Head of Business Operations (E-commerce)

TL;DR

Head of Business Operations (E-commerce): Stabilizing and optimizing backend operations for a fast-growing DTC home comfort brand with an accent on Shopify workflows, logistics, and support team management. Focus on building operational foundations, implementing automation, and reducing founder involvement through structured SOPs.

Location: Remote, must be based in Malaysia (SEA)

Company

A fast-growing direct-to-consumer e-commerce brand in the home comfort space specializing in high-quality fleece products.

What you will do

• Oversee Shopify backend workflows including orders, refunds, payments, and fraud handling.
• Manage and optimize global support teams, defining SLAs and reducing ticket volume through root cause analysis.
• Coordinate with suppliers and fulfillment partners to improve delivery timelines and stock visibility.
• Build and document comprehensive SOPs to ensure operational scalability and clarity in ownership.
• Develop internal reporting tools and dashboards to identify and surface operational risks early.
• Act as the operational bridge between support, product, and leadership to drive accountability.

Requirements

• 7–10 years of total work experience in fast-paced, unstructured environments.
• Proven experience in DTC e-commerce operations with physical products (exposure to 8+ figure businesses strongly preferred).
• Strong understanding of Shopify and backend operational workflows.
• Experience managing remote teams across multiple functions.
• Excellent written and spoken English.
• Track record of improving or rebuilding messy operational systems.

Culture & Benefits

• Full remote flexibility.
• Exposure to high-caliber business operations in a rapidly scaling environment.