SENIOR CUSTOMER OPERATIONS MANAGER

Role: Senior Customer Operations Manager Employment Type: Full-Time Contract Role through Deel Location: Remote in Philippines Schedule / Time Zone Expectations: M-F | 9 AM to 5 PM Pacific Time Compensation Structure: $2,500–$3,500/month We anticipate most offers will fall between $2,500–$3,000 USD/month. Compensation of up to $3,500 USD/month is reserved for exceptional candidates with highly relevant experience and demonstrated impact. ABOUT THE ROLE We’re looking for a builder, someone who naturally creates structure where there is chaos, questions inefficient processes, eliminates manual work, and builds scalable systems that allow the business to grow. This person doesn’t wait for direction: they identify problems before they become visible, propose solutions backed by data, and take ownership from idea through implementation. In this role, they will own the operational systems that drive post-purchase customer experience, revenue recovery, and retention. While this role leads a customer support team, its primary responsibility is designing, optimizing, and scaling the operational engine behind returns, exchanges, cart recovery, QA, reporting, and continuous process improvement. This is an operations-first leadership role for someone who thrives in building structure, creating operating rhythms, solving root-cause problems, and using data to improve business performance. Success is measured by stronger operational execution, improved KPIs, higher revenue recovery, and scalable processes, not simply managing customer support. The ideal candidate operates independently, identifies opportunities before they become problems, and partners cross-functionally to continuously improve how the business serves customers while protecting revenue. This role requires balancing exceptional customer experience with sound business judgment. You will make decisions that impact customer satisfaction, operational efficiency, and company profitability. Knowing when to act independently and when to seek alignment is essential. We value curiosity, humility, accountability, continuous improvement, and people who care deeply about both our customers and our business. We move quickly, challenge existing processes, and expect every team member to leave things better than they found them. WHO WILL THRIVE HERE You’ll enjoy this role if you: - Naturally take ownership without waiting to be asked. - See inefficient processes and immediately think about how to improve them. - Love building systems that reduce manual work. - Are equally comfortable analyzing data and coaching people. - Ask “Why?” before jumping to solutions. - Balance customer experience with sound business judgment. - Hold yourself accountable for outcomes, not just tasks. - Prefer solving root causes over repeatedly fixing the same problems. KEY METRICS YOU'LL OWN - Net Return Rate - Exchange Rate - Cart Recovery Rate - QA Compliance - SLA Performance & Ticket Backlog - Operational Efficiency - Reporting Accuracy - Product Feedback Resolution - Agent Performance & Quality - Customer Satisfaction (CSAT/NPS) WHAT SUCCESS LOOKS LIKE The successful candidate will: - Build scalable operational systems that improve efficiency and customer outcomes. - Own KPI reporting, operational cadence, and data-driven decision making. - Identify root causes and implement sustainable process improvements. - Coach and develop a high-performing customer support team. - Drive measurable improvements in revenue recovery, retention, and operational performance. WHAT SUCCESS DOES NOT LOOK LIKE This role is not successful if it relies on: - Constant direction from leadership. - Manual spreadsheets and repetitive reporting. - Escalating routine decisions that should be handled independently. - Solving the same operational problems repeatedly instead of addressing their root causes. - Measuring success by activity rather than business outcomes. ESSENTIAL FUNCTIONS - Own the operational strategy for post-purchase customer operations. - Build scalable systems, workflows, and SOPs that improve efficiency and consistency. - Establish KPI reporting, operational reviews, and performance dashboards. - Drive continuous process improvement through data, root-cause analysis, and automation. - Improve revenue recovery across returns, exchanges, and cart recovery. - Lead and develop a high-performing customer support team. PRIMARY RESPONSIBILITIES - Establish the team’s operating rhythm through KPI reviews, reporting, action planning, and accountability. - Analyze operational performance, identify trends and root causes, and implement process improvements. - Design scalable workflows and automation that improve efficiency and reduce operational friction. - Build repeatable systems, SOPs, and reporting that support long-term operational excellence. - Manage the daily retention operation, ensuring exchanges, store credit, and returns logic run smoothly through Navidium and Shopify. - Monitor cart recovery performance and optimize abandoned checkout workflows to improve recovery outcomes. - Audit and uphold QA compliance across customer support using Gorgias QA, tagging, and agent performance data. - Track ticket backlog and ensure SLA targets are consistently achieved. - Lead, coach, and develop customer support agents through QA reviews, performance feedback, skill development, and continuous coaching to improve quality and operational performance. - Build reporting and feedback loops that provide leadership visibility while partnering cross-functionally to improve products, processes, and customer outcomes. OWNERSHIP EXPECTATIONS We are looking for someone who: - Treats the business as if it were their own. - Brings solutions, not just problems. - Continuously improves processes without being asked. - Makes informed decisions using data and sound judgment. - Takes projects from concept through implementation and measurable results. - Communicates proactively and keeps stakeholders informed. - Builds systems that reduce dependence on individuals. REQUIRED EXPERIENCE & SKILLS - 5+ years of experience in e-commerce operations, customer operations, CX Operations, or business operations within a DTC or e-commerce environment. - Proven ownership of operational KPIs, reporting, process improvement, and cross-functional execution with measurable business impact. - Strong analytical skills with experience in KPI reporting, root-cause analysis, and data-driven decision-making. - Experience optimizing post-purchase operations, including Shopify orders, returns, exchanges, and customer support workflows. - Hands-on experience with Gorgias or a comparable helpdesk and QA platform. - Experience leading, coaching, and developing remote customer support teams while driving operational performance. - Strong project management, process improvement, and cross-functional collaboration skills. - Excellent written and verbal English communication skills. - Demonstrated ability to leverage AI, automation, and modern tools to eliminate repetitive work, improve decision-making, and build scalable operational systems. - High integrity, accountability, and ownership in a fully remote environment. - Reliable personal laptop and stable internet connection. PREFERRED EXPERIENCE & SKILLS - Experience building SOPs, implementing workflow automation, and leading operational improvement initiatives. - Experience with Navidium or comparable returns and exchange platforms. - Familiarity with abandoned checkout and cart recovery workflows. - Experience designing operational dashboards, KPI reporting, and business intelligence tools (Google Sheets, Looker Studio, Power BI, Airtable, or similar). - Familiarity with customer surveys, Voice of Customer (VOC), and customer feedback platforms. - Experience working with premium apparel, fashion, or consumer product brands. - Experience supporting older or less tech-savvy customer demographics. - Experience improving exchange rates and retention through customer insights, fit feedback, and product recommendations. CURRENT TECH STACK - Gorgias - Shopify - Navidium - Google Sheets - Abandoned checkout workflows BENEFITS - No benefits - Contract Work - U.S. holiday schedule - PTO to be defined in the Deel Contract This role is ideal for someone who gets satisfaction from making businesses run better. If you naturally organize chaos, build systems, coach people, automate repetitive work, and enjoy seeing measurable improvements from your efforts, you’ll thrive here. Equal Opportunity Employer Statement & Compliance Notice TalentPop is an Equal Opportunity Employer and is committed to fostering an inclusive, respectful, and equitable workplace environment for all applicants and team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, age, disability, medical condition, genetic information, marital status, military or veteran status, pregnancy, reproductive health decision-making, or any other characteristic protected by applicable federal, state, or local law. TalentPop is committed to providing reasonable accommodations throughout the recruiting, hiring, and employment process for qualified individuals with disabilities and for sincerely held religious beliefs, practices, or observances, in accordance with applicable law. Applicants requiring accommodation may contact our team to request support during the application or interview process. TalentPop is committed to maintaining compliant, ethical, and transparent hiring practices in alignment with applicable employment laws, anti-discrimination regulations, privacy requirements, and recruiting standards. We encourage candidates to carefully review each job posting for role-specific employment details, work authorization requirements, compensation information, benefits eligibility, and hiring structure disclosures. By applying to a position through TalentPop, applicants acknowledge that recruitment activities, communications, and candidate information may be processed for legitimate hiring and evaluation purposes in accordance with applicable privacy and data protection laws.