Senior Operations Lead / Head of Operations

About the Role We are hiring a Senior Operations Lead / Head of Operations for our DTC e-commerce business. This is a senior, hands-on role for someone who can bring structure, accountability, and execution across daily operations. The goal is to make the business more organized, improve operational visibility, reduce founder dependency, and ensure work gets done properly across teams. This role may involve managing operations across multiple stores/pods, so we need someone who can build one strong operating system and apply it consistently across different brands when required. This is not a corporate COO role. We need a strong operator who can think strategically but also execute, follow up, build systems, and solve problems. Key Responsibilities 1. Daily Operations & Execution - Oversee day-to-day operations across the business. - Track priorities, deadlines, blockers, and follow-ups. - Make sure tasks are completed and owners are accountable. - Apply the same operating rhythm across multiple stores when required. - Improve communication and execution between departments. 2. KPI & Scorecard Management - Maintain weekly KPI tracking and business scorecards. - Monitor key metrics such as revenue trend, MER, refunds, -subscription churn, CX response time, chargebacks, inventory days, fulfillment issues, AOV, and upsell performance. - Ensure every KPI has a clear owner, source of truth, and action plan when off-track. 3. Customer Experience Operations - Track support quality, response time, resolution time, complaints, refunds, and escalations. - Identify recurring customer issues and create feedback loops with product, fulfillment, and leadership. - Help reduce avoidable refunds, complaints, and trust issues. 4. Fulfillment, Inventory & Supply Chain - Coordinate with fulfillment partners, suppliers, and internal teams. - Track inventory, shipping issues, delivery complaints, and stockout risks. - Escalate risks early and help create SOPs for recurring fulfillment processes. 5. SOPs, Systems & Reporting - Build and improve SOPs, checklists, workflows, and reporting systems. - Prepare weekly leadership updates showing what moved, what is stuck, what is at risk, and what decisions are needed. - Reduce dependency on verbal instructions and create simple systems the team can actually use. Who We’re Looking For We are looking for someone who is: - Highly organized and detail-oriented - Strong with follow-up and accountability - Comfortable with KPIs, dashboards, and spreadsheets - Good at solving messy operational problems - Clear in communication - Calm under pressure - Hands-on, not just a delegator - Comfortable working directly with founders/leadership - Able to manage multiple departments without constant direction Requirements - 3+ years of experience in operations, e-commerce, project management, or business management. - Experience managing cross-functional execution. - Experience with KPIs, scorecards, SOPs, dashboards, or reporting. - Strong written communication and documentation skills. -- Ability to manage multiple priorities across different stores, pods, or departments. - Comfortable using tools like Google Sheets, Slack, ClickUp, -- - Notion, Shopify, Gorgias, Zendesk, Klaviyo, or similar tools. - Experience in DTC e-commerce, supplements, wellness, customer support, fulfillment, or subscription businesses is a strong plus. - Experience managing multiple stores, brands, pods, or product lines is preferred. What Success Looks Like Success in this role means: - Weekly operations are clearly tracked. - Department owners are accountable. - Important numbers are visible. - Fewer tasks are missed. - CX, fulfillment, inventory, and finance risks are caught early. - SOPs and systems are documented. - Leadership spends less time chasing updates. - The business runs more smoothly every week. Not a fit if you are: - Fractional COO - Consultant / advisor - Looking for part-time hours Compensation USD 4,000 per month How to apply: Please record a Loom video answering the following. This role is execution-heavy. We care about clarity, ownership, and real experience. Application without loom video won't be considered. 1) What is your most relevant operations/e-commerce experience? What did you directly own day to day? 2) Tell us about one real operations problem you solved. What was broken, what did you do, and what improved? 3) Show one system you have used or built: dashboard, SOP, scorecard, task board, tracker, or reporting system. 4) How would you structure weekly execution, KPI ownership, reporting, blockers, and accountability across multiple stores/pods? 5) What would you personally check daily vs weekly? 6) How do you hold people accountable without micromanaging? 7) If the founder stepped away for 2 weeks, what would you keep stable? 8) Why are you the right fit for this role? Applications without a Loom video will not be considered.