About This Role

About 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

Requirements

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

Nice to Have

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

Benefits

Health Insurance
Dental Insurance
Vision Insurance
Paid Leave
Sick Leave
Retirement Plan
Professional Development
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

Common Questions

What is the education required for this position?

There are no education requirements for this position.

What does this position pay?

This Director of Operations - MOD BIKES role pays $10,000 to $135,000/Yr.

Is this full-time or part-time?

This job is Full Time.

Where is MOD BIKES located?

MOD BIKES is located at 415 East Saint Elmo Road, Austin, TX