Operations Manager (Supply Chain & Subscriptions) – E-Commerce Subscription Brand

ABOUT US
We are a fast-growing e-commerce company running a scaling subscription brand in the health & wellness space, selling across the Big 5 English-speaking markets. We are a lean, fully remote international team of ~15 people led by two founders, with dedicated departments for creative, media buying, CRO, email , customer service and supply chain, and clear KPIs and bonus structures across the team.

We are looking for an experienced Operations Manager to own our back-end: supply chain, subscriptions and retention, customer service oversight, payment operations and finance coordination. The goal is simple: the back-end runs smoothly without the founders having to chase it.

THE ROLE
You report directly to the two founders and act as the operational backbone of the company. Our product is manufactured in China and shipped worldwide through 3PL partners. You make sure we never run out of stock, orders arrive fast, costs go down, customers stay subscribed, and the numbers are organized and reported on time.

Supply chain and retention are the key priorities of this role. Everything else supports those two.

This is a hands-on management role for someone independent. You compile the data, build the reports and flag the problems yourself, before anyone has to ask. The role is task-based, not clock-based: we care about outcomes and clear communication, not about you being online around the clock.

WHAT YOU'LL DO

Supply chain (key priority)

• Forecast stock based on daily order and subscription rebill volume, keeping a safety buffer and planning around production lead times and factory holidays
• Place and track bulk orders with our manufacturer: timelines, packaging, quality follow-ups
• Check the Certificate of Analysis (CoA) and quality documents for every production batch
• Manage and negotiate with our 3PLs: shipping lines, delivery times per market, rates and payment terms
• Work on lowering COGS and shipping cost per order without hurting delivery times
• Work closely with our shipping customer service agent, who tracks shipments daily, to validate real delivery times against what our 3PLs promise

Subscriptions & retention (key priority)

• Own the operational side of our subscription program: rebills, churn, cancellation and save rates
• Collect and understand customer feedback (tickets, cancellation reasons, surveys) and turn it into clear actions that improve retention
• Spot how shipping, product and service issues affect cancellations, and fix the root cause

Customer service oversight

• We have a Customer Service Manager in place who runs the team day to day; you oversee the department
• Set clear KPIs, track them, and run the monthly reporting and bonus calculations
• Highlight ongoing issues to the founders early, with a proposed solution

Chargebacks & payment operations

• Monitor chargeback rates and understand what is driving them
• Keep payment processor requirements and compliance follow-ups organized
• Coordinate with customer service so disputes are prevented and handled on time

Finance coordination

• Help coordinate with our finance team: supplier and 3PL invoices, payment schedules, cost tracking
• Make sure our bookkeeper and accounting partner have what they need, complete and on time
• Report weekly to the founders on the key back-end numbers: stock cover, delivery times, COGS, churn, chargebacks, CS performance

WHAT WE'RE LOOKING FOR

• Experience in a subscription-based e-commerce business is required: you understand recurring billing, rebill cycles, churn and retention
• Proven supply chain experience: inventory forecasting, manufacturer orders and 3PL management for a physical product
• Working knowledge of chargebacks and payment operations: you understand how disputes work and what keeps a merchant account healthy
• 3+ years in an operations, supply chain or team lead role in e-commerce / DTC
• Experience with supplements or other regulated health products is a plus
• Experience with China-based suppliers and international shipping is a plus
• Experience with Loop Subscriptions is a plus
• Strong with numbers and spreadsheets: you enjoy compiling data and building reports
• Confident negotiator, firm but fair with suppliers and partners
• Independent and proactive: you report on your own initiative, without the founders constantly following up
• You take the job seriously and are looking for a long-term role
• Excellent written English; most of our communication is async and in writing
• Comfortable with Shopify, Slack, ClickUp (or similar) and Google Workspace
• Available during Asian timezone working hours

WHAT WE OFFER

• Full-time, long-term remote position with a stable but flexible weekly schedule
• $1,500–$2,000 USD per month, based on experience, plus a performance bonus structure with clear, measurable targets
• Real responsibility and direct access to the founders
• Room to grow with the brand as we scale
• A professional, no-nonsense team culture: clear KPIs, honest feedback, no micromanagement

HOW TO APPLY
Reply with:
1. Your prior work experience: the subscription brand(s) you worked with, your role, and what you owned.
2. One example of a supply chain problem you fixed (stockout, slow delivery, supplier issue, high costs): what was broken, what did you change, and what was the measurable result?
3. One report or dashboard you built on your own initiative, and what decision it led to.
4. Your available hours and expected monthly salary.

A short Loom video or any other introduction of yourself is appreciated.

Start your application with the word "Mango" so we know you read the full post. Applications without the four points above will not be considered.