Head of Operations, CX – DTC Health Wellness
Paired
full-time
Posted on:
Location Type: Remote
Location: Brazil
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Job Level
About the role
- Own and optimize the post-purchase customer experience, ensuring fast, high-quality, and personalized support
- Identify and eliminate operational inefficiencies that lead to refunds, chargebacks, and customer dissatisfaction
- Build and implement scalable systems and workflows, leveraging AI to improve speed and efficiency
- Lead hiring and development for customer support and operational roles
- Establish and maintain knowledge systems and documentation to support team scalability
- Monitor and improve subscription health and retention performance
- Collaborate with fulfillment partners to ensure consistent delivery performance and customer satisfaction
- Coordinate cross-functionally with marketing and product teams to ensure smooth product launches and backend readiness
- Track and improve key metrics such as refund rate, chargeback rate, and customer satisfaction scores
- Transition the business from reactive issue management to a proactive, system-driven operating model
Requirements
- Proven experience in DTC e-commerce operations, ideally in high-growth environments
- Strong exposure to subscription-based products or retention-focused business models
- Demonstrated ability to identify root causes and implement scalable operational solutions
- Hands-on experience using AI tools and automation to improve workflows and efficiency
- High ownership mindset with the ability to operate independently and make decisive calls
- Strong analytical thinking with a focus on metrics and performance improvement
- Experience managing or building customer support and/or operations teams
- Comfortable working in fast-paced, evolving environments without rigid structure
- Clear communicator who can align cross-functional teams and drive execution
Benefits
- Competitive salary
- Full remote flexibility
- Learning and development support
- Regular team offsites and retreats
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
operational solutionsAI toolsautomationsubscription-based productsmetrics analysisperformance improvementcustomer support managementworkflow optimizationscalable systemscross-functional collaboration
Soft Skills
ownership mindsetindependent decision-makinganalytical thinkingclear communicationteam alignmentproactive problem-solvingadaptabilityleadershipcustomer satisfaction focusfast-paced environment comfort