Head of Business Operations - DTC E-commerce
New
P
PairedDTC E-commerce, Home Comfort
PhilippinesFull-TimeExecutive
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 7–10 years
- Required Skills
- Shopify
Requirements
- 7–10 years of total work experience
- Experience in a fast-paced, unstructured environment
- DTC e-commerce operations with physical products is required
- Exposure to 8+ figure businesses is strongly preferred
- Strong understanding of Shopify and backend workflows
- Experience managing remote teams across multiple functions
- Track record of improving or rebuilding messy operational systems
- Highly structured thinker with strong execution focus
- Excellent written and spoken English
- Strong ownership mindset with bias toward action
- Able to simplify complexity and drive clarity
- Hands-on DTC experience in fast-moving environments
Responsibilities
- Oversee Shopify backend workflows (orders, refunds, payments, fraud handling)
- Ensure stable operations between store, payment providers, logistics, and support
- Identify inefficiencies and implement automation where possible
- Manage and optimize global support teams (agents, QA, escalation flows)
- Define SLAs, refund logic, and escalation processes
- Reduce ticket volume by improving root causes (product, delivery, UX issues)
- Coordinate with suppliers and fulfillment partners
- Improve delivery timelines, stock visibility, and operational reliability
- Flag risks early (delays, stockouts, cost changes)
- Build and document clear SOPs across operations
- Improve internal tools, reporting, and dashboards
- Create clarity in ownership, workflows, and execution standards
- Act as the operational bridge between support, product, and leadership
- Drive accountability and follow-through across teams
- Surface issues early and propose practical solutions
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