Operations Manager – Customer Experience, E-commerce

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

📋 Description

• Oversee the daily performance of the Customer Experience function across various support channels, including phone, chat, and email.

• Mentor, coach, and nurture Customer Experience representatives and team leaders.

• Ensure adequate staffing, scheduling, coverage, and escalation processes as customer demand increases.

• Uphold standards for response times, resolution quality, accuracy, and customer satisfaction.

• Act as the senior escalation point for complex customer and patient concerns.

• Manage the operational customer experience throughout the e-commerce lifecycle, which includes purchase, payment, order processing, fulfillment, shipping, delivery, recurring orders, and post-purchase support.

• Identify friction points that hinder conversion, customer satisfaction, retention, or repeat purchases.

• Collaborate with Payments and Fraud teams regarding payment failures, refunds, chargebacks, billing inquiries, and transaction issues.

• Work alongside Fulfillment and Pharmacy Operations to enhance order accuracy, shipping visibility, delivery timelines, and issue resolution.

• Enhance experiences related to subscriptions, recurring orders, cancellations, refunds, and retention.

• Analyze recurring customer interactions and implement scalable solutions.

• Design and refine workflows, SOPs, escalation paths, scripts, and internal processes.

• Minimize unnecessary customer contacts through improved processes, automation, self-service options, and clearer communication.

• Develop scalable processes to accommodate increasing order and customer volume.

• Collaborate with Product, Technology, Clinical, Compliance, Marketing, Payments, and Fulfillment teams.

• Convert customer feedback and recurring issues into actionable recommendations.

• Support the implementation and optimization of customer experience and e-commerce tools.

• Own and track CX and operational KPIs, including CSAT, response and resolution times, contact volume, escalation rates, productivity, quality, refunds, cancellations, fulfillment contacts, and repeat contacts.

• Utilize data to identify trends, bottlenecks, and areas for improvement.

• Provide leadership with performance reporting on customer friction and operational priorities.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Experience, Customer Operations, E-commerce Operations, or a comparable operational leadership role.

• Practical experience in an e-commerce, DTC, subscription, marketplace, or digitally enabled consumer business.

• Prior experience managing Customer Service or Customer Experience teams in a high-volume setting.

• Strong comprehension of the complete e-commerce customer journey, encompassing checkout, payments, order management, fulfillment, shipping, refunds, cancellations, and post-purchase support.

• Demonstrated experience in enhancing customer experience workflows, SOPs, escalation processes, staffing, or operational efficiency.

• Experience in managing performance against KPIs such as CSAT, SLA, response time, resolution time, quality, and productivity.

• Strong analytical skills with the ability to discern patterns in customer interactions and operational data.

• Experience collaborating with cross-functional teams including Payments, Fulfillment, Product, Marketing, Technology, and Operations.

• Excellent written and verbal communication skills in English.

• Comfortable functioning in a dynamic startup environment where processes are continuously evolving.

• Professional-level English communication skills.

• Availability to work during U.S. business hours.

🏝️ Benefits

• Remote-first, globally distributed team.

• Remote work arrangement.

• Equal opportunity employer.