Paired is seeking a Senior Business Operations Manager to own and scale all non-marketing operations across our e-commerce brands. This is a hands-on leadership role with real ownership, responsible for ensuring stable, scalable operational flows and a seamless customer experience.

What You'll Do

Own Shopify backend operations including orders, refunds, fraud, payments, and workflows.
Ensure stable, scalable operational flows between store, payments, logistics, and support.
Oversee store admins, translators, web dev support, and backend tooling.
Implement automation and continuously reduce manual work.
Own global customer support operations, including agents, supervisors, and QA.
Define SLAs, escalation paths, refund logic, and exception handling.
Work closely with CRO and product teams to reduce ticket volume at the source.
Track refunds, chargebacks, complaints, and operational KPIs.
Oversee sourcing, suppliers, production timelines, and fulfillment partners.
Own inventory planning, forecasting, and stock health.
Coordinate logistics, shipping methods, and cost control.
Identify and mitigate risks early, such as delays, stockouts, or COGS changes.
Own hiring operations, onboarding, contracts, and offboarding.
Manage talent pipelines across regions like LATAM, PH, and EU.
Oversee people operations, role clarity, and compensation execution.
Oversee DMCA processes, takedowns, and brand enforcement.
Coordinate with external law firms and compliance partners.
Ensure ADA / WCAG compliance across stores and assets.
Maintain operational compliance across platforms and markets.
Own operational finance workflows including refunds, payouts, invoices, and tools.
Ensure clean and reliable data flow into accounting and reporting systems.
Identify anomalies, cost leaks, and inefficiencies.
Support founders with accurate operational data and reporting.
Build and maintain SOPs across all operational functions.
Own internal tools, dashboards, and documentation.
Drive cross-team execution and accountability, acting as the operational glue between departments.
Communicate clearly and proactively across teams and leadership.
Translate complexity into simple, actionable plans.
Document decisions, processes, and expectations clearly.
Align stakeholders across operations, support, product, and leadership.
Raise risks early and communicate tradeoffs.

What We're Looking For

Proven experience in e-commerce / DTC operations, with direct ownership of backend and operational workflows.
Strong understanding of operational systems, cross-functional processes, and execution management.
Demonstrated ability to work remotely and manage remote, international teams across multiple regions.
Experience operating in fast-paced, high-volume environments.
Experience working closely with founders or executive leadership.
Very high level of English proficiency, both written and spoken.
Highly structured, detail-oriented, and process-driven.
Able to operate both strategically and hands-on when needed.
Strong systems thinker who designs scalable solutions, not short-term fixes.
Proactive problem-solver who identifies and addresses issues before escalation.
Clear and composed communicator, especially under pressure.

Technical Stack

Shopify

Team & Environment

You will be part of an international, remote-first team, reporting directly to the Founders.

Benefits & Compensation

Compensation: USD 4,000 – 6,000 per month (base)
Performance-based bonuses.
Long-term growth opportunity with increased responsibility.
Working closely with the Founders and experience working in an international setting.