This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.

Our client is a rapidly growing direct-to-consumer (DTC) ecommerce company operating across multiple consumer packaged goods (CPG) brands within the wellness space. The business manages a fast-moving operational environment spanning customer experience, fulfillment, marketing, backend systems, and operational infrastructure, and is seeking a highly detail-oriented operator to help streamline and scale the organization.

Location

Fully Remote | 9 AM - 5 PM EST

Role Overview

The Senior Operations Manager will oversee and optimize customer service operations, fulfillment coordination, and operational systems across a rapidly growing ecommerce company.

This role will serve as a highly hands-on operational leader responsible for managing the customer service function, coordinating with 3PL and fulfillment partners, and overseeing the operational tooling and systems that support the customer experience lifecycle.

The ideal candidate is highly detail-oriented, operationally strong, proactive, and comfortable operating in fast-paced startup environments where speed, ownership, and execution matter. This person will initially operate directly within day-to-day workflows while helping build scalable operational processes, systems, and infrastructure as the business continues growing.

Key Responsibilities

Customer Service Operations

Execute the day-to-day customer service function across email, chat, and future support channels
Manage customer escalations and ensure a high-quality customer experience
Develop and improve customer support workflows, SOPs, and FAQs
Monitor support performance metrics and resolve operational bottlenecks
Build scalable customer support systems as the business continues growing
Support the hiring, onboarding, and management of future customer support team members

Fulfillment & 3PL Coordination

Serve as the operational bridge between customer support and fulfillment partners
Coordinate closely with 3PL and logistics providers to resolve shipping and operational issues
Improve workflows related to orders, fulfillment, subscriptions, returns, and customer communication
Maintain operational visibility across fulfillment processes and identify opportunities for improvement
Ensure smooth communication between operational systems, customer service, and fulfillment teams

Systems & Operational Tooling

Manage and optimize operational systems including Gorgias and Sticky.io (CRM)
Leverage AI to reduce headcount needs within the function through automation and workflow improvements
Improve operational efficiency through AI-enabled workflows and automation opportunities
Ensure operational systems and workflows remain organized, scalable, and efficient
Assist with reporting, dashboards, and operational visibility across departments
Support the implementation of additional support and communication infrastructure over time

Operational Leadership

Operate with strong ownership and accountability across the business
Proactively identify inefficiencies and implement solutions
Thrive in a fast-paced, high-performance startup environment
Maintain a highly detail-oriented and execution-focused approach to operations
Work closely with leadership to support operational scaling initiatives

Qualifications

Experience

3+ years of experience in operations, ecommerce operations, customer experience operations, or support operations
Previous experience within a DTC or CPG ecommerce company strongly preferred
Experience working within fast-paced startup or high-growth environments
Experience managing operational workflows across customer service and fulfillment functions

Skills

Strong operational and systems-thinking abilities
Excellent communication and organizational skills
Ability to identify inefficiencies and proactively solve problems
Comfortable working independently and wearing multiple hats
Execution-focused with the ability to operate both strategically and tactically
Extremely detail-oriented and operationally minded
Highly proactive with a strong ownership mentality
Comfortable operating in a high-performance, fast-moving environment

What Success Looks Like

Improved operational efficiency across customer service and fulfillment workflows
Faster response and resolution times for customer issues
Strong coordination between support, fulfillment, and operational systems
Successful implementation of scalable operational processes and automation
Increased customer satisfaction and smoother operational execution
Ability to scale and lead operational infrastructure as the company grows

Opportunity

This is an exciting opportunity to join a rapidly growing ecommerce business at a pivotal stage of growth. The company is seeking a highly capable operator who can bring structure, ownership, and operational excellence across customer service and operational systems while helping build scalable infrastructure for long-term growth.

Senior Operations Manager