[Hiring] Head of Business Operations for DTC E-commerce Brand @Paired

Role Description

We are hiring a Head of Business Operations to bring structure, clarity, and execution to the company’s core operations. This is a hands-on leadership role for someone who has worked in fast-moving DTC environments and knows how to fix messy systems, streamline workflows, and keep operations running reliably at scale. You will focus on building operational foundations, improving execution across teams, and reducing day-to-day firefighting for the founders.

Responsibilities

• Oversee Shopify backend workflows (orders, refunds, payments, fraud handling)
• Ensure stable operations between store, payment providers, logistics, and support
• Identify inefficiencies and implement automation where possible
• Manage and optimize global support teams (agents, QA, escalation flows)
• Define SLAs, refund logic, and escalation processes
• Reduce ticket volume by improving root causes (product, delivery, UX issues)
• Coordinate with suppliers and fulfillment partners
• Improve delivery timelines, stock visibility, and operational reliability
• Flag risks early (delays, stockouts, cost changes)
• Build and document clear SOPs across operations
• Improve internal tools, reporting, and dashboards
• Create clarity in ownership, workflows, and execution standards
• Act as the operational bridge between support, product, and leadership
• Drive accountability and follow-through across teams
• Surface issues early and propose practical solutions

What Success Looks Like

• Day-to-day operations run without constant founder involvement
• Customer support is predictable, efficient, and under control
• Backend systems are structured, documented, and scalable
• Operational issues are identified early and handled proactively
• Teams know what to do, and things get done without chaos

Qualifications

• Ideally, 7–10 years of total work experience in a fast-paced, unstructured environment
• DTC e-commerce operations with physical products is required; exposure to 8+ figure businesses is strongly preferred
• Strong understanding of Shopify and backend workflows
• Experience managing remote teams across multiple functions
• Track record of improving or rebuilding messy operational systems
• Highly structured thinker with strong execution focus
• Excellent written and spoken English
• Strong ownership mindset with bias toward action
• Able to simplify complexity and drive clarity

Additional Notes

• This is a senior execution role, not a coordinator position
• You will be expected to take ownership and improve systems, not just maintain them
• Candidates must have hands-on DTC experience in fast-moving environments
• Full remote flexibility
• Exposure to high-caliber business operations