Operations Manager – Customer Experience, E-commerce

LumiMeds

. Own the day-to-day performance of the Customer Experience function across phone, chat, email, and other support channels .

Posted 11/1/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing Customer Experience operations across multiple channels, with a strong focus on e-commerce processes, customer satisfaction metrics, and operational efficiency. Proven ability to lead teams, analyze performance data, and implement scalable solutions to enhance the customer journey.

Highest-signal resume keywords

Customer Experience ManagementE-Commerce OperationsKPI Performance ManagementCross-Functional CollaborationAnalytical Problem Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ExperienceE-CommerceOperational EfficiencyWorkflow ImprovementSOP DevelopmentData AnalysisKPI MonitoringOrder ManagementFulfillment ProcessesCustomer Journey Mapping

Soft Skills

LeadershipCoachingCommunicationAdaptabilityTeam Development

Tools & Technologies

E-Commerce ToolsCustomer Experience ToolsData Analytics SoftwareCRM SystemsAutomation Tools

Industry Keywords

DTCSubscription BusinessMarketplaceCustomer SatisfactionFast-Moving Startup

About the role

Key responsibilities & impact

Own the day-to-day performance of the Customer Experience function across phone, chat, email, and other support channels
Lead, coach, and develop Customer Experience representatives and team leads
Ensure appropriate staffing, scheduling, coverage, and escalation processes as customer volume grows
Maintain standards for response times, resolution quality, accuracy, and customer satisfaction
Serve as the senior escalation point for complex customer and patient issues
Own the operational customer experience across the e-commerce lifecycle, including purchase, payment, order processing, fulfillment, shipping, delivery, recurring orders, and post-purchase support
Identify friction points affecting conversion, customer satisfaction, retention, or repeat purchases
Partner with Payments and Fraud teams on payment failures, refunds, chargebacks, billing questions, and transaction issues
Work with Fulfillment and Pharmacy Operations to improve order accuracy, shipping visibility, delivery timelines, and issue resolution
Improve subscription, recurring-order, cancellation, refund, and retention experiences
Analyze recurring customer contacts and implement scalable solutions
Design and improve workflows, SOPs, escalation paths, scripts, and internal processes
Reduce unnecessary customer contacts through better processes, automation, self-service, and clearer communication
Build scalable processes for increasing order and customer volume
Partner with Product, Technology, Clinical, Compliance, Marketing, Payments, and Fulfillment teams
Translate customer feedback and recurring issues into actionable recommendations
Support implementation and optimization of customer experience and e-commerce tools
Own and monitor CX and operational KPIs including CSAT, response and resolution times, contact volume, escalation rates, productivity, quality, refunds, cancellations, fulfillment contacts, and repeat contacts
Use data to identify trends, bottlenecks, and improvement opportunities
Provide leadership with reporting on performance, customer friction, and operational priorities

Requirements

What you’ll need

3+ years of experience in Customer Experience, Customer Operations, E-commerce Operations, or a similar operational leadership role
Hands-on experience working in an e-commerce, DTC, subscription, marketplace, or digitally enabled consumer business
Previous experience directly managing Customer Service or Customer Experience teams in a high-volume environment
Strong understanding of the end-to-end e-commerce customer journey, including checkout, payments, order management, fulfillment, shipping, refunds, cancellations, and post-purchase support
Proven experience improving customer experience workflows, SOPs, escalation processes, staffing, or operational efficiency
Experience managing performance against KPIs such as CSAT, SLA, response time, resolution time, quality, and productivity
Strong analytical mindset with the ability to identify patterns in customer contacts and operational data
Experience collaborating with cross-functional teams such as Payments, Fulfillment, Product, Marketing, Technology, and Operations
Excellent written and verbal communication skills in English
Comfortable working in a fast-moving startup environment where processes are continuously evolving
Professional-level English communication
Availability to work U.S. business hours

Benefits

Comp & perks

Remote-first, globally distributed team
Remote work arrangement
Equal opportunity employer