This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.Our client is a rapidly growing direct-to-consumer (DTC) ecommerce company operating across multiple consumer packaged goods (CPG) brands within the wellness space. The business manages a fast-moving operational environment spanning customer experience, fulfillment, marketing, backend systems, and operational infrastructure, and is seeking a highly detail-oriented operator to help streamline and scale the organization.LocationFully Remote | 9 AM - 5 PM ESTRole OverviewThe Senior Operations Manager will oversee and optimize customer service operations, fulfillment coordination, and operational systems across a rapidly growing ecommerce company.This role will serve as a highly hands-on operational leader responsible for managing the customer service function, coordinating with 3PL and fulfillment partners, and overseeing the operational tooling and systems that support the customer experience lifecycle.The ideal candidate is highly detail-oriented, operationally strong, proactive, and comfortable operating in fast-paced startup environments where speed, ownership, and execution matter. This person will initially operate directly within day-to-day workflows while helping build scalable operational processes, systems, and infrastructure as the business continues growing.Key ResponsibilitiesCustomer Service OperationsExecute the day-to-day customer service function across email, chat, and future support channelsManage customer escalations and ensure a high-quality customer experienceDevelop and improve customer support workflows, SOPs, and FAQsMonitor support performance metrics and resolve operational bottlenecksBuild scalable customer support systems as the business continues growingSupport the hiring, onboarding, and management of future customer support team membersFulfillment & 3PL CoordinationServe as the operational bridge between customer support and fulfillment partnersCoordinate closely with 3PL and logistics providers to resolve shipping and operational issuesImprove workflows related to orders, fulfillment, subscriptions, returns, and customer communicationMaintain operational visibility across fulfillment processes and identify opportunities for improvementEnsure smooth communication between operational systems, customer service, and fulfillment teamsSystems & Operational ToolingManage and optimize operational systems including Gorgias and Sticky.io (CRM)Leverage AI to reduce headcount needs within the function through automation and workflow improvementsImprove operational efficiency through AI-enabled workflows and automation opportunitiesEnsure operational systems and workflows remain organized, scalable, and efficientAssist with reporting, dashboards, and operational visibility across departmentsSupport the implementation of additional support and communication infrastructure over timeOperational LeadershipOperate with strong ownership and accountability across the businessProactively identify inefficiencies and implement solutionsThrive in a fast-paced, high-performance startup environmentMaintain a highly detail-oriented and execution-focused approach to operationsWork closely with leadership to support operational scaling initiativesQualificationsExperience3+ years of experience in operations, ecommerce operations, customer experience operations, or support operationsPrevious experience within a DTC or CPG ecommerce company strongly preferredExperience working within fast-paced startup or high-growth environmentsExperience managing operational workflows across customer service and fulfillment functionsSkillsStrong operational and systems-thinking abilitiesExcellent communication and organizational skillsAbility to identify inefficiencies and proactively solve problemsComfortable working independently and wearing multiple hatsExecution-focused with the ability to operate both strategically and tacticallyExtremely detail-oriented and operationally mindedHighly proactive with a strong ownership mentalityComfortable operating in a high-performance, fast-moving environmentWhat Success Looks LikeImproved operational efficiency across customer service and fulfillment workflowsFaster response and resolution times for customer issuesStrong coordination between support, fulfillment, and operational systemsSuccessful implementation of scalable operational processes and automationIncreased customer satisfaction and smoother operational executionAbility to scale and lead operational infrastructure as the company growsOpportunityThis is an exciting opportunity to join a rapidly growing ecommerce business at a pivotal stage of growth. The company is seeking a highly capable operator who can bring structure, ownership, and operational excellence across customer service and operational systems while helping build scalable infrastructure for long-term growth.The ideal candidate will have the opportunity to make a significant impact within a fast-moving startup environment, work closely with leadership, and help shape the operational future of the business.Application Process:To be considered for this role these steps need to be followed:Fill in the application formRecord a video showcasing your skill sets