Head of Operations & Business Management

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)

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.