operations
• Implement software and automation solutions to improve department workflows
• Set up scalable SOPs that make onboarding new employees simple
• Ensure both physical and digital spaces are clean, organized, and documented
• Build tools that allow departments to measure and improve performance

Customer Support Rebuild

• Lead the redesign of our Support department, including processes, ticketing systems, help center, documentation, and guides
• Own the Help Center, chatbot, and training systems
• Establish service standards for phone, email, and SMS communication
• Develop cross-department workflows for returns, warranties, and exchanges
• Help create support articles and videos with our content team

Inventory Fulfillment

• Support the Inventory Manager with forecasting, procurement, and container tracking
• Help balance stock levels: not too much, not too little
• Maintain clean, accurate product data online and offline
• Improve fulfillment workflows, packaging, and customer delivery experience

Garage / Service Department

• Improve repair queue, service efficiency, and customer satisfaction
• Increase profitability through smarter workflows and clearer processes

Requirements

Key Tools and Platforms you will Oversee:
We’re looking for a true expert, someone who will take full ownership of the platforms that power our customer support and operational infrastructure. You should already be highly proficient or able to quickly master the following tools, ensuring they are optimized, integrated, and fully leveraged across teams:

• Support Ticketing: Freshdesk, Freshchat, chatbot automation tools
• E-commerce: Shopify
• Inventory Management: Stocky
• Fulfillment Shipping: ShipStation
• Project Task Management: Asana
• Internal Communication SOP Documentation:: Slack, Whale, Google Docs
• Reporting Analytics: KPI dashboards, CSAT, SLA monitoring
• Automations: Zapier, Google Script, Google sheets

Experience Leadership

• 5+ years in operations, logistics, or service-based leadership
• Proven track record managing managers and leading cross-functional teams
• Skilled at balancing strategic leadership with hands-on execution

Systems Problem Solving

• Expert at identifying and fixing broken systems quickly
• Naturally self-managed, driven, and solutions-oriented
• Always thinking a step ahead to prevent issues before they arise

Technical Tool Proficiency

• Proficient in Freshdesk, Shopify, ShipStation, Asana (or similar tools)
• Technically inclined with the ability to understand complex mechanical and electrical products
• Highly analytical, resourceful, and organized

Tech-Forward Mindset

• Enthusiastic about AI and automation tools to streamline operations
• Comfortable leveraging technology to improve performance and efficiency

Culture Team Building

• Familiar with e-commerce and D2C operations
• People-first leader who builds happy, high-performing teams
• Warm, approachable, and friendly with the confidence to lead decisively

Nice To Haves

• Experience creating “How-To” video content and support articles.
• Background in supporting consumer hardware or e-commerce.
• Familiarity with bikes and bike mechanics.
• Experience leading and managing remote or offshore support teams
• You own an electric bike (especially a MOD)

Benefits

WHY YOU WILL LOVE WORKING AT MOD BIKES

• Work at one of the coolest e-bike companies in the U.S.
• Be part of a a dynamic, growth-oriented team that values curiosity, effort, and creativity
• Help build and scale from the inside out
• Competitive pay based on experience
• Medical, dental, and vision coverage for Full Time Employees
• Paid time off (PTO)
• Flexible scheduling
• Employee discounts on bikes and accessories

You’ll never be bored and you’ll never stop learning.