Operations Manager

Operations Manager

About us
We are a fast-growing direct-to-consumer brand of hair styling tools (GoBrush Pro, GoBrush Mini/Max, GoCurl Pro), selling mainly to women aged 45-65, with growth driven by paid social and search (Meta, Google, AppLovin, TikTok). Founder-led, international, lean teams supported by Notion-based systems and automation.

The role
The Operations Manager owns everything that happens after a customer clicks an ad: the website, stock on Shopify and Amazon, the support experience, and sales reporting. Reports directly to the founder and leads five people: the Customer Support Manager, the CRO/website team (developer, designer, copywriter) and an inventory & product VA. AI-first, automate-everything mindset.

Engagement: fully remote, full-time contractor, starting immediately. Must have at least 4 hours of daily overlap with Dubai time (GST).

Key responsibilities
1. Website & CRO: keep the Shopify site, product/landing pages and offers accurate and live on schedule; set weekly team priorities; run an A/B testing roadmap; monitor speed, uptime, apps and checkout; align landing pages with marketing.
2. Inventory & forecasting: build SKU-level demand forecasts (sales data, ad spend, seasonality such as Q4/BFCM); plan reorders and lead times with the supplier; keep fulfilment center and Amazon stock healthy; track sell-through and days of cover; manage the inventory VA.
3. Customer support: manage the Support Manager; set response, resolution and CSAT targets; oversee refunds, returns, replacements and fraud review; turn tickets and reviews into insights.
4. Amazon & sales performance: own the Amazon channel day to day (stock, listings, reviews, account health); monitor Shopify revenue, CVR, AOV and returning customers; report weekly to the founder with recommendations; work with the Head of Performance.
5. AI & automation: replace repetitive work with AI workflows and automations across Shopify, Notion, Slack, Google Sheets, helpdesk and AI models using Zapier, Make or n8n; document systems in SOPs.
6. Leadership: regular check-ins with direct reports, weekly priorities, hiring and onboarding within operations.

KPIs: revenue vs target (Shopify, Amazon, total); conversion rate, AOV, tests shipped, uptime; zero stockout days, forecast accuracy, days of cover; Amazon listing/account health; FRT, resolution time, CSAT, refund rate; hours of manual work removed and live automations.

Must-haves
- 4+ years in e-commerce operations, ideally at a DTC brand on Shopify
- Proven people management, including a support lead and a web/creative team
- Hands-on inventory and demand planning with physical products, including Amazon
- Strong practical AI skills: has built real automations and AI workflows
- Comfortable with Shopify, Amazon Seller Central, Google Sheets/Excel, Notion and a helpdesk tool (Gorgias, Zendesk)
- Data-driven, organized, owns outcomes without close supervision
- Excellent written English

Nice-to-haves
- No-code automation (Zapier, Make, n8n) or light scripting
- CRO or A/B testing background
- Overseas suppliers and fulfilment centers
- Fast-growing, founder-led startup experience
- Serving an older (45+) customer base

Notes for recruiters
- Screen AI/automation skills early: ask candidates to walk through an automation or AI workflow they built and the result it delivered.
- Avoid pure people-managers who delegate everything, or specialists who have only done one of the three areas.

Skills

4+ years in e-commerce operations (ideally DTC on Shopify); people management including a support lead and web/creative team; inventory and demand planning for physical products including Amazon; practical AI and automation skills; excellent written English.

No-code automation (Zapier, Make, n8n), CRO/A-B testing background, overseas suppliers and fulfilment centers, founder-led startup experience, serving a 45+ customer base.