Service Operations Manager (Remote)

At Meadow, we’re building the next generation of tech-enabled real-world services - we’re transforming deathcare with software, hospitality, and operational excellence.We’ve built the largest cremation provider in Los Angeles in under a year - with glowing reviews, a 90+ NPS, and hundreds of families served each month. Backed by top investors and a repeat founding team with prior public exits, we’re building a category-defining brand in an industry untouched for 70 years.Fast growth: Top 1 in LA within 12 months, expanding rapidly into new marketsMission: Transparent pricing, modern experience, and real care for familiesProven team: Leadership from Stripe, Google, Opendoor, Oscar, a16z, and moreStrong culture: We move fast, own outcomes, and care deeply about families we serveThe Impact of ServiceOur Service Team is the heartbeat of Meadow - the people ensuring every family’s journey is seamless, compassionate, and on point. The team:Supports families from taking their loved one into our care through ashes returned, providing confidence and calm at every step. Translates complex logistics into simple, transparent communication. Coordinates care behind the scenes so every detail happens on time, without families needing to ask. Defines the standard for warmth and reliability in an industry not known for either. What Makes This Role DifferentThis is a true management role. You’ll lead a team of Service Representatives, ensuring every family interaction reflects Meadow’s standard of excellence. You’ll be responsible for people development, daily execution, and operational improvement.Real leadership scope: manage, coach, and grow a high-performing, distributed team serving families nationwide. Build the system: refine how we schedule, measure, and improve quality at scale. Cross-functional impact: collaborate with Sales, Operations, and Tech to continuously strengthen how we deliver care. Mission with meaning: every operational improvement directly affects how families experience one of life’s hardest moments. How You’ll ContributeLead & Develop the TeamHire, onboard, train, and performance-manage the Service team (currently 5+ reps). Assess and evolve team structure, balancing generalist vs. specialist roles and allocating resources effectively. Ensure Operational ExcellenceOversee daily execution and own KPIs tied to family experience (NPS, turnaround, accuracy, issue resolution). Serve as the point of contact for escalated or complex cases, resolving them with composure and empathy. Drive Efficiency & ScalabilityIdentify and lead initiatives to increase team efficiency and quality—partnering with Product on system fixes and implementing process improvements autonomously. Evolve the service playbook as we expand into new markets and service models. What Success Looks likeWithin 3 monthsThe Service team is running smoothly with high engagement and clear expectations. You’ve resolved or simplified several key operational pain points and tightened daily rhythms so work feels calm and predictable. Within 6 monthsThe team has grown and beat targets under your leadership. You’ve clarified roles, evolved the structure for scale, and doubled team size with new team members who ramp quickly and perform confidently. Within 12 monthsTeam productivity and service quality have meaningfully increased, measured in faster turnaround times, higher NPS, and fewer escalations. You’ve built a scalable model by combining strong leadership, improved processes, and thoughtful use of technology. You’re a Great Fit If You…Have 4+ years of experience leading in a customer service or operations function, ideally in a high-touch, digital environment with high hospitality standards. Lead with empathy and structure: you bring calm, clarity, and accountability to fast-moving teams. Are energized by coaching others and seeing them thrive. Have a strong operational backbone: organized, detail-oriented, and metrics-driven. Act with agency: you take ownership, solve problems independently, and improve systems. Believe excellence and compassion can coexist — and should. The Practical StuffRemote: Anywhere in the U.S. Schedule: Mon-Fri, Pacific business hoursTools: HubSpot, Aircall, Slack, GSuite, internal case management systemBenefits: Full medical, dental, and vision insurance, unlimited PTO, 10 paid holidays, $300 home office stipend, and a company-issued laptop. Compensation Range: $80K - $120K