• Lead the rhythm of business for Support leadership • Drive the strategy and build for 0 to 1 programs and other Key Initiatives • Own the customer lifecycle intelligence layer • Lead AI and automation strategy for Support • Own planning and forecasting • Build performance management infrastructure • Serve as the cross-functional operator for Support

• Planejar, modelar e executar testes funcionais e de integração em sistemas Web, Mobile, APIs e batch. • Definir e implementar estratégias de testes funcionais, garantindo cobertura de requisitos. • Desenvolver e manter cenários e casos de teste, alinhados às metodologias ágeis (Scrum, Kanban, BDD, TDD). • Documentar e mapear transações de serviços, fluxos de aplicações e rotinas críticas. • Criar e gerenciar massas de dados para testes funcionais. • Apoiar atividades de homologação junto a usuários e áreas de negócio. • Analisar e registrar falhas, criando base de erros conhecidos. • Gerar relatórios especializados de execução e monitoramento de testes. • Atuar em laboratórios de automação bancária, validando interfaces, autoatendimento e aplicações críticas.

• Responsible for providing assistance, coaching and training to staff members, including new hires. • Support and assist the Team, the Supervisor and Management with complex inventory and issue resolution. • Responsible for all aspects of the billing, follow-up and collection activity for all payers. • May maintain a large dollar inventory desk or complex accounts as well as serve as just-in-time staffing, working inventory for team members that may be absent or backlogged. • May assist with special projects assigned by management, including acting as a point of contact for internal operational questions. • Work independently as well as work closely with management and team to take appropriate steps to resolve an account. • Perform duties as assigned in a professional demeanor, which include interacting with insurance plans, patients, physicians, attorneys, and team members as needed. • Have basic computer skills to navigate through the various system applications provided for additional resources in determining account actions. • Access payer websites and discern pertinent data to resolve accounts. • Utilize all available job aids provided for appropriateness in Patient Accounting processes. • Document clear and concise notes in the patient accounting system regarding claim status and any actions taken on an account. • Maintain department daily productivity goals in completing a set number of accounts while also meeting quality standards as determined by leadership. • Identify and communicate any issues including system access, payor behavior, account work-flow inconsistencies, or any other insurance collection opportunities. • Provide support for team members that may be absent or backlogged. • Conduct high-level problem solving with a focus on compliance and Revenue Cycle. • Assist with training and development of new hires and subsequent training needs. Provide assistance, coaching and training to staff members. Provide enhanced training and assist staff with techniques to increase production, quality and collections. Participate in the new hire peer interviewing process Attend various conference calls, webinars or advanced training to provide assistance to the team members. Respond timely to emails and telephone messages from the staff, management and the client. • Assists with special projects as assigned; documents findings and communicates results. Assist management in keeping projects on track for timely delivery. Report the flow of day-to-day operations and the impact of daily challenges for supervisor review. • Utilizes high level problem solving, with a focus on compliance, in an effort to seek out and identify system and operational issues. Identify chronically recurring problems and provide creative solutions to Leadership and business partners. • Recognizes potential delays and trends with payors such as corrective actions and responds to avoid A/R aging. Escalates payment delays/ problem aged account timely to Supervisor. Work required reports (daily, weekly, monthly). Research each account using company patient accounting applications and internet resources. Conducts appropriate account activity on uncollected balances with contacting third party payors and/or patients via phone, e-mail, or online. Updates plan IDs, adjusts patient or payor demographic/insurance information, notates account in detail, and solves recoup issues. Request additional information from patients, medical records, and other needed documentation upon request from payors. Reviews all existing documentation including but not limited to UB, IB, Explanation of Benefits (EOB), and Managed Care Contracts to verify claim balance calculation; ensures integrity in supporting documentation. Verifies in system that accounts have been adjudicated correctly once settled. If needed, adjust accounts per Legal request. Identify billing or coding issues and request re-bills, secondary billing, or corrected bills as needed. Take appropriate action to bring about account resolution timely and open a dispute record to have the account further researched and substantiated for continued collection, including completion of technical appeals. Maintains desk inventory to remain current without backlog while achieving productivity and quality standards.

Role Description We're looking for a Senior Operations Manager who takes ownership of our entire operations function - from Supply Chain and Fulfillment to Customer Support and operational excellence. You won't join to maintain existing processes. You'll join to improve them. We expect someone with a true ownership mentality - someone who can: - Step into the business and build a complete understanding of our operations within the first two weeks. - Proactively identify opportunities to save time, reduce costs, and improve efficiency. - Take ownership of implementing those improvements. You'll work directly with the Founder, own day-to-day operational decisions, and build scalable systems that support the next stage of Purefemm's growth, including new product launches and international expansion. If you enjoy creating structure from complexity, think like a business owner rather than an operator, and want to have a direct impact on building one of Europe's leading subscription brands in women's health, we'd love to hear from you. Qualifications - 3+ years of Operations experience in a DTC E-Commerce business. - Proven hands-on experience managing Supply Chain and 3PL fulfillment operations. - Experience leading Customer Support operations or Customer Support teams. - Strong ownership mentality—you proactively build understanding, identify problems and drive solutions independently. - Strong analytical skills with experience working with spreadsheets, COGS models and operational reporting. - Experience with Shopify and operational tools such as ClickUp (or Notion) and Gorgias (or Zendesk). - Experience working with suppliers, logistics partners and operational processes across the DACH region. - Ability to work independently without micromanagement. - Fluent English is required. German is a strong plus. Requirements - Experience in subscription commerce (Loop, Recharge or similar). - Experience in Health, Supplements or Beauty. - Finance experience including bookkeeping, cash flow, COGS or variance analysis. - Experience managing multi-country operations across Europe. - Knowledge of EU or Polish VAT compliance. - Experience supporting US market operations. - Project management background (PMP, Scrum or similar). - Experience with M&A or operational due diligence. - Familiarity with AI tools and workflow automation platforms. Benefits - 100% Remote – Work from wherever you're most productive. - Flexible Working Hours – We care about results, not office hours. - Long-Term Partnership – We're looking for a long-term freelance partner (12+ months), not a short-term contractor. - High Ownership – You'll own key operational decisions and have a direct impact on how Purefemm scales. - Direct Collaboration with the Founder – Fast decision-making, short communication paths and no unnecessary hierarchy. - Freedom with Responsibility – You'll have the autonomy to improve processes, implement your ideas and drive meaningful change. - Real Business Impact – Your work will directly influence customer experience, operational efficiency and the long-term success of the business. - Competitive Monthly Retainer – Based on your experience, ownership and track record. - Build with Us – Join us at an exciting stage and help shape one of Europe's leading subscription brands for women's health. Company Description Time to Hire is a boutique recruitment partner for companies that value precision, speed, and exceptional talent. We specialize in tech, e-commerce, and digital roles — connecting ambitious businesses with people who elevate performance and drive lasting growth.