Senior Operations Manager at Scale Army

Job description

This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone. Our client is a rapidly growing direct-to-consumer (DTC) ecommerce company operating across multiple consumer packaged goods (CPG) brands within the wellness space. The business manages a fast-moving operational environment spanning customer experience, fulfillment, marketing, backend systems, and operational infrastructure, and is seeking a highly detail-oriented operator to help streamline and scale the organization. LocationFully Remote | 9 AM - 5 PM EST Role OverviewThe Senior Operations Manager will oversee and optimize customer service operations, fulfillment coordination, and operational systems across a rapidly growing ecommerce company. This role will serve as a highly hands-on operational leader responsible for managing the customer service function, coordinating with 3PL and fulfillment partners, and overseeing the operational tooling and systems that support the customer experience lifecycle. The ideal candidate is highly detail-oriented, operationally strong, proactive, and comfortable operating in fast-paced startup environments where speed, ownership, and execution matter. This person will initially operate directly within day-to-day workflows while helping build scalable operational processes, systems, and infrastructure as the business continues growing. Key ResponsibilitiesCustomer Service Operations• Execute the day-to-day customer service function across email, chat, and future support channels • Manage customer escalations and ensure a high-quality customer experience • Develop and improve customer support workflows, SOPs, and FAQs • Monitor support performance metrics and resolve operational bottlenecks • Build scalable customer support systems as the business continues growing • Support the hiring, onboarding, and management of future customer support team members Fulfillment & 3PL Coordination• Serve as the operational bridge between customer support and fulfillment partners • Coordinate closely with 3PL and logistics providers to resolve shipping and operational issues • Improve workflows related to orders, fulfillment, subscriptions, returns, and customer communication • Maintain operational visibility across fulfillment processes and identify opportunities for improvement • Ensure smooth communication between operational systems, customer service, and fulfillment teams Systems & Operational Tooling• Manage and optimize operational systems including Gorgias and Sticky.io (CRM) • Leverage AI to reduce headcount needs within the function through automation and workflow improvements • Improve operational efficiency through AI-enabled workflows and automation opportunities • Ensure operational systems and workflows remain organized, scalable, and efficient • Assist with reporting, dashboards, and operational visibility across departments • Support the implementation of additional support and communication infrastructure over time Operational Leadership• Operate with strong ownership and accountability across the business • Proactively identify inefficiencies and implement solutions • Thrive in a fast-paced, high-performance startup environment • Maintain a highly detail-oriented and execution-focused approach to operations • Work closely with leadership to support operational scaling initiatives QualificationsExperience• 3+ years of experience in operations, ecommerce operations, customer experience operations, or support operations • Previous experience within a DTC or CPG ecommerce company strongly preferred • Experience working within fast-paced startup or high-growth environments • Experience managing operational workflows across customer service and fulfillment functions Skills• Strong operational and systems-thinking abilities • Excellent communication and organizatio