Senior Customer Operations Manager | REMOTE

Job Description

Senior Customer Operations Manager Full-Time | Remote | Philippines Build Smarter Systems. Lead Better Operations. TalentPop partners with fast-growing e-commerce brands to build high-performing remote teams. We're looking for a Senior Customer Operations Manager who thrives on improving operations, building scalable systems, and leading teams that deliver exceptional customer experiences. This is an operations-first leadership role where you'll optimize post-purchase workflows, improve customer retention, leverage automation, and use data to drive continuous improvement. If you're passionate about solving complex operational challenges and creating systems that help businesses scale, we'd love to meet you. What You'll Do Build scalable workflows, SOPs, and operational systems. Drive continuous process improvement through data, automation, and operational insights. Optimize returns, exchanges, cart recovery, and customer retention operations. Monitor KPIs, reporting, SLA performance, QA compliance, and operational health. Lead, coach, and develop a high-performing remote customer support team. Partner cross-functionally to improve customer experience and business performance. Identify root causes and implement long-term, scalable solutions. What We're Looking For 5+ years of experience in Customer Operations, CX Operations, Business Operations, or E-commerce Operations. Experience leading remote customer support teams. Strong knowledge of operational KPIs, reporting, and process improvement. Experience with Shopify and customer support platforms such as Gorgias or similar tools. Strong analytical, organizational, project management, and communication skills. Experience using AI and automation to improve operational efficiency. A proactive, ownership-driven mindset with a passion for continuous improvement. Reliable personal computer and stable internet connection. Nice to Have Experience with Navidium or similar returns management platforms. Experience building SOPs and workflow automation. Experience with reporting and business intelligence tools such as Looker Studio, Airtable, or Power BI. Experience supporting DTC or e-commerce brands. Familiarity with Voice of Customer (VOC) programs and customer feedback initiatives. Why Join TalentPop? At TalentPop, we're passionate about helping e-commerce brands grow through exceptional people, smart systems, and outstanding customer experiences. We value ownership, collaboration, innovation, and continuous improvement, giving our team members the opportunity to make a real impact while growing their careers in a fully remote environment. Ready to Apply? If you're passionate about operational excellence, process optimization, and building high-performing teams, we'd love to hear from you. Apply today and become part of TalentPop!