Head of Operations (Supply Chain/CX) - Remote

Overview

We are seeking a highly experienced and proactive Head of Operations to optimize our client's customer experience and streamline operations for a 7-figure DTC e-commerce brand.

In Short

• Improve and optimize the overall customer experience across all touchpoints.
• Manage and oversee customer support team (currently 2-3 agents).
• Collaborate closely with suppliers to address operational challenges.
• Identify and resolve operational bottlenecks impacting customer experience.
• Monitor key metrics like chargeback rates and customer return rates.
• Work with suppliers to optimize logistics, including shipping times.
• Proactively identify and address customer pain points.
• Ensure smooth communication between customer support and suppliers.

Requirements

• Proven experience in operations management within e-commerce.
• Strong leadership skills and experience managing teams.
• Excellent problem-solving abilities.
• Experience in logistics and supply chain management.
• Strong analytical skills to monitor and improve key metrics.
• Ability to work collaboratively with various stakeholders.
• Proactive approach to identifying and resolving issues.

Benefits

• Opportunity to work with a dynamic and growing company.
• Remote work flexibility.
• Competitive salary and benefits package.
• Professional development opportunities.
• Collaborative and supportive team environment.