CX Retention Ops Manager

New

Remote in Philippines, 9 AM to 5 PM Pacific TimeContractManager

Salary1,800 - 2,200 USD per month

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Job Details

3+ years of experience in Customer Experience (CX), CX Operations, Retention 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.
Experience managing Shopify orders, returns, refunds, and customer service operations.
Strong process-oriented mindset and project management skills.
Excellent written and verbal English communication skills.
Ability to effectively use AI and automation tools.
Must use a personal laptop and maintain a reliable, stable internet connection.

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.
Lead, coach, and support a team of customer support agents.
Manage daily retention operation including exchanges, store credit, and returns logic.
Build and maintain weekly dashboards and reporting in Google Sheets.
Establish and manage product feedback loops.
Partner with Marketing, Product, and Support teams.

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