Head of Operations & Retention (DTC Health Wellness)

TL;DR

Head of Operations & Retention (DTC Health Wellness): Managing and optimizing post-purchase operations and customer retention for a fast-growing health and wellness e-commerce business with an accent on fulfillment, 3PL management, and operational scalability. Focus on reducing refund rates, automating workflows with AI, and transforming reactive firefighting into proactive, system-driven operations.

Location: Remote (Worldwide)

Company

A fast-growing direct-to-consumer (DTC) e-commerce business operating in the health and wellness space with eight-figure annual revenue.

What you will do

• Own and improve end-to-end post-purchase operations, from fulfillment to issue resolution.
• Analyze and resolve root causes of refunds, delivery issues, and churn at the system level.
• Build scalable processes, SOPs, and AI-driven automations to minimize manual work and errors.
• Manage 3PLs and operational partners to ensure consistent delivery performance.
• Track and optimize core metrics including refund rates, chargebacks, and delivery success.
• Lead and structure the support and operations team to scale efficiently.

Requirements

• Experience in DTC e-commerce with physical products.
• Hands-on ownership of fulfillment, logistics, 3PL, and managing returns or refunds.
• Proven track record of reducing refunds, improving delivery performance, or fixing critical operational issues.
• Strong analytical thinking with a focus on performance metrics.
• Ability to operate independently in fast-paced environments without rigid structure.

Nice to have

• Experience in subscription-based businesses.
• Knowledge of the health, wellness, or supplements industry.
• Experience working cross-functionally with CX and support teams.
• Hands-on experience using AI tools and automation to improve workflow efficiency.

Culture & Benefits

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