Operations Manager – Customer Experience & E-commerce
L
LumiMedsTelehealth E-commerce
LATAM /Remote, U.S. business hoursFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- Team managementCross-functional collaboration
Requirements
- 3+ years of experience in Customer Experience, Customer Operations, or E-commerce Operations.
- Hands-on experience in e-commerce, DTC, subscription, or marketplace businesses.
- Direct experience managing Customer Service or CX teams in high-volume environments.
- Deep understanding of the end-to-end e-commerce journey.
- Proven track record of improving workflows, SOPs, and operational efficiency.
- Experience managing performance against metrics like CSAT, SLA, and response times.
- Strong analytical skills with the ability to identify operational trends and bottlenecks.
- Experience collaborating cross-functionally with Payments, Fulfillment, and Technology teams.
- Professional-level verbal and written communication skills in English.
- Availability to work U.S. business hours.
Responsibilities
- Manage daily performance of the Customer Experience function across phone, chat, and email.
- Lead, coach, and develop Customer Experience representatives and team leads.
- Oversee operational customer experience across the e-commerce lifecycle from purchase to post-purchase support.
- Partner with cross-functional teams to resolve payment, fulfillment, and shipping issues.
- Design and optimize SOPs, escalation paths, and internal workflows to support scaling.
- Monitor and report on key KPIs including CSAT, resolution times, and team productivity.
- Translate customer feedback into actionable recommendations for product and clinical teams.
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