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.