Head of Operations & Retention for DTC Health Wellness (Remote, Worldwide)

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About Our Clients

Our client is a fast-growing

direct-to-consumer (DTC) e-commerce business operating in the health and wellness space.

Having reached eight-figure annual revenue early in its journey, the team is now focused on

strengthening backend operations, improving customer experience, and building scalable systems to support continued growth.

They are looking for a

Head of Operations

to take ownership of

the retention and customer experience after purchase and ensure operational excellence as the business scales.

It is not a traditional corporate role with established processes. The right candidate will bring structure, clarity, and execution to a growing operation.

Responsibilities

• Own and improve the post-purchase operation end-to-end, from fulfillment to issue resolution

• Identify root causes of refunds, delivery issues, and churn, then fix them at the system level

• Build scalable processes, SOPs, and automations (AI where useful) to reduce manual work and errors

• Ensure consistent delivery performance by managing 3PLs and operational partners

• Track and improve core metrics: refund rate, chargebacks, delivery success, retention

• Lead and structure the support and operations team to scale efficiently

• Drive a shift from reactive firefighting to proactive, system-driven operations

Requirements

Must have

• Experience in

DTC e-commerce with physical products

• Hands-on ownership of:

• fulfillment / logistics / 3PL

• returns, refunds, or delivery issues

• Proven track record of:

• reducing refunds OR

• improving delivery performance OR

• fixing operational issues that impacted customer experience

Strong plus:

• Experience in subscription-based businesses

• Experience in health, wellness, or supplements

• Experience working cross-functionally with CX/support teams

• Hands-on experience using AI tools and automation to improve workflows and efficiency

Soft skills:

• Demonstrated ability to identify root causes and implement scalable operational solutions

• High ownership mindset with the ability to operate independently and make decisive calls

• Strong analytical thinking with a focus on metrics and performance improvement

• Comfortable working in fast-paced, evolving environments without rigid structure

• Clear communicator who can align cross-functional teams and drive execution

What Success Looks Like

• Fewer delivery issues and operational errors

• Lower refund and reshipment rates

• Improved customer satisfaction after purchase

• Reduced churn driven by better operational execution

Benefits

• Full remote flexibility

• Learning and development support

• Regular team offsites and retreats