Remote Customer Operations Manager

For uncompromising cat parents who want the best, Kat Kin is revolutionising cat health by transforming the lives of cats through superior nutrition. We’re Europe’s first fresh-cooked cat food, made with 100% human-grade meat, gently cooked and frozen to lock in freshness. As a disruptor in the $185bn pet food market, Kat Kin was founded to challenge the low standards set by the traditional cat food industry, which is worth $50bn globally and is this fastest growing segment in the pet care market.

The concept for fresh food is well established in the US, particularly in Dog, with the Farmers’ Dog surpassing >$1B in sales proving the scale of the opportunity.

Kat Kin is vertically integrated across R&D, manufacturing, sales, and marketing. To date, we've delivered around 35 million fresh meals to over 200,000 happy, healthy cats across the UK. Our team of over 130 spans all locations, including Clerkenwell, London, the US, and our state-of-the-art manufacturing facility in Haverhill, Suffolk. We also have customer service teams in both London and South Africa.

Kat Kin operates a direct-to-consumer (D2C) model supported by a first-class, dedicated customer service team, allowing us to build valuable relationships and foster a passionate customer community. In addition to our eCommerce channel, our Fresh food and Pantry products are also sold through a growing number of select third-party platforms, including Ocado, Amazon, and Pets at Home.

Where the competition cuts corners, catfishes customers, and puts profits over health, Kat Kin puts cat well-being first. No shortcuts. No secret recipes. We’re cutting the fluff, thinking fresh, and channelling hardcore love into industry-wide change. So cats live long and cat parents can love hard without compromise.

We’re all-in for cats, and it shows: our energy will blow you away from day one. You’ll be surrounded by knowledgeable scientists, big creative thinkers, astute business minds, and a whole team of hardcore cat parents. All on a mission to make hardcore love the new standard in cat care – with a fresh take on every product in the cat industry.

As Customer Operations Manager, you’ll own the full post-purchase physical experience — ensuring every order arrives on time, well-packed, and reflective of Kat Kin’s high standards. Sitting within the CX Operations team, you’ll lead initiatives to improve courier performance, packaging, and operational efficiency. You'll work cross-functionally with Fulfilment, Quality, Tech, and external partners, translating customer insights into meaningful improvements.

You’ll also build and lead a growing Customer Operations team, setting a culture of accountability and customer-first thinking. As we scale, you’ll help adapt our delivery experience for new markets. Expect regular travel to our Kitchen in Suffolk to stay close to our fulfilment operation and collaborate on-site.

Team leadership & development

You’ll build and manage a growing Customer Operations team, defining clear roles, setting goals, and fostering a high-performance culture. As a hands-on leader, you’ll coach and support your team to deliver consistently excellent results as the business scales.

Delivery and quality performance

You’ll own the end-to-end physical experience — from when an order is placed to when it arrives — ensuring it’s timely, accurate, and up to Kat Kin’s high standards. This includes improving packaging durability, unboxing quality, and reducing complaints and compensation through root-cause analysis and fixes.

Courier and partner management

You’ll manage key delivery partners like DPD, holding them accountable to performance metrics and leading service improvement initiatives. You’ll also handle courier claims and feedback loops, ensuring partner performance reflects our customer-first standards.

Customer insight and process improvement

You’ll translate customer feedback into actionable improvements across Fulfilment, Tech, and Product, ensuring fast, visible feedback loops. You’ll also support tooling upgrades, automation efforts, and delivery forecasting to streamline operations and enhance service reliability.

International readiness…