[Hiring] Head of Operations @Paired

Role Description

We are seeking a hands-on Head of Operations to take full ownership of the company’s operational functions and work directly with the founder. This person will serve as the founder’s right hand for operations, taking over day-to-day operational responsibilities while building a scalable operating structure that supports rapid business growth.

You will oversee the entire operational ecosystem, including:

• Supply chain
• Inventory planning
• Manufacturing
• Quality and compliance
• Fulfillment
• Customer experience operations
• Vendor management
• Cross-functional execution

This is a high-ownership role for someone who can operate independently, solve problems proactively, negotiate effectively, and build systems without requiring extensive direction.

This position reports directly to the Founder and will serve as the company’s senior operational leader, with responsibility for building and leading the operations function.

Working Arrangement: NYC-based candidates are preferred, but exceptional candidates outside New York will be considered. Candidates must be able to work with significant EST timezone overlap, with EST working hours preferred.

Responsibilities

• Supply Chain & Inventory Management
  • Own end-to-end supply chain operations, including demand forecasting, inventory planning, purchase orders, and replenishment.
  • Build and maintain accurate inventory forecasting systems to prevent stockouts and excess inventory.
  • Oversee third-party logistics (3PL) partners and ensure fulfillment operations remain efficient as order volume scales.
  • Improve production planning and reduce manufacturing lead times through better forecasting and supplier coordination.
• Manufacturing & Cost Optimization
  • Identify, evaluate, and onboard new supplement manufacturers across the US and China.
  • Lead commercial negotiations with manufacturers to secure competitive pricing, better payment terms, and favorable production agreements.
  • Continuously optimize cost of goods sold (COGS) without compromising product quality.
  • Build strong supplier relationships and establish reliable manufacturing partnerships.
• Quality Assurance & Regulatory Compliance
  • Ensure manufacturing partners meet applicable supplement industry standards and regulatory requirements.
  • Oversee Certificates of Analysis (COAs), certifications, cGMP documentation, and quality assurance processes.
  • Establish quality control procedures to minimize product defects, compliance risks, and potential recalls.
  • Ensure product manufacturing and labeling processes meet relevant US regulatory requirements.
• Product Development & Launch Operations
  • Lead operational readiness for new product and SKU launches.
  • Coordinate packaging, manufacturing, inventory availability, and fulfillment requirements.
  • Ensure cross-functional teams are aligned and products are ready for launch timelines.
  • Improve operational processes for existing products and packaging.
• Customer Experience Operations
  • Oversee the Head of Customer Support and ensure the customer support function scales with business growth.
  • Monitor and improve key operational CX metrics, particularly return rates, refund rates, and payment chargebacks.
  • Partner with the customer support team to identify recurring customer issues and implement solutions.
  • Develop processes that protect customer experience while minimizing unnecessary operational costs.
• Vendor, Legal & Brand Protection
  • Audit agency, software, and third-party vendor expenses to identify cost-saving opportunities.
  • Oversee vendor contracts, commercial agreements, and operational legal matters.
  • Coordinate brand protection initiatives, including identifying and addressing counterfeit products and unauthorized copycats.
  • Ensure appropriate operational controls and compliance processes are in place.
• Operational Infrastructure & Leadership
  • Build scalable SOPs, workflows, reporting structures, and operational dashboards.
  • Define and monitor core operational KPIs.
  • Lead cross-functional execution across operations, customer experience, creative, and other business functions.
  • Build and develop the operations team as the business expands.
  • Take full ownership of operational execution and remove operational bottlenecks before they impact growth.

What Success Looks Like in First 90 Days

• Take full ownership of day-to-day operations, significantly reducing the founder’s involvement in operational execution.
• Rebuild inventory forecasting into a reliable, easy-to-use reporting system, ideally supported by AI-powered automation.
• Establish clear inventory ordering processes and stronger oversight of 3PL operations.
• Define the company’s core operational KPIs and reporting cadence.
• Identify opportunities to reduce COGS and negotiate improved supplier pricing and payment terms.
• Improve production planning and reduce manufacturing lead times.
• Work with the customer support team to identify and reduce returns and chargebacks.
• Audit agency and software expenses and implement cost-saving measures.
• Establish a scalable operational structure with clear ownership, SOPs, and accountability.

Qualifications

• Significant experience leading operations at high-growth DTC brands, ideally businesses generating multiple eight-figure or nine-figure annual revenues.
• Direct experience in the supplement, nutraceutical, or wellness industry, with a strong understanding of manufacturing, quality assurance, and regulatory compliance.
• Proven experience managing end-to-end supply chain operations, including demand forecasting, inventory management, purchase orders, and 3PL oversight.
• Demonstrated experience sourcing and negotiating with manufacturers, particularly across the US and China.
• Strong knowledge of supplement manufacturing requirements, including COAs, cGMP standards, certifications, and quality control processes.
• Experience managing customer support operations and improving returns, refunds, and chargeback performance.
• Previous experience leading teams and managing other functional leaders.
• Strong commercial negotiation skills and a track record of reducing operational costs.
• Ability to operate independently, make decisions, and take ownership without requiring constant direction.

Preferred Qualifications

• Previous experience as a Head of Operations, or equivalent senior operational leadership role.
• Experience scaling a DTC subscription business through periods of rapid growth.
• Financial and commercial acumen, including budgeting, cost control, and unit economics.
• Experience implementing AI-powered dashboards, automation, and operational reporting systems.
• Experience building operational teams and infrastructure from an early-stage environment.

Ideal Candidate Profile

• Highly autonomous: Can take ownership and execute without waiting for instructions.
• Commercially minded: Understands how operational decisions impact margins, cash flow, and business growth.
• Scrappy and resourceful: Comfortable building systems from scratch in a lean environment.
• Detail-oriented: Particularly when it comes to inventory, manufacturing quality, compliance, and financial controls.
• Proactive: Identifies risks and solves problems before they become business-critical.
• Execution-driven: Can move quickly while maintaining operational discipline.

Benefits

• Competitive salary, with flexibility for exceptional candidates.
• Full-time remote opportunity open to candidates worldwide.
• Significant performance-based incentives tied to key operational metrics.
• Potential for future equity participation, subject to performance review and a defined roadmap.
• Join a lean, fast-moving team where decisions are made quickly and ideas are implemented without unnecessary bureaucracy.