Operations Manager

About the Role

We’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 Own

• Lead customer support and backend operations with a focus on speed, quality, and consistency
• Build and optimize subscription retention strategies to reduce churn and increase LTV
• Monitor and actively reduce refunds, disputes, and chargebacks
• Manage brand reputation across platforms (Trustpilot, Shop, BBB, etc.) with fast, high-quality responses
• Track key operational metrics and continuously improve workflows and efficiency
• Build and refine customer success processes that improve the overall customer journey
• Work closely with leadership to improve operational performance and scale sustainably

What We’re Looking For

• Experience in operations, customer success, or customer service for a subscription-based health/wellness brand
• Proven impact on retention, churn reduction, refunds, or chargeback reduction
• Strong analytical mindset with comfort working with KPIs and operational data
• Highly organized with strong execution and team management skills
• Solid understanding of subscription business models and recurring revenue dynamics
• 1–2+ years of relevant experience (results matter more than tenure)

Preferred Experience

• Health, wellness, supplement, fitness, or nutrition subscription brands
• Fast-growing DTC or eCommerce subscription environments

Why This Role Matters

You 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.