Head of Business Operations for US DTC Brand - Remote

Overview

The Head of Business Operations will stabilize and optimize backend operations for a fast-growing DTC e-commerce brand focused on delivering high-quality fleece products.

In Short

• Oversee Shopify backend workflows (orders, refunds, payments, fraud handling).
• Ensure stable operations between store, payment providers, logistics, and support.
• Identify inefficiencies and implement automation where possible.
• Manage and optimize global support teams (agents, QA, escalation flows).
• Define SLAs, refund logic, and escalation processes.
• Reduce ticket volume by improving root causes (product, delivery, UX issues).
• Coordinate with suppliers and fulfillment partners.
• Improve delivery timelines, stock visibility, and operational reliability.
• Build and document clear SOPs across operations.
• Drive accountability and follow-through across teams.

Requirements

• Experience in backend business operations within DTC/e-commerce environments.
• Hands-on leadership experience in fast-moving DTC environments.
• Ability to streamline workflows and improve operational efficiency.
• Strong communication skills to act as the operational bridge between teams.
• Proven track record of improving customer support efficiency.
• Experience managing global support teams.
• Skills in identifying operational risks and proposing solutions.
• Familiarity with Shopify and e-commerce platforms.
• Ability to create and document standard operating procedures.
• Strong analytical skills to improve internal tools and reporting.

Benefits

• Work in a fast-growing and innovative company.
• Opportunity to shape operational processes and systems.
• Collaborate with a dynamic and passionate team.
• Flexible remote work environment.
• Competitive salary and benefits.
• Professional development opportunities.
• Be part of a mission-driven organization.
• Engage in a culture of accountability and transparency.
• Contribute to customer satisfaction and operational excellence.
• Make a significant impact on the company's growth.