Head of Business Operations for a DTC Company (US-Based/Remote) at Paired

, , Colombia -

Full Time

Start Date

Immediate

Expiry Date

17 May, 26

Salary

6000.0

Posted On

16 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Business Operations, Shopify Backend Operations, Customer Support Operations, Supply Chain Management, Inventory Forecasting, HR Operations, Legal Compliance, Brand Protection, Finance Operations, SOP Development, Cross-functional Alignment, Remote Team Management, DTC Experience, Process Improvement, Stakeholder Communication, Execution Management

Industry

Outsourcing and Offshoring Consulting

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 Head of Business Operations to own and scale all non-marketing operations. 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 (DTC) 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 Candidates from any country are welcome, provided they can reliably work within U.S. time zone hours Experience operating within a DTC brand generating eight-figure annual revenue is required 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, and 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 Proactive problem-solver who identifies and addresses issues before escalation Clear and composed communicator, especially under pressure 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

Responsibilities

This leadership role is responsible for owning and scaling all non-marketing operations, including store backend, customer support, supply chain, HR, legal, compliance, and finance operations to ensure clean business function behind the scenes. Key duties involve building and maintaining SOPs, owning internal tools, driving cross-team execution, and translating complexity into actionable plans for leadership.