E-Commerce Operations Manager

The Operations Manager is the founder's right hand, the person who holds the whole machine together.

You've run customers and vendors for a DTC brand at the same time.

You'll run a 13-person customer service team and own every agency relationship we have.

You'll build the systems that let us scale without everything routing through one person.

You'll have the freedom to test and implement SOPs that let us scale.

If this sounds like you, read on.

The Role

• Manage a CS team across email and phone/SMS
• Act as the bridge between our agencies and our internal creative team, especially during US hours when the founder is offline
• Build SOPs and QA processes for our two ad uploaders across 7 ad accounts
• Review our developer's designs daily before anything is published
• Support ongoing split tests on our subscription cancellation flows to increase customer lifetime value
• Approve creatives, designs, and agency output against brand guidelines and checklists

This Is for You If...

• Solution Bringer. You bring answers, not a list of questions
• Fast Learner. You pick up new tools and contexts quickly
• Calm Leader. You hold standards high without ever being bossy
• Detail-Obsessed. A broken URL or off-brand design never gets past you

Skills & Experience

Must-Haves:

• 2+ years in operations at a DTC or e-commerce brand
• Experience managing a customer service team
• Experience managing external agencies or vendors
• Excellent English skills (C2 level)

Nice-to-Haves:

• Experience with Slack, Asana, Shopify, Checkout Champ, Loop, Figma, Meta Ads Manager, or Google Ads
• Experience with paid media QA, ad account structure, or creative performance analysis
• Experience with subscriptions, retention, or cancellation flow testing
• Experience with conversion rate optimization
• Experience with Amazon marketplace operations

What We Offer

• Compensation: $3,000/month
• Schedule: Remote, Monday to Friday, aligned to US Eastern Time
• Ownership: you own your areas outright, and we do not micromanage
• Growth: you help shape how we hire, onboard, and operate as we grow

About Us

We're a DTC health brand and the number one seller in our product category on Meta.

We run a small, sharp team, a website that competes with billion-dollar brands, and specialist agencies across every major channel.

Good people, direct communication, mutual respect. No shouting, no bossing people around.

We'd love for you to join us!

Submit your application, and we will be in touch soon.

Note: Only resumes in English will be taken into consideration.

In the form, please respond "keystone" to the "Why should we consider YOU for this position?" question.

Important Note: This is a contractor position, not an employee role.