Business Operations Manager for a DTC Company (US-Based/Remote)

Job Description

Paired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located.

Role Summary

We are looking for a Senior Business Operations Manager to own and scale all non-marketing operations across our e-commerce brands. This role is responsible for store backend operations, customer support, supply chain, HR operations, legal & compliance, brand protection, and finance operations. You are the person who ensures the business runs cleanly behind the scenes while growth happens in front of it. This is a hands-on leadership role with real ownership and not a coordinator position. You are also a clear, structured communicator who can align teams, document decisions, and keep execution moving across multiple functions.

About Our Clients

Our client is a fast-growing direct-to-consumer e-commerce brand specializing in premium home and lifestyle products, focused on delivering high-quality, thoughtfully designed items that enhance everyday comfort. With an international, remote-first team, our client emphasizes operational excellence, strong execution, and seamless customer experience across sourcing, fulfillment, and post-purchase support, and is now strengthening its operational foundation to support continued expansion across markets and product lines.

Responsibilities

• Store Backend & Operations
• Own Shopify backend operations (orders, refunds, fraud, payments, workflows)
• Ensure stable, scalable operational flows between store, payments, logistics, and support
• Oversee store admins, translators, web dev support, and backend tooling
• Implement automation and continuously reduce manual work

• Customer Support Operations
• Own global customer support operations (agents, supervisors, QA)
• Define SLAs, escalation paths, refund logic, and exception handling
• Work closely with CRO and product teams to reduce ticket volume at the source
• Track refunds, chargebacks, complaints, and operational KPIs
  
• Supply Chain & Inventory
• Oversee sourcing, suppliers, production timelines, and fulfillment partners
• Own inventory planning, forecasting, and stock health
• Coordinate logistics, shipping methods, and cost control
• Identify and mitigate risks early (delays, stockouts, COGS changes)
  
• HR Operations & People Ops
• Own hiring operations, onboarding, contracts, and offboarding
• Manage talent pipelines across regions (LATAM, PH, EU, etc.)
• Oversee people operations, role clarity, and compensation execution
• Partner with recruitment but own operational follow-through
  
• Legal, Compliance & Brand Protection
• Oversee DMCA processes, takedowns, and brand enforcement
• Coordinate with external law firms and compliance partners
• Ensure ADA / WCAG compliance across stores and assets
• Maintain operational compliance across platforms and markets
  
• Finance Operations (Execution-Level)
• Own operational finance workflows (refunds, payouts, invoices, tools)
• Ensure clean and reliable data flow into accounting and reporting systems
• Identify anomalies, cost leaks, and inefficiencies
• Support founders with accurate operational data and reporting
  
• Systems, SOPs & Execution
• Build and maintain SOPs across all operational functions
• Own internal tools, dashboards, and documentation
• Drive cross-team execution and accountability
• Act as the operational glue between departments

• Communication & Collaboration
• Communicate clearly and proactively across teams and leadership
• Translate complexity into simple, actionable plans
• Document decisions, processes, and expectations clearly
• Align stakeholders across operations, support, product, and leadership
• Raise risks early and communicate tradeoffs 

What Success Looks Like

• Operations scale seamlessly as the business grows, without breakdowns or bottlenecks
• Founders are fully removed from day-to-day backend firefighting
• Support, supply chain, HR, and compliance functions operate predictably and efficiently
• Risks and issues are identified early and addressed before causing impact
• Clear ownership exists across teams, with everyone aligned on responsibilities and accountability

Requirements

• Candidates from any country are welcome; however, applicants currently based in the United States will not be considered
• Proven experience in e-commerce / DTC operations, with direct ownership of backend and operational workflows
• Strong understanding of operational systems, cross-functional processes, and execution management
• Demonstrated ability to work remotely, manage remote, international teams across multiple regions
• Experience operating in fast-paced, high-volume environments
• Experience working closely with founders or executive leadership
• Very high level of English proficiency (written and spoken)
• Highly structured, detail-oriented, and process-driven
• Able to operate both strategically and hands-on when needed
• Strong systems thinker who designs scalable solutions, not short-term fixes
• Proactive problem-solver who identifies and addresses issues before escalation
• Clear and composed communicator, especially under pressure

Benefits

• USD 4,000 – 6,000 per month (base)
• Performance-based bonuses
• Long-term growth opportunity with increased responsibility
• Working closely with the Founders and experience working in an international setting