Oversee Shopify backend workflows (orders, refunds, payments, fraud handling)
Ensure stable operations between store, payment providers, logistics, and support
Identify inefficiencies and implement automation where possible
Manage and optimize global support teams (agents, QA, escalation flows)
Define SLAs, refund logic, and escalation processes
Reduce ticket volume by improving root causes (product, delivery, UX issues)
Coordinate with suppliers and fulfillment partners
Improve delivery timelines, stock visibility, and operational reliability
Flag risks early (delays, stockouts, cost changes)
Build and document clear SOPs across operations
Improve internal tools, reporting, and dashboards
Create clarity in ownership, workflows, and execution standards
Act as the operational bridge between support, product, and leadership
Drive accountability and follow-through across teams
Surface issues early and propose practical solutions

Ideally, 7–10 years of total work experience in a fast-paced, unstructured environment
DTC e-commerce operations with physical products is required; exposure to 8+ figure businesses is strongly preferred
Strong understanding of Shopify and backend workflows
Experience managing remote teams across multiple functions
Track record of improving or rebuilding messy operational systems
Highly structured thinker with strong execution focus
Excellent written and spoken English
Strong ownership mindset with bias toward action
Able to simplify complexity and drive clarity

Head of Business Operations, U.S. DTC E-commerce

Key skills