Chief Operating Officer - Pet Care & E-Commerce #0610

Our client is a well-established pet health and supplements business founded by a veterinarian and recognised thought leader. Operating through a direct-to-consumer e-commerce model, the company serves hundreds of thousands of customers across North America and Europe.

This fully remote Chief Operating Officer role offers the opportunity to lead day-to-day operations and accelerate growth within a mission-driven organisation expanding into the UK and wider European Union. You will partner with a small, committed team distributed across multiple time zones, with operations managed primarily within Pacific Time Zone hours (08:00–16:00 PT).

The successful candidate will bring demonstrated e-commerce leadership, a strong operational systems mindset, and genuine enthusiasm for building and developing high-performing remote teams.

Work Schedule: Remote, with availability required during 08:00–16:00 Pacific Time (17:00–01:00 CET)

Key Responsibilities

Operational Leadership & Team Management

• Build and lead a high-performing team of approximately 20 direct reports and contractors, ensuring clear accountability and consistent delivery against deadlines
• Establish and maintain an operating cadence (weekly scorecards, priorities, and structured issue resolution) across the remote team
• Foster a positive, purpose-led culture that attracts and retains strong talent in a fully remote environment
• Implement role scorecards, performance metrics, and coaching frameworks to drive excellence and support team growth

E-commerce Growth & Strategy

• Lead data-driven experimentation and optimise the customer journey to increase revenue and improve retention
• Manage and enhance the Shopify platform, subscription models, and recurring revenue streams
• Drive end-to-end DTC operations, including fulfilment, inventory management, customer experience, and analytics integrity
• Apply and interpret retention economics (LTV:CAC ratios, cohort analysis, repeat purchase drivers)
• Balance growth initiatives with profitability through conversion rate optimisation and multi-channel attribution

International Expansion

• Collaborate on market entry strategies while maintaining operational excellence across existing markets
• Identify growth opportunities and address distribution challenges in new geographic regions
• Support expansion into the UK and EU, including navigating regulatory requirements for pet and human supplement categories

Strategic Partnership with Founder

• Communicate clearly and consistently, adapting to the CEO’s communication style and time zone shifts
• Serve as a trusted partner to the CEO, enabling focus on content creation, community engagement, and thought leadership
• Demonstrate sound judgement in decision-making while building trust and earning autonomy over time

Technology & Systems

• Ensure analytics integrity and promote data-driven decision-making across functions
• Use AI systems and automation tools to improve operational efficiency without compromising customer care quality
• Maintain a tech-forward approach to systems development and process improvement

Requirements:
• High emotional intelligence with demonstrated ability to build trust, manage relationships, and navigate founder-led dynamics
• Strong grasp of DTC performance metrics, including retention economics, LTV:CAC ratios, cohort analysis, and conversion rate optimisation
• Availability to work core hours aligned with Pacific Time Zone (minimum 6 hours between 08:00–16:00 PT / 17:00–01:00 CET)
• Proven record of scaling revenue, retention, and profitability in an e-commerce environment (specific metrics and outcomes required)
• Minimum 5 years of C-suite or senior operations leadership experience within a direct-to-consumer e-commerce company
• Excellent written and spoken English, with the ability to communicate effectively across remote teams
• Demonstrated people leadership and team-building capability (hiring, onboarding, coaching, and performance management)
• Technology-oriented mindset, with experience implementing systems and process improvements
• Legal authorisation to work in your country of residence as an independent contractor or employee (employment structure varies by location)

Preferred Qualifications

• Demonstrated success managing scaling challenges (inventory complexity, margin pressure, multi-market operations)
• Experience leading fully remote, internationally distributed teams
• Exposure to AI implementation and automation in operational contexts
• Familiarity with regulatory requirements for supplement products (veterinary or human health)
• Background working with (or for) European-based companies serving North American markets
• Experience with international expansion, particularly into European markets
• Personal interest in animal welfare, pet health, or holistic healthcare

Benefits:
• Salary Range: €106,000 – €110,000 per annum (depending on experience and location)

• Base salary: €106,000 – €110,000
• Performance bonus based on agreed KPIs

• 10 statutory holidays (varies by country of residence)
• 2 weeks paid time off (increases with tenure)
• Sick leave in accordance with local regulations
• Health benefits may be available depending on country of residence and employment structure
• Fully remote work environment with flexibility in location

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