Backend Operations Manager

About Us

We are a fast-growing jewelry brand for women, serving customers across the US and Europe. We are a lean, performance-driven team that moves fast, holds high standards, and genuinely enjoys working together. As we scale, we are looking for a strong Backend Operations Manager who can own the entire operational backend and grow with us.

What You Step Into

You are not starting from scratch. We have built a solid foundation for you to work from and improve on:

A fully integrated internal software system that covers all key operational areas, with existing SOPs already in place that you are encouraged to refine and improve over time
Internal sheets and dashboards that give you a clear, real-time view of performance across all backend departments
Direct access to the founders and other department heads, with short communication lines and fast decision-making
A motivated, high-quality team that is genuinely invested in doing good work
A structured environment where processes exist, but there is still room to make your mark

The Role

This is a senior, fully remote, full-time position. You will be the central pillar of our backend operations, managing a cross-functional team and ensuring that everything behind the scenes runs smoothly, efficiently, and at a high level. You report directly to the founders and have real ownership over your domain.

What You Will Own

Full operational management of the backend, including customer service, supply chain, dispute management, and inventory
Leading, coaching, and holding accountable a team of backend staff (CS agents, supply chain, and dispute roles)
Overseeing all customer service operations: quality control, response times, escalation handling, and policy enforcement
Managing supplier communication and the end-to-end supply chain: order flow, stock levels, and issue resolution
Owning dispute and chargeback management: prevention strategies, response processes, and win-rate tracking
Monitoring inventory levels, flagging low-stock risks, and coordinating replenishment with suppliers
Reviewing, maintaining, and where needed improving existing SOPs across all backend departments
Reporting weekly to the founders on key backend metrics: refund rates, chargeback rates, response times, team performance
Identifying bottlenecks proactively and proposing solutions before they become problems

What We Are Looking For

Minimum 2 years of experience in a comparable backend management or operations manager role
Proven experience managing a team of at least 10 people simultaneously
Background in e-commerce is required. Fashion dropshipping experience alone does not qualify
Fluent English, both written and spoken, is a hard requirement
Strong understanding of customer service operations, including quality control and escalation handling
Hands-on experience with dispute and chargeback management
Comfortable working with data and metrics. You track what matters and act on it
Highly organized, with the ability to manage multiple departments and priorities at once
Excellent written communication skills for both internal team management and external escalations
Experience writing and maintaining SOPs
Self-directed and reliable. You do not need to be micromanaged
Familiarity with tools such as Reamaze, Shopify, or similar e-commerce and CS platforms is a strong plus

How to Apply

We only accept applications through a short Loom video. Please record a video of approximately 1 minute where you introduce yourself and walk us through your relevant experience. Keep it natural and clear. Tell us who you are, what kind of backend operations you have managed, what size of team you have led, and what kind of results you delivered.

Applications submitted without a Loom video will not be reviewed.