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

Paired is a global recruiting agency that pairs remote work with top-tier talent. Our client is a fast-growing direct-to-consumer (DTC) e-commerce business operating in the health and wellness space. 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.

Requirements

• 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
• Hands-on experience in fulfillment / logistics / 3PL
• Hands-on ownership of: 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

Benefits

• Competitive salary
• Full remote flexibility
• Learning and development support
• Regular team offsites and retreats

Originally posted on Himalayas