Fractional Ecommerce Operations & Customer Experience Advisor

Overview AI-native Customer Intelligence & Revenue Insights startup working at the intersection of customer experience, customer intelligence, and AI. We are working with organizations ranging from publicly traded companies with $50B+ market capitalizations to high-growth ecommerce brands generating 200M+ in annual revenue. We are looking for an experienced operator to provide strategic guidance on how mid-market and enterprise brands measure and improve customer experience, customer intelligence, retention, revenue impact, and AI-powered customer operations. This is initially a consulting engagement but could evolve into a longer-term advisory relationship depending on fit. About You You have held a leadership role within an ecommerce, retail, DTC, or omnichannel business. Ideal backgrounds include: * COO * CFO * CEO * VP Customer Experience * VP Customer Operations * VP Customer Success * VP Support * Head of Customer Experience * Head of Support * Ecommerce Leader Experience at companies with $30M+ annual revenue is strongly preferred. Experience within the Shopify ecosystem is a significant plus. You have been directly involved in decisions related to customer experience, support operations, customer intelligence, retention, customer service technology, AI adoption, or operational efficiency. What You’ll Help With * Provide feedback on our product positioning and messaging * Share how customer experience, support, retention, and revenue metrics are measured inside growing ecommerce companies * Help us better understand executive buying decisions and budget ownership * Provide insight into AI adoption trends within customer support and customer experience teams * Review product concepts and provide operator-level feedback * Participate in strategy discussions regarding commercialization and go-to-market * Share industry best practices and lessons learned from scaling customer-facing organizations Nice to Have * Experience with Shopify Plus * Experience with (not necessarily using, but familiar with the ecosystem) Qualtrics, Zendesk, Gorgias, Intercom, Salesforce, Gladly, Kustomer, or similar platforms * Experience evaluating customer experience technology vendors * Strong network within ecommerce, retail, or DTC brands Engagement Structure * Initial engagement: flexible hours * Potential ongoing advisory relationship for the right candidate * Remote To Apply Please include: 1. A brief summary of your background 2. The largest ecommerce or retail organization you’ve supported 3. Your experience with customer experience, support operations, customer intelligence, AI initiatives, or operational leadership 4. Why this opportunity interests you We’re primarily looking for experienced operators who can provide real-world insight from scaling customer-facing organizations and navigating the evolution of AI within customer-facing teams.