Senior Customer Operations Manager
New
T
TalentPopE-commerce Operations
Remote in Philippines, M-F | 9 AM to 5 PM Pacific TimeContractSenior
Salary2,500 - 3,500 USD per month
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Job Details
- Languages
- English
- Experience
- 5+ years
- Required Skills
- Project ManagementShopifyProcess improvement
Requirements
- 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.
- 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.
- Hands-on experience with Gorgias or a comparable helpdesk and QA platform.
- Experience leading, coaching, and developing remote customer support teams.
- Strong project management, process improvement, and cross-functional collaboration skills.
- Excellent written and verbal English communication skills.
- Demonstrated ability to leverage AI, automation, and modern tools to eliminate repetitive work.
- High integrity, accountability, and ownership in a fully remote environment.
- Reliable personal laptop and stable internet connection.
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.
- 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.
- 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 and performance feedback.
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