Role: CX Retention Ops Manager
Employment Type: Full-Time Contract Role through Deel
Location: Remote in Philippines
Schedule / Time Zone Expectations: 9 AM to 5 PM Pacific Time
Compensation Structure: $1,800–$2,200/month
About the Role
The CX Retention Ops Manager owns retention and customer success operations system end to end and is accountable for driving measurable improvement across post-purchase and recovery outcomes. This is a hands-on, operations-first leadership role focused on returns, exchanges, cart recovery, QA, service quality, team coaching, and process improvement, supported by data and reporting.
The right person pairs a sharp analytical mindset with strong operational discipline, customer empathy, and a high-ownership approach. This role requires someone who can identify what is happening in the numbers, understand why it is happening, and turn customer behavior and feedback into concrete process improvements that protect revenue, strengthen loyalty, and improve the customer experience.
Key Metrics You'll Own
Net Return Rate
Exchange Rate
Cart Recovery Rate
QA compliance
Ticket backlog within 24h and 48h thresholds
Weekly performance reporting
Product feedback loops
Agent performance and coaching outcomes
Essential Functions
Own and optimize the end-to-end retention operations system across returns, exchanges, and cart recovery
Drive measurable improvement in Net Return Rate, Exchange Rate, and Cart Recovery Rate
Maintain QA compliance standards and keep ticket backlog within 24h and 48h targets
Analyze customer behavior, return reasons, and feedback to identify operational improvement opportunities
Produce weekly reporting on retention and service metrics, with clear recommendations and action plans
Lead, coach, and support a team of customer support agents, with the opportunity to scale the department over time
Use customer empathy, product knowledge, and data to improve the post-purchase experience and increase customer retention
Primary Responsibilities
Manage the daily retention operation, ensuring exchanges, store credit, and returns logic run smoothly through Navidium and Shopify
Review prior-day performance metrics, identify trends, and determine actions needed to improve results
Monitor and improve cart recovery performance through abandoned checkout workflows
Audit and uphold QA compliance across customer support using Gorgias QA, tagging, and agent performance data
Track ticket backlog and drive resolution within defined SLA thresholds
Lead, coach, and support customer support agents through QA reviews, performance feedback, process updates, and day-to-day guidance
Guide agents in converting return requests into exchanges, store credit, or better-fit product recommendations when appropriate
Build and maintain weekly dashboards and reporting in Google Sheets for leadership visibility
Establish and manage product feedback loops, surfacing recurring return and complaint trends to product and merchandising teams
Partner with Marketing, Product, and Support teams to align retention operations with business goals
Continuously test, refine, and improve retention processes for measurable impact.
Identify performance gaps and recommend coaching, retraining, process improvements, or team adjustments as needed
Required Experience & Skills
3+ years of experience in Customer Experience (CX), CX Operations, Retention Operations, Lifecycle Operations, or Customer Support Leadership
Proven success improving retention, post-purchase, return, exchange, or customer support metrics within a DTC or e-commerce environment
Experience leading, coaching, or supporting customer support agents in a remote environment
Strong analytical skills with experience in customer data analysis, KPI tracking, and reporting
Hands-on experience with helpdesk and QA workflows, preferably Gorgias or a comparable platform
Experience managing Shopify orders, returns, refunds, and customer service operations
Strong process-oriented mindset with the ability to translate data and customer feedback into actionable improvements
Excellent project management and cross-functional collaboration skills
Exceptional written and verbal English communication skills, including leading meetings and coaching team members
High integrity, transparency, accountability, and ownership in a fully remote, high-trust environment
Strong customer empathy, particularly when supporting customers who require additional guidance, reassurance, or product education
Ability to use AI and automation tools effectively while maintaining ownership, understanding, and implementation of the final output
Must use a personal laptop and maintain a reliable, stable internet connection
Preferred Experience & Skills
Experience with Navidium or comparable returns and exchange platforms
Familiarity with abandoned checkout and cart recovery workflows
Experience building reports, dashboards, and analyses in Google Sheets
Familiarity with customer survey, 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: ticketing, QA, macros, tagging, agent performance
Shopify: orders, returns, refunds, customer data
Navidium: returns portal, exchange and store credit logic
Google Sheets: reporting, analysis, dashboards
Abandoned checkout workflows: recovery messaging and performance tracking
Benefits
No benefits - Contract Work
U.S. holiday schedule
PTO to be defined in the Deel contract
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.
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Compensation Range: $1.8K - $2.2K