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Head of Operations – Retention, DTC Health Wellness
Location
Brazil
Posted
43 days ago
Salary
0
Seniority
Lead
Job Description
Head of Operations – Retention, DTC Health Wellness
Paired
• Own and improve the post-purchase operation end-to-end, from fulfillment to issue resolution • Identify root causes of refunds, delivery issues, and churn, then fix them at the system level • Build scalable processes, SOPs, and automations (AI where useful) to reduce manual work and errors • Ensure consistent delivery performance by managing 3PLs and operational partners • Track and improve core metrics: refund rate, chargebacks, delivery success, retention • Lead and structure the support and operations team to scale efficiently • Drive a shift from reactive firefighting to proactive, system-driven operations
Job Requirements
- Experience in DTC e-commerce with physical products
- Hands-on ownership of:
- fulfillment / logistics / 3PL
- returns, refunds, or delivery issues
- Proven track record of:
- reducing refunds OR
- improving delivery performance OR
- fixing operational issues that impacted customer experience
- Strong plus:
- Experience in subscription-based businesses
- Experience in health, wellness, or supplements
- Experience working cross-functionally with CX/support teams
- Hands-on experience using AI tools and automation to improve workflows and efficiency
- Soft skills:
- Demonstrated ability to identify root causes and implement scalable operational solutions
- High ownership mindset with the ability to operate independently and make decisive calls
- Strong analytical thinking with a focus on metrics and performance improvement
- 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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