About this role
Paired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located.
Role Summary
We are looking for a Head of Business Operations to own and scale all non-marketing operations. This role is responsible for store backend operations, customer support, supply chain, HR operations, legal & compliance, brand protection, and finance operations. You are the person who ensures the business runs cleanly behind the scenes while growth happens in front of it. This is a hands-on leadership role with real ownership and not a coordinator position. You are also a clear, structured communicator who can align teams, document decisions, and keep execution moving across multiple functions.
About Our Clients
Our client is a fast-growing direct-to-consumer (DTC) brand specializing in premium home and lifestyle products, focused on delivering high-quality, thoughtfully designed items that enhance everyday comfort. With an international, remote-first team, our client emphasizes operational excellence, strong execution, and seamless customer experience across sourcing, fulfillment, and post-purchase support, and is now strengthening its operational foundation to support continued expansion across markets and product lines.
ResponsibilitiesStore Backend & OperationsOwn Shopify backend operations (orders, refunds, fraud, payments, workflows)Ensure stable, scalable operational flows between store, payments, logistics, and supportOversee store admins, translators, web dev support, and backend toolingImplement automation and continuously reduce manual workCustomer Support OperationsOwn global customer support operations (agents, supervisors, QA)Define SLAs, escalation paths, refund logic, and exception handlingWork closely with CRO and product teams to reduce ticket volume at the sourceTrack refunds, chargebacks, complaints, and operational KPIsSupply Chain & InventoryOversee sourcing, suppliers, production timelines, and fulfillment partnersOwn inventory planning, forecasting, and stock healthCoordinate logistics, shipping methods, and cost controlIdentify and mitigate risks early (delays, stockouts, COGS changes)HR Operations & People OpsOwn hiring operations, onboarding, contracts, and offboardingManage talent pipelines across regions (LATAM, PH, EU, etc.)Oversee people operations, role clarity, and compensation executionPartner with recruitment but own operational follow-throughLegal, Compliance & Brand ProtectionOversee DMCA processes, takedowns, and brand enforcementCoordinate with external law firms and compliance partnersEnsure ADA / WCAG compliance across stores and assetsMaintain operational compliance across platforms and marketsFinance Operations (Execution-Level)Own operational finance workflows (refunds, payouts, invoices, tools)Ensure clean and reliable data flow into accounting and reporting systemsIdentify anomalies, cost leaks, and inefficienciesSupport founders with accurate operational data and reportingSystems, SOPs & ExecutionBuild and maintain SOPs across all operational functionsOwn internal tools, dashboards, and documentationDrive cross-team execution and accountabilityAct as the operational glue between departmentsCommunication & CollaborationCommunicate clearly and proactively across teams and leadershipTranslate complexity into simple, actionable plansDocument decisions, processes, and expectations clearlyAlign stakeholders across operations, support, product, and leadershipRaise risks early and communicate tradeoffs
What Success Looks Like
Operations scale seamlessly as the business grows, without breakdowns or bottlenecksFounders are fully removed from day-to-day backend firefightingSupport, supply chain, HR, and compliance functions operate predictably and efficientlyRisks and issues are identified early and addressed before causing impactClear ownership exists across teams, with everyone aligned on responsibilities and accountabilityRequirements
Candidates from any country are welcome, provided they can reliably work within U.S. time zone hoursExperience operating within a DTC brand generating eight-figure annual revenue is requiredStrong understanding of operational systems, cross-functional processes, and execution managementDemonstrated ability to work remotely, manage remote, international teams across multiple regionsExperience operating in fast-paced, high-volume environments, and working closely with founders or executive leadershipVery high level of English proficiency (written and spoken)Highly structured, detail-oriented, and process-drivenAble to operate both strategically and hands-on when neededProactive problem-solver who identifies and addresses issues before escalationClear and composed communicator, especially under pressureBenefits
USD 4,000 – 6,000 per month (base)Performance-based bonusesLong-term growth opportunity with increased responsibilityWorking closely with the Founders and experience working in an international setting