Ecommerce Head of Operations

We are seeking an experienced and strategic Head of Operations to oversee and optimize our operational processes. This leadership role requires a hands-on expert capable of managing customer service teams, enhancing customer experience, resolving disputes, and streamlining shipping and supplier workflows. With deep expertise in Shopify and Richpanel, the ideal candidate will drive operational excellence, improve product experiences, and ensure seamless day-to-day execution.

Key Responsibilities:

Lead and manage the customer service team, fostering a culture of exceptional service and accountability.
Oversee all aspects of customer experience, ensuring top-tier satisfaction and retention.
Handle dispute management, resolving escalations efficiently and maintaining positive customer relationships.
Manage shipping and tracking processes for packages, ensuring timely delivery and transparency for customers.
Build and maintain strong supplier relationships to ensure consistent quality and reliability of products.
Drive continuous improvement in product experience, collaborating with teams to enhance offerings based on customer feedback.
Leverage Shopify expertise to optimize e-commerce operations, workflows, and integrations.
Utilize Richpanel to streamline customer support operations and improve response times and resolution rates.
Develop and implement operational strategies to increase efficiency, reduce costs, and scale the business.
Monitor KPIs (e.g., customer satisfaction scores, resolution times, shipping accuracy) and provide actionable insights.
Qualifications:

Proven experience in operations leadership, with a focus on customer service and e-commerce.
Expertise in managing customer service teams and delivering world-class customer experiences.
Strong dispute resolution skills with a customer-first mindset.
In-depth knowledge of shipping logistics, package tracking, and supplier coordination.
Demonstrated success in supplier relationship management and negotiation.
Experience improving product experiences based on operational and customer insights.
Expert-level proficiency with Shopify (required).
Expert-level proficiency with Richpanel (required).
Exceptional leadership, organizational, and problem-solving skills.
[Optional: Bachelor’s degree in Business, Operations, or a related field.]
Preferred Skills:

Experience scaling operations in a fast-paced, growth-oriented environment.
Familiarity with additional e-commerce tools or platforms (e.g., Klaviyo, Zendesk).
Analytical skills for forecasting, budgeting, and process optimization.