Senior Customer Operations Manager

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TalentPop

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🤝 B2B

🛍️ eCommerce

🎯 Recruiter

B2B • eCommerce • Recruitment

TalentPop is a managed staffing and outsourcing company that provides trained remote specialists to support e-commerce and consumer-facing brands. They match and supply roles such as customer service specialists, executive assistants, marketing assistants, influencer marketing specialists, e-commerce sales associates, and brand concierges to help businesses scale customer support, marketing, and operations. TalentPop positions itself as a B2B service for online brands and highlights cost-effective, scalable, staffed solutions (the site notes pricing starting from hourly rates) and industry focus areas like e‑commerce, retail, SaaS, beauty & wellness, fintech, travel & hospitality.

📋 Description

• Own the operational strategy for post-purchase customer operations. • Build scalable systems, workflows, and SOPs that improve efficiency and consistency. • Establish KPI reporting, operational reviews, and performance dashboards. • Drive continuous process improvement through data, root-cause analysis, and automation. • Improve revenue recovery across returns, exchanges, and cart recovery. • Lead and develop a high-performing customer support team. • Establish the team’s operating rhythm through KPI reviews, reporting, action planning, and accountability. • Analyze operational performance, identify trends and root causes, and implement process improvements. • Design scalable workflows and automation that improve efficiency and reduce operational friction. • Build repeatable systems, SOPs, and reporting that support long-term operational excellence. • Manage the daily retention operation, ensuring exchanges, store credit, and returns logic run smoothly through Navidium and Shopify. • Monitor cart recovery performance and optimize abandoned checkout workflows to improve recovery outcomes. • Audit and uphold QA compliance across customer support using Gorgias QA, tagging, and agent performance data. • Track ticket backlog and ensure SLA targets are consistently achieved. • Lead, coach, and develop customer support agents through QA reviews, performance feedback, skill development, and continuous coaching to improve quality and operational performance. • Build reporting and feedback loops that provide leadership visibility while partnering cross-functionally to improve products, processes, and customer outcomes.

🎯 Requirements

• 5+ years of experience in e-commerce operations, customer operations, CX Operations, or business operations within a DTC or e-commerce environment. • Proven ownership of operational KPIs, reporting, process improvement, and cross-functional execution with measurable business impact. • Strong analytical skills with experience in KPI reporting, root-cause analysis, and data-driven decision-making. • Experience optimizing post-purchase operations, including Shopify orders, returns, exchanges, and customer support workflows. • Hands-on experience with Gorgias or a comparable helpdesk and QA platform. • Experience leading, coaching, and developing remote customer support teams while driving operational performance. • Strong project management, process improvement, and cross-functional collaboration skills. • Excellent written and verbal English communication skills. • Demonstrated ability to leverage AI, automation, and modern tools to eliminate repetitive work, improve decision-making, and build scalable operational systems. • High integrity, accountability, and ownership in a fully remote environment. • Reliable personal laptop and stable internet connection.

🏖️ Benefits

• No benefits - Contract Work • U.S. holiday schedule • PTO to be defined in the Deel Contract