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 ClientsThis role is strictly for experienced backend business operations leaders within DTC/e-commerce environments.
Our client is a fast-growing direct-to-consumer e-commerce brand in the home comfort space, focused on delivering high-quality fleece products to customers worldwide. The brand is scaling rapidly and is now looking for a strong operator to stabilize and optimize its backend operations.
We are hiring a Head of Business Operations to bring structure, clarity, and execution to the company’s core operations.
This is a hands-on leadership role for someone who has worked in fast-moving DTC environments and knows how to fix messy systems, streamline workflows, and keep operations running reliably at scale. You will focus on building operational foundations, improving execution across teams, and reducing day-to-day firefighting for the founders.
ResponsibilitiesOversee Shopify backend workflows (orders, refunds, payments, fraud handling)Ensure stable operations between store, payment providers, logistics, and supportIdentify inefficiencies and implement automation where possibleManage and optimize global support teams (agents, QA, escalation flows)Define SLAs, refund logic, and escalation processesReduce ticket volume by improving root causes (product, delivery, UX issues)Coordinate with suppliers and fulfillment partnersImprove delivery timelines, stock visibility, and operational reliabilityFlag risks early (delays, stockouts, cost changes)Build and document clear SOPs across operationsImprove internal tools, reporting, and dashboardsCreate clarity in ownership, workflows, and execution standardsAct as the operational bridge between support, product, and leadershipDrive accountability and follow-through across teamsSurface issues early and propose practical solutions
What Success Looks Like Day-to-day operations run without constant founder involvement Customer support is predictable, efficient, and under control Backend systems are structured, documented, and scalable Operational issues are identified early and handled proactively Teams know what to do, and things get done without chaos
Requirements
Ideally, 7–10 years of total work experience in a fast-paced, unstructured environmentDTC e-commerce operations with physical products is required; exposure to 8+ figure businesses is strongly preferredStrong understanding of Shopify and backend workflowsExperience managing remote teams across multiple functionsTrack record of improving or rebuilding messy operational systemsHighly structured thinker with strong execution focusExcellent written and spoken EnglishStrong ownership mindset with bias toward actionAble to simplify complexity and drive clarity
Additional Notes
This is a senior execution role, not a coordinator positionYou will be expected to take ownership and improve systems, not just maintain themCandidates must have hands-on DTC experience in fast-moving environmentsBenefits
Full remote flexibilityExposure to high-caliber business operations