Operations Manager

About the RoleWe’re looking for a hands-on Operations Manager to take full ownership of customer experience, subscription performance, and backend operations for a fast-scaling health & wellness brand.This role sits at the core of the business - your work directly impacts retention, refunds, chargebacks, and overall customer trust. You’ll be responsible for turning operations into a growth lever, not just a support function.If you’ve worked with subscription-based brands before, you already know: small improvements in churn, support speed, and dispute handling can create massive revenue impact. That’s exactly what this role is built for.What You’ll OwnLead customer support and backend operations with a focus on speed, quality, and consistencyBuild and optimize subscription retention strategies to reduce churn and increase LTVMonitor and actively reduce refunds, disputes, and chargebacksManage brand reputation across platforms (Trustpilot, Shop, BBB, etc.) with fast, high-quality responsesTrack key operational metrics and continuously improve workflows and efficiencyBuild and refine customer success processes that improve the overall customer journeyWork closely with leadership to improve operational performance and scale sustainablyWhat We’re Looking ForExperience in operations, customer success, or customer service for a subscription-based health/wellness brandProven impact on retention, churn reduction, refunds, or chargeback reductionStrong analytical mindset with comfort working with KPIs and operational dataHighly organized with strong execution and team management skillsSolid understanding of subscription business models and recurring revenue dynamics1–2+ years of relevant experience (results matter more than tenure)Preferred ExperienceHealth, wellness, supplement, fitness, or nutrition subscription brandsFast-growing DTC or eCommerce subscription environmentsWhy This Role MattersYou won’t just be managing operations — you’ll be directly shaping customer retention, revenue stability, and brand reputation. This is a high-impact role in a performance-driven environment.