About this role
Paired is a global 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.
About Our ClientsOur client is a fast-growing direct-to-consumer (DTC) e-commerce business operating in the health and wellness space. Having reached eight-figure annual revenue early in its journey, the team is now focused on strengthening backend operations, improving customer experience, and building scalable systems to support continued growth.
They are looking for a Head of Operations to take ownership of the retention and customer experience after purchase and ensure operational excellence as the business scales. It is not a traditional corporate role with established processes. The right candidate will bring structure, clarity, and execution to a growing operation.
ResponsibilitiesOwn and improve the post-purchase operation end-to-end, from fulfillment to issue resolutionIdentify root causes of refunds, delivery issues, and churn, then fix them at the system levelBuild scalable processes, SOPs, and automations (AI where useful) to reduce manual work and errorsEnsure consistent delivery performance by managing 3PLs and operational partnersTrack and improve core metrics: refund rate, chargebacks, delivery success, retentionLead and structure the support and operations team to scale efficientlyDrive a shift from reactive firefighting to proactive, system-driven operationsRequirements
Must have
Experience in DTC e-commerce with physical products Hands-on ownership of: fulfillment / logistics / 3PL returns, refunds, or delivery issues Proven track record of: reducing refunds OR improving delivery performance OR fixing operational issues that impacted customer experience Strong plus:
Experience in subscription-based businessesExperience in health, wellness, or supplementsExperience working cross-functionally with CX/support teamsHands-on experience using AI tools and automation to improve workflows and efficiency
Soft skills:
Demonstrated ability to identify root causes and implement scalable operational solutionsHigh ownership mindset with the ability to operate independently and make decisive callsStrong analytical thinking with a focus on metrics and performance improvementComfortable working in fast-paced, evolving environments without rigid structureClear communicator who can align cross-functional teams and drive execution
What Success Looks Like
Fewer delivery issues and operational errorsLower refund and reshipment ratesImproved customer satisfaction after purchaseReduced churn driven by better operational executionBenefits
Competitive salaryFull remote flexibilityLearning and development supportRegular team offsites and retreats