Director of Customer Ops & Experience

Socket.dev; New York (NY); Hybrid; USD 180,000 - 230,000; Full time

Benefits offered by this job

Free health insurance

Competitive compensation

Equity and meaningful equity

Job summary

Trove is building the future of collectibles with a new Director of Customer Ops to establish scalable support operations. You will design tooling, automations, and standards, then hire and lead the frontline team to deliver confident, high-quality experiences for collectors.

You’ll report to the VP of Loyalty and own the end‑to‑end customer operations, partnering with product, engineering, and marketing to translate insights into improvements. NYC presence is required three days per week.

Qualifications

• 7+ years running operations or support functions for a B2C business.
• Experience building operations, trust & safety, or concierge services from scratch.
• Designing systems that start simple and scale without breaking.
• Using AI tooling to automate tactical work that humans don’t need to do.
• Hiring, managing, and developing a frontline team.
• A genuine understanding of the psychology of a collector, ideally because you are one.

Responsibilities

• Build tooling, workflows, escalation paths, quality standards, and reporting.
• Build AI-driven automations that resolve issues before they reach a person.
• Get to the root cause of recurring problems and partner with other teams to remove friction for good.
• Personally handle high value situations and edge-cases where there’s no developed playbook.
• Turn customer insights into prioritized product, operations, and engineering improvements.
• Design reporting that shows what’s driving volume and where the experience breaks.
• Build the trust and safety practices that protect a high-value collectibles marketplace.
• Partner with Retention Marketing on consistent tone and timing across lifecycle and support touchpoints.
• Move quickly, sweat the details, and leave every customer more confident in Trove than they were before.
• Once the foundation is solid: hire, onboard, and manage frontline support

Skills

Ops leadership

B2C experience

Scale systems

AI automation

Frontline team management

Collector psychology

Job description

Trove is building the future of collectibles with a new Director of Customer Ops to establish scalable support operations. You will design tooling, automations, and standards, then hire and lead the frontline team to deliver confident, high-quality experiences for collectors.

You’ll report to the VP of Loyalty and own the end‑to‑end customer operations, partnering with product, engineering, and marketing to translate insights into improvements. NYC presence is required three days per week.