Head of Operations

About the Company

We are a direct-to-consumer (DTC) e-commerce business poised to reach $100 million in revenue by 2026. Despite rapid growth, our operational infrastructure requires significant development to support continued scaling effectively. We are building the foundational systems to support this growth and seeking a leader to take full ownership.

Role Mission

Your primary responsibility is to transform a fast-growing, founder-led company into a scalable operation by creating strong, systematic frameworks that support exceeding $100 million in revenue.

Key Responsibilities

• Develop, document, and implement systems and standard operating procedures (SOPs) that replace undocumented processes with reproducible and self-correcting workflows.
• Maintain a master project list that translates the founder's continuous ideas into well-defined projects with clear ownership and deadlines; ensure accountability by assigning individual owners rather than committees.
• Design and oversee a unified data architecture that consolidates inputs from Slack, Notion, advertising metrics, transactions, customer transcripts, and customer experience, creating actionable, function-specific dashboards. Collaborate with an in-house AI developer who carries out the technical implementation.
• Drive automation efforts for all processes that do not benefit from human involvement, reserving human effort for creative and predictive tasks while using AI for monitoring rather than management.
• Manage end-to-end recruitment and onboarding processes including sourcing candidates, interviewing, and preparing offers; final approvals are with the founder. Ensure new hires are evaluated through a 30-day performance checkpoint.
• Lead the Head of Product function by recruiting this key role, establishing operational rhythms, and ensuring delivery of outcomes over mere activities.
• Oversee customer-facing operations including customer experience team structure, AI-assisted support platforms (such as Reamaze), returns, warranties, and fulfillment service level agreements, preventing service failures and chargebacks.
• Coordinate the operational aspects of new product launches, managing cross-functional activities related to merchandising, sourcing, logistics, creative work, and fulfillment to meet launch dates.
• Manage relationships with external agencies, oversee commercial agreements, and control all staff-level access and permissions for operational platforms.

Criteria for Success

• Significantly reduce operational demands on the founder.
• Achieve high execution speed with well-tracked and accountable project ownership and completion.
• Ensure all key operational functions have documented systems that are actively maintained and improve continuously.
• Systems created are effectively adopted and actively used, not simply implemented and neglected.

Required Qualifications and Experience

• Minimum six years of operational leadership experience within DTC or e-commerce, especially during phases of rapid and disruptive growth.
• Proven success in transforming founder-led, disorganized operations into structured, scalable systems with clear adoption and measurable impact.
• Strong orientation toward AI and automation, with experience building systems that convert diverse data sources into actionable decisions.
• Demonstrated ability as a hands-on leader who personally builds initial solutions and progressively expands the team, including managing an Operations Assistant and AI developer.
• A versatile generalist comfortable handling various operational domains and capable of questioning problem definitions to align with company goals.
• Experience handling customer service operations related to physical product fulfillment, including returns, warranties, damage claims, service-level agreements, and minimizing chargebacks.
• Beneficial but not mandatory: a quantitative skill set and practical experience with Shopify and customer experience platforms used at scale.

Why Join Us

• Unparalleled scope and responsibility usually divided among multiple people, combined into one challenging chief operational role.
• Proximity to company leadership with direct influence on strategic decisions rather than second-hand involvement.
• Opportunity to claim the Head of Operations title at a significant nine-figure company prior to the role becoming widely recognized and expensive.
• Chance to help build and structure the company’s operational assets ahead of a projected nine-figure exit in 2028, shaping what will be valued at that time.