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Role: Senior Customer Operations Manager Employment Type: Full-Time Contract Role through Deel Location: Remote in Philippines Schedule / Time Zone Expectations: M-F | 9 AM to 5 PM Pacific Time Compensation Structure: $2,500–$3,500/month We anticipate most offers will fall between $2,500–$3,000 USD/month . Compensation of up to $3,500 USD/month is reserved for exceptional candidates with highly relevant experience and demonstrated impact. About The Role The Senior Customer Operations Manager owns the operational systems that drive post-purchase customer experience, revenue recovery, and retention. While this role leads a customer support team, its primary responsibility is designing, optimizing, and scaling the operational engine behind returns, exchanges, cart recovery, QA, reporting, and continuous process improvement. This is an operations-first leadership role for someone who thrives in building structure, creating operating rhythms, solving root-cause problems, and using data to improve business performance. Success is measured by stronger operational execution, improved KPIs, higher revenue recovery, and scalable processes—not simply managing customer support. The ideal candidate operates independently, identifies opportunities before they become problems, and partners cross-functionally to continuously improve how the business serves customers while protecting revenue. Key Metrics You'll Own Net Return Rate Exchange Rate Cart Recovery Rate QA Compliance SLA Performance & Ticket Backlog Operational Efficiency Reporting Accuracy Product Feedback Resolution Agent Performance & Quality What Success Looks Like The successful candidate will: Build scalable operational systems that improve efficiency and customer outcomes. Own KPI reporting, operational cadence, and data-driven decision making. Identify root causes and implement sustainable process improvements. Coach and develop a high-performing customer support team. Drive measurable improvements in revenue recovery, retention, and operational performance. Essential Functions Own the operational strategy for post-purchase customer operations. Build scalable systems, workflows, and SOPs that improve efficiency and consistency. Establish KPI reporting, operational reviews, and performance dashboards. Drive continuous process improvement through data, root-cause analysis, and automation. Improve revenue recovery across returns, exchanges, and cart recovery. Lead and develop a high-performing customer support team. Primary Responsibilities Establish the team’s operating rhythm through KPI reviews, reporting, action planning, and accountability. Analyze operational performance, identify trends and root causes, and implement process improvements. Design scalable workflows and automation that improve efficiency and reduce operational friction. Build repeatable systems, SOPs, and reporting that support long-term operational excellence. Manage the daily retention operation, ensuring exchanges, store credit, and returns logic run smoothly through Navidium and Shopify. Monitor cart recovery performance and optimize abandoned checkout workflows to improve recovery outcomes. Audit and uphold QA compliance across customer support using Gorgias QA, tagging, and agent performance data. Track ticket backlog and ensure SLA targets are consistently achieved. Lead, coach, and develop customer support agents through QA reviews, performance feedback, skill development, and continuous coaching to improve quality and operational performance. Build reporting and feedback loops that provide leadership visibility while partnering cross-functionally to improve products, processes, and customer outcomes. Required Experience & Skills 5+ years of experience in e-commerce operations, customer operations, CX Operations, or business operations within a DTC or e-commerce environment. Proven ownership of operational KPIs, reporting, process improvement, and cross-functional execution with measurable business impact. Strong analytical skills with experience in KPI reporting, root-cause analysis, and data-driven decision-making. Experience optimizing post-purchase operations, including Shopify orders, returns, exchanges, and customer support workflows. Hands-on experience with Gorgias or a comparable helpdesk and QA platform. Experience leading, coaching, and developing remote customer support teams while driving operational performance. Strong project management, process improvement, and cross-functional collaboration skills. Excellent written and verbal English communication skills. Proficiency with AI and automation tools to improve operational efficiency. High integrity, accountability, and ownership in a fully remote environment. Reliable personal laptop and stable internet connection. Preferred Experience & Skills Experience building SOPs, implementing workflow automation, and leading operational improvement initiatives. Experience with Navidium or comparable returns and exchange platforms. Familiarity with abandoned checkout and cart recovery workflows. Experience building reports, dashboards, and analyses in Google Sheets. Familiarity with customer surveys, Voice of Customer (VOC), and customer feedback platforms. Experience working with premium apparel, fashion, or consumer product brands. Experience supporting older or less tech-savvy customer demographics. Experience improving exchange rates and retention through customer insights, fit feedback, and product recommendations. Current Tech Stack Gorgias Shopify Navidium Google Sheets Abandoned checkout workflows Benefits No benefits - Contract Work U.S. holiday schedule PTO to be defined in the Deel contract How To Apply ? Application Application Code: BRP-LI
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