Operations Manager - Customer Experience & E-commerce

About the role

• Location: LATAM /Remote
• Department: Operations
• Employment Type: Full-Time

About the Role

LumiMeds is seeking an Operations Manager - Customer Experience & E-commerce to own and continuously improve the customer journey across our growing digital healthcare business.

This role goes beyond traditional customer service management. We are looking for someone who understands how e-commerce operations and customer experience work together - from the moment a customer places an order through payment, fulfillment, delivery, recurring purchases, support, and retention.

You will lead our Customer Experience operations while partnering closely with Fulfillment, Payments, Pharmacy Operations, Product, Clinical, and other teams to identify friction across the customer journey and solve the operational issues behind it.

The ideal candidate has experience in a high-volume e-commerce, DTC, subscription, marketplace, or digitally enabled consumer business and is comfortable using customer and operational data to improve both service quality and business performance.

Customer Experience Operations

• 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 high standards for response times, resolution quality, accuracy, and overall customer satisfaction.
• Serve as the senior escalation point for complex customer and patient issues.
• Build a customer-first culture focused on solving problems rather than simply closing tickets.

E-commerce & Customer Journey

• 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 that may negatively impact conversion, customer satisfaction, retention, or repeat purchases.
• Partner with Payments and Fraud teams to resolve payment failures, refunds, chargebacks, billing questions, and other transaction-related issues.
• Work closely with Fulfillment and Pharmacy Operations to improve order accuracy, shipping visibility, delivery timelines, and issue resolution.
• Help improve the experience surrounding subscriptions, recurring orders, cancellations, refunds, and customer retention.
• Analyze recurring customer contacts to identify underlying operational or e-commerce problems and implement scalable solutions.

Process Improvement & Scalability

• Design and continuously improve workflows, SOPs, escalation paths, scripts, and internal processes.
• Identify opportunities to reduce unnecessary customer contacts through better processes, automation, self-service, and clearer communication.
• Build scalable operational processes that can support increasing order and customer volume.
• Partner cross-functionally with Product, Technology, Clinical, Compliance, Marketing, Payments, and Fulfillment teams.
• Translate customer feedback and recurring issues into actionable recommendations for other areas of the business.
• Support the implementation and optimization of tools used across customer experience and e-commerce operations.

Performance & Analytics

• Own and monitor key Customer Experience and operational KPIs, including:
• CSAT
• First response and resolution times
• Contact volume
• Escalation rates
• Team productivity and quality
• Refund and cancellation trends
• Order and fulfillment-related contacts
• Repeat contact rates
• Use data to identify trends, operational bottlenecks, and opportunities for improvement.
• Provide leadership with clear reporting on performance, customer friction, and operational priorities.

Required Experience & Skills

• 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.

Nice to Have

• Experience in telehealth, healthcare, wellness, pharmacy, or another regulated industry.
• Experience with subscription or recurring-revenue e-commerce models.
• Experience with CRM, customer support, order management, and e-commerce platforms.
• Experience with customer retention, churn reduction, or subscription cancellation workflows.
• Experience implementing automation or AI tools to improve Customer Experience operations.
• Experience managing distributed or remote Customer Experience teams.

What Success Looks Like

• Success in this role means customers receive fast, accurate, and thoughtful support - but also that fewer customers need support in the first place.
• You will help LumiMeds identify why customers experience friction, fix the operational problems behind those issues, and build an e-commerce and Customer Experience operation that can scale alongside the business.

How to Apply

• If this role sounds like a fit, we'd love to hear from you. Please submit your application in English and ensure your resume clearly reflects relevant Customer Experience and e-commerce operations experience.
• This position is open to candidates based in approved locations, depending on the role and business needs. Qualified applicants will be contacted for next steps.

How to Apply

• If this role sounds like a fit, we'd love to hear from you. Please submit your application in English and ensure your resume reflects relevant experience for the role.
• Please note: This role requires professional-level English communication and availability to work U.S. business hours.