Senior Customer Operations Manager

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

📋 Description

• Take charge of the operational strategy for post-purchase customer operations.

• Develop scalable systems, workflows, and standard operating procedures (SOPs) that enhance efficiency and consistency.

• Set up KPI reporting, conduct operational reviews, and create performance dashboards.

• Foster continuous process improvement through data analysis, root-cause assessments, and automation techniques.

• Enhance revenue recovery related to returns, exchanges, and cart recovery efforts.

• Lead and nurture a high-performing customer support team.

• Establish the team’s operational rhythm through KPI evaluations, reporting, action planning, and accountability measures.

• Examine operational performance, identify trends and root causes, and implement process enhancements.

• Create scalable workflows and automation that boost efficiency and minimize operational friction.

• Develop repeatable systems, SOPs, and reporting that facilitate long-term operational excellence.

• Oversee the daily retention operations, ensuring that exchanges, store credit, and returns processes function smoothly via Navidium and Shopify.

• Monitor cart recovery performance and optimize abandoned checkout workflows to enhance recovery results.

• Conduct audits and maintain quality assurance compliance across customer support using Gorgias QA, tagging, and agent performance metrics.

• Track ticket backlog and ensure that SLA targets are consistently met.

• Lead, guide, and develop customer support agents through QA reviews, performance feedback, skill enhancement, and ongoing coaching to elevate quality and operational performance.

• Build reporting and feedback mechanisms that provide leadership visibility while collaborating cross-functionally to enhance products, processes, and customer outcomes.

⛳️ Requirements

• Over 5 years of experience in e-commerce operations, customer operations, CX operations, or business operations in a DTC or e-commerce setting.

• Proven track record of managing operational KPIs, reporting, process enhancements, and cross-functional execution with measurable business impact.

• Strong analytical capabilities with experience in KPI reporting, root-cause analysis, and data-driven decision-making.

• Expertise in optimizing post-purchase operations, including Shopify orders, returns, exchanges, and customer support workflows.

• Practical experience with Gorgias or a similar helpdesk and quality assurance platform.

• Experience in leading, coaching, and developing remote customer support teams while enhancing operational performance.

• Exceptional project management, process improvement, and cross-functional collaboration skills.

• Excellent written and verbal communication skills in English.

• Proven ability to utilize AI, automation, and modern tools to reduce repetitive tasks, enhance decision-making, and create scalable operational systems.

• High levels of integrity, accountability, and ownership in a fully remote setting.

• A reliable personal laptop and a stable internet connection.

🏝️ Benefits

• No benefits - Contract Work

• U.S. holiday schedule

• PTO to be defined in the Deel Contract