Head of Operations & Retention (Health & Wellness, Remote)

Job summary

This leadership position focuses on enhancing post-purchase operations for a direct-to-consumer health and wellness brand. The role aims to transform fulfillment and customer retention processes into competitive advantages, ensuring a seamless customer experience and supporting sustainable growth.

Qualifications

• Proven experience in direct-to-consumer e-commerce, particularly with physical products.
• Strong background in managing fulfillment, logistics, and third-party logistics (3PL) relationships.
• Demonstrated success in reducing refunds and improving delivery performance.
• Experience in building scalable operational processes in high-growth settings.
• Strong analytical skills to interpret metrics and develop actionable plans.
• Excellent leadership and communication abilities to align cross-functional teams.
• High ownership mentality with the ability to make independent decisions in fast-paced environments.
• Experience with subscription models or health/wellness products is a plus.

Responsibilities

Benefits

• Own and optimize the entire post-purchase customer journey, including fulfillment, delivery, returns, and issue resolution.
• Identify and address operational pain points, implementing long-term scalable solutions.
• Develop and refine systems, standard operating procedures (SOPs), and workflow automations to enhance efficiency.
• Manage relationships with third-party logistics providers to ensure high service levels.
• Monitor and improve key business metrics such as customer satisfaction and retention rates.
• Lead and coach operations teams to maintain high performance while scaling.
• Transition the organization from reactive problem-solving to proactive, data-driven management.
• Competitive salary package.
• Fully remote work flexibility.
• Opportunities for learning and professional development.
• Regular team offsites and retreats.
• High-impact leadership role with significant autonomy.