Head of Fulfillment & Customer Experience

Head of Fulfillment & Customer Experience Full-Time | Remote | $1,500/month - $2,000/month We’re looking for a highly organized, proactive operator to take full ownership of Fulfillment and Customer Experience across our e-commerce business. This is not a role for someone who needs constant direction, asks for approval on every minor decision, or simply works through a task list. We need someone who can own the function, understand the bigger picture, identify problems before they become problems, and use data to make decisions. What You'll Own * Daily fulfillment operations and order flow * Coordination with warehouses, 3PLs, suppliers, and internal team members * Customer support performance and escalations * Shipping delays, lost packages, replacements, refunds, and fulfillment exceptions * Chargebacks and recurring customer issues * Fulfillment and CX reporting * Identifying operational bottlenecks and fixing them * Creating and maintaining organized SOPs and systems * Monitoring customer feedback to identify product or operational problems * Making sure issues actually get resolved—not simply passed to someone else What We Expect Extreme ownership. If something falls under fulfillment or customer experience, you should treat it as your responsibility to understand and solve it. Good judgment. We do not want someone asking the CEO questions that could have been answered with five minutes of research, common sense, existing data, or a reasonable decision. Ask questions when the decision genuinely matters. Handle the small things yourself. Organization. Nothing should disappear because you forgot about it, failed to document it, or assumed nobody would notice. You should be able to manage multiple moving pieces without things slipping through the cracks. Data over opinions. If you tell us refunds are increasing, show the numbers. If you say the warehouse is causing delays, show the data. If you say CX performance is improving, prove it. We expect reporting around things such as: * Orders shipped on time * Average fulfillment time * Open/aged orders * Ticket volume * First response time * Resolution time * Refund rate * Replacement rate * Chargebacks * Top customer complaints * Recurring fulfillment issues Big-picture thinking. Your job is not simply to answer tickets and make sure orders ship. You should constantly be asking: * Why is this happening? * Is this becoming a pattern? * What is costing us money? * What is hurting the customer experience? * What system would prevent this from happening again? * What does leadership need to know? The Type of Person We Want You are: * Highly organized * Resourceful * Analytical * Comfortable making decisions * Reliable * Detail-oriented without losing sight of the bigger picture * Strong with spreadsheets and operational data * Good at communicating problems clearly * Comfortable managing people and holding others accountable * Someone who finishes what they start Most importantly, you reduce the number of things leadership has to think about. You don't create more things for leadership to manage. Work Expectations This is a full-time role, not a side job. We care about results more than appearing busy, but we expect you to be available, responsive, and engaged throughout the agreed working day. Consistently disappearing early, becoming difficult to reach, or leaving unfinished issues for the next day will not work in this position. Compensation $1,500/month - $2,000/month Full-time, remote. There is room for increased responsibility and compensation for someone who proves they can genuinely own the department as the company grows. How to Apply Please send: 1. A short introduction 2. Your previous e-commerce / fulfillment / CX experience 3. The platforms you've worked with 4. An example of an operational problem you identified and solved 5. An example of a KPI/report you would use to manage an e-commerce fulfillment + CX department At the top of your application, include the words “OWN THE OUTCOME” so we know you read the entire posting.