MOD BIKES Director of Operations – MOD BIKES Austin, TX · Full time Company website

Apply for Director of Operations – MOD BIKES

Founded in 2018 with limited funding and unlimited passion, MOD BIKES started out in a small shop in Austin, Texas with one big goal: to create the ultimate riding experience. Fast forward to today, and we’re proud to be a brand recognized worldwide — designing electric bikes, accessories, and unique customer experiences that set our brand apart. But we’re not just about bikes — we’re about building lasting relationships. From the first ride to years down the road, our mission is to make sure our riders feel supported, empowered, and part of the MOD family. We’re a small, tight-knit crew powered by good vibes, teamwork, and a “let’s make it happen” attitude. If you’re passionate, curious, and ready to help us turn impossible ideas into everyday wins, then come join us — we’re building something special, and we’d love for you to be part of it.

Description

We're looking for an experienced operations leader to manage our Garage, Support, and Fulfillment departments, reporting directly to our CEO — working directly with each department's manager, not just individual team members. This is a new role for us, so you'll have real room to shape how it's done. You'll be the one who spots what's not working, builds the fix, and makes the tough calls when something needs a decision now. If you're organized, analytical, genuinely good with people, and comfortable owning decisions that affect both the customer and the business, we want to talk to you.

The Teams You'll Be Leading

• Garage — our mechanics build, repair, and service every bike that goes out the door or comes back in for work.
• Support — our customer experience team handles rider questions and issues, creates the help content that gets riders unstuck on their own, and digs into the root cause of recurring problems so they stop happening.
• Fulfillment — our warehouse and purchasing team gets orders packed, shipped, and inventory managed and restocked.

What You'll Do

• Manage our department managers across Garage, Support, and Fulfillment — set expectations, run regular check-ins, and hold the line on performance
• Own hiring for department managers, and stay closely involved in hiring individual employees within those teams
• Build and refine our SOPs — write the processes that make things consistent, efficient, and easier to train on
• Be the final decision-maker on complicated customer and operational issues — using your judgment to find the right resolution for the business and the customer, whether that's a creative fix, a discount, a refund, or something else entirely
• Dig into the numbers — analyze performance across departments and use what you find to actually change how things run
• Be part of the conversation with key vendors and partners — like shipping carriers — helping negotiate terms and strengthen those relationships alongside whoever owns them day-to-day
• Bring in new tools and automations (including AI) to make our departments run leaner and smarter
• Connect the dots between departments — spot where Garage, Support, and Fulfillment overlap or create friction with the rest of the business, and fix it
• Report directly to the CEO, acting as a trusted operational partner on how the business runs day to day

What We're Looking For

• Experience managing managers, not just individual contributors
• An operations background — e-commerce, DTC, retail, or logistics/fulfillment
• Strong analytical skills and genuine comfort working with numbers
• Highly organized, with the ability to hold a lot of moving pieces at once
• Comfortable writing SOPs from scratch, not just following them
• Comfortable talking directly with customers when something escalates that far
• Tech-savvy — able to actually configure and improve the tools and software we use, not just operate them
• Confident making independent judgment calls that balance the customer's experience with the business's interests
• Able to be on-site regularly (this role leads on-site teams)
• A genuine excitement about growing with a growing company, and comfort building something new without a playbook

Bonus Points For 

• Experience rolling out AI tools or automation inside an operations team
• Background in bikes, outdoor gear, or DTC hardware
• Experience helping a team or function scale as a company grows

What We Offer

• Competitive compensation, based on experience
• Medical, Dental, and Vision insurance
• PTO
• Employee discounts on bikes and accessories
• A real path to grow as MOD BIKES grows — this role has room to expand
• A small, tight-knit team that actually listens to your ideas
• Direct reporting line to the CEO, with real influence over how the business runs

Location

This role is based on-site at our Austin, TX shop and warehouse (415 E St Elmo Rd).

How to Apply

Submit your resume and a cover letter telling us why you'd be a great fit for this role.