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.