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

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Supervise Shopify backend operations including orders, refunds, payments, and fraud management.

• Ensure seamless functioning between the store, payment providers, logistics, and customer support.

• Recognize inefficiencies and implement automation solutions whenever feasible.

• Manage and enhance global support teams, including agents, quality assurance, and escalation processes.

• Establish service level agreements (SLAs), refund policies, and escalation procedures.

• Mitigate ticket volume by addressing root causes related to product, delivery, and user experience issues.

• Collaborate with suppliers and fulfillment partners.

• Enhance delivery timelines, inventory visibility, and operational dependability.

• Identify risks early, including delays, stock shortages, and cost fluctuations.

• Develop and document comprehensive standard operating procedures (SOPs) for operations.

• Enhance internal tools, reporting mechanisms, and dashboards.

• Clarify ownership, workflows, and execution standards.

• Serve as the operational liaison between support, product, and leadership teams.

• Foster accountability and ensure follow-through across various teams.

• Identify issues proactively and suggest actionable solutions.

⛳️ Requirements

• Ideally possess 7 to 10 years of overall work experience in a dynamic, unstructured setting.

• Experience in direct-to-consumer (DTC) e-commerce operations involving physical products is essential; familiarity with 8+ figure businesses is highly desirable.

• Strong comprehension of Shopify and its backend operations.

• Proven experience managing remote teams across diverse functions.

• A history of improving or reconstructing inefficient operational systems.

• Highly organized thinker with a strong focus on execution.

• Excellent proficiency in written and spoken English.

• Strong sense of ownership with a proactive approach to action.

• Capable of simplifying complex situations and driving clarity.

🏝️ Benefits

• Complete remote work flexibility.

• Opportunity to engage with high-caliber business operations.