Own and optimize the post-purchase customer experience, ensuring fast, high-quality, and personalized support
Identify and eliminate operational inefficiencies that lead to refunds, chargebacks, and customer dissatisfaction
Build and implement scalable systems and workflows, leveraging AI to improve speed and efficiency
Lead hiring and development for customer support and operational roles
Establish and maintain knowledge systems and documentation to support team scalability
Monitor and improve subscription health and retention performance
Collaborate with fulfillment partners to ensure consistent delivery performance and customer satisfaction
Coordinate cross-functionally with marketing and product teams to ensure smooth product launches and backend readiness
Track and improve key metrics such as refund rate, chargeback rate, and customer satisfaction scores
Transition the business from reactive issue management to a proactive, system-driven operating model

Proven experience in DTC e-commerce operations, ideally in high-growth environments
Strong exposure to subscription-based products or retention-focused business models
Demonstrated ability to identify root causes and implement scalable operational solutions
Hands-on experience using AI tools and automation to improve workflows and efficiency
High ownership mindset with the ability to operate independently and make decisive calls
Strong analytical thinking with a focus on metrics and performance improvement
Experience managing or building customer support and/or operations teams
Comfortable working in fast-paced, evolving environments without rigid structure
Clear communicator who can align cross-functional teams and drive execution

Head of Retention Operations

Key skills