Customer Operations Manager

About Luzern eCommerce

Luzern eCommerce has been helping ambitious brands grow their digital sales since 2003. The company works with well-known global names including On Running, Nestlé, Panasonic, Reebok, Stokke, Ultrahuman, Next, Twinning's, Bondi Sands, and Philips, supporting growth, improving margins, and delivering strong customer experiences across Amazon, major marketplaces, branded webstores, and social channels.

With substantial backing, Luzern eCommerce is focused on becoming a leading force in global eCommerce. Its award-winning team, AI-enabled Channel Optimizer platform, and ambitious strategy are shaping the future of online retail.

This is a full-time position based in Dublin, with a hybrid working arrangement.

Role Overview

The Customer Operations Manager will take ownership of post-purchase operations across multiple marketplaces and customer channels. The position suits someone who likes building structure, improving workflows, and supporting the growth of a scaling business.

You will oversee customer service, order management, and fraud operations, ensuring the team delivers a smooth customer journey while maintaining efficiency, strong standards, and continuous improvement. The role reports into the Senior Leadership Team and will help move customer operations toward a more scalable, data-led, and process-driven model through automation, AI, and ongoing enhancement.

Key Responsibilities

You will be responsible for coordinating the full post-purchase operational journey across customer service, fulfilment-related issue handling, and fraud/dispute activity.

• Direct the day-to-day customer operations activity across several marketplaces and sales channels.
• Coach, guide, and develop a high-performing operations team.
• Ensure customers receive timely support and well-managed issue resolution.
• Plan team coverage, balance workloads, and manage support during busy trading periods.
• Serve as the main escalation contact for customer, order, and fraud-related concerns.
• Own post-purchase order operations and make sure fulfilment issues are handled quickly and effectively.
• Work with cross-functional teams to resolve escalations and reduce repeat issues.
• Prepare weekly fraud reporting covering case volumes, patterns, and outcomes.
• Support risk mitigation and escalation handling where needed.
• Continuously refine processes and workflows to improve speed, quality, and efficiency.
• Spot bottlenecks, recurring problems, and improvement opportunities.
• Partner with other teams to strengthen fulfilment, escalation handling, and customer results.
• Promote consistent working practices, accountability, and operational excellence.
• Help evolve customer operations into a scalable function that supports business growth.
• Encourage the use of automation, AI-driven workflows, and other efficiency tools.
• Introduce technologies that improve productivity and reduce manual work.
• Build and maintain a roadmap for process innovation and operational improvement.
• Track efficiency improvements and report on operational impact.
• Deliver monthly reporting on customer service KPIs, ticket volumes, overtime, and team performance.
• Monitor performance metrics to identify trends, risks, and improvement areas.
• Update the Senior Leadership Team on major initiatives, operational changes, and business impact.
• Contribute actively in leadership meetings with updates on priorities, risks, and progress.

Requirements

The ideal candidate will bring strong leadership, analytical ability, and a clear record of improving customer operations in fast-moving environments.

• At least 5 years of experience in customer operations, customer service management, or a similar operational leadership role, ideally within eCommerce or marketplaces.
• A bachelor’s degree in Business, Operations, Management, or a related field is preferred.
• Background in Lean Six Sigma, Agile, or continuous improvement methods is an advantage.
• Experience leading teams, managing KPIs, and improving performance in a fast-paced setting.
• Proven ability to improve workflows, processes, and efficiencies to support scale and ongoing improvement.
• Experience building structured, process-led ways of working, including use of automation or AI-enabled tools to cut down manual effort.
• Strong analytical skills with the ability to interpret operational data and use it to guide decisions.
• Familiarity with OMS platforms, customer service systems, and fraud monitoring/reporting tools.
• Confident communication and stakeholder management skills, including presenting insights to senior leadership.

What We’re Looking For

• An individual motivated by the chance to improve and scale operational processes in a growing company.
• A process-oriented professional who enjoys finding inefficiencies and designing scalable ways of working.
• Someone who is comfortable in changing environments and can bring order to expanding operations.
• A supportive people leader who can encourage, guide, and develop a team.
• A proactive problem-solver who takes ownership and drives change.
• A well-organised collaborator who can manage several priorities across different teams.

Success Measures

• Greater operational maturity and scalability through process optimisation, automation, and AI-enabled efficiencies.
• A strong, organised, and high-performing customer operations team.
• Post-purchase processes that are efficient and able to scale with the business.
• Consistently strong customer satisfaction and service delivery standards.
• Effective collaboration across customer service, order management, fraud operations, and wider business teams.

Benefits

Luzern eCommerce offers a competitive salary and benefits package, along with annual leave and flexible working arrangements that support work-life balance. Employees also gain access to learning and development opportunities, a fun and inclusive workplace culture, an Employee Assistance Programme, and quarterly company social events.

Additional Information

The company is an equal opportunities employer and welcomes applications from all suitably qualified candidates. Reasonable adjustments can be provided during the recruitment process for those who need them.