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Head of Operations and Customer Experience

OperationsOperationsFull TimeRemoteLeadTeam 1-10H1B No SponsorCompany SiteLinkedIn

Location

Worldwide

Posted

54 days ago

Salary

0

Seniority

Lead

No structured requirement data.

Job Description

Head of Operations and Customer Experience

Paired

Role Description Our client is looking for a Head of Operations and Customer Experience to take ownership of the customer experience after purchase and ensure operational excellence as the business scales. This role is best suited for individuals who thrive in high-ownership environments and are motivated by building systems, solving complex operational problems, and directly impacting business performance. - Own and optimize the post-purchase customer experience, ensuring fast, high-quality, and personalized support. - Identify and eliminate operational inefficiencies that lead to refunds, chargebacks, and customer dissatisfaction. - Build and implement scalable systems and workflows, leveraging AI to improve speed and efficiency. - Lead hiring and development for customer support and operational roles. - Establish and maintain knowledge systems and documentation to support team scalability. - Monitor and improve subscription health and retention performance. - Collaborate with fulfillment partners to ensure consistent delivery performance and customer satisfaction. - Coordinate cross-functionally with marketing and product teams to ensure smooth product launches and backend readiness. - Track and improve key metrics such as refund rate, chargeback rate, and customer satisfaction scores. - Transition the business from reactive issue management to a proactive, system-driven operating model. Qualifications - Proven experience in DTC e-commerce operations, ideally in high-growth environments. - Strong exposure to subscription-based products or retention-focused business models. - Demonstrated ability to identify root causes and implement scalable operational solutions. - Hands-on experience using AI tools and automation to improve workflows and efficiency. - High ownership mindset with the ability to operate independently and make decisive calls. - Strong analytical thinking with a focus on metrics and performance improvement. - Experience managing or building customer support and/or operations teams. - Comfortable working in fast-paced, evolving environments without rigid structure. - Clear communicator who can align cross-functional teams and drive execution. Benefits - Competitive salary. - Full remote flexibility. - Learning and development support. - Regular team offsites and retreats.

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