Head of Retention Operations at DTC E-commerce Business (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. The company builds and scales consumer brands through a strong focus on customer understanding, product quality, and performance-driven marketing. 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 Post-Purchase Operations to take ownership of the 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.

This role is best suited for individuals who thrive in high-ownership environments and are motivated by building systems, solving complex operational problems, and directly impacting business performance.

Responsibilities

• 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