Own and improve the post-purchase operation end-to-end, from fulfillment to issue resolution
Identify root causes of refunds, delivery issues, and churn, then fix them at the system level
Build scalable processes, SOPs, and automations (AI where useful) to reduce manual work and errors
Ensure consistent delivery performance by managing 3PLs and operational partners
Track and improve core metrics: refund rate, chargebacks, delivery success, retention
Lead and structure the support and operations team to scale efficiently
Drive a shift from reactive firefighting to proactive, system-driven operations

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 businesses
Experience in health, wellness, or supplements
Experience working cross-functionally with CX/support teams
Hands-on experience using AI tools and automation to improve workflows and efficiency
Soft skills:
Demonstrated ability to identify root causes and implement scalable operational solutions
High ownership mindset with the ability to operate independently and make decisive calls
Strong analytical thinking with a focus on metrics and performance improvement
Comfortable working in fast-paced, evolving environments without rigid structure
Clear communicator who can align cross-functional teams and drive execution

Head of Operations – Retention, DTC Health Wellness

Key skills