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 LTVMonitor 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