Head of Operations (full time, 6 month contract)
Role Overview
The Head of Operations is responsible for owning and improving Bearefoot’s backend operational systems across ecommerce operations, fulfillment coordination, customer issue resolution, reporting, process documentation, and operational efficiency.
This role exists to reduce founder involvement in daily operational issues by creating scalable systems, proactively solving operational problems, and ensuring consistent execution across the business.
Direct Report: CEO / Founder
Core Responsibilities
- Ecommerce Operations Management
- Oversee day-to-day backend ecommerce operations
- Monitor and resolve operational issues affecting order flow
- Coordinate fulfillment-related workflows
- Manage refunds, exchanges, cancellations, and dispute processes
- Ensure operational accuracy across systems and customer workflows
- Maintain visibility into operational bottlenecks and risks
- Process Documentation & Systems
- Create and maintain operational SOPs and documentation
- Build repeatable systems to reduce operational inconsistency
- Continuously improve operational workflows
- Reduce reliance on founder knowledge and manual processes
- Ensure processes are clearly documented and maintainable
- Reporting & Operational Visibility
- Maintain operational dashboards and KPI reporting
- Track operational performance metrics weekly
- Identify trends, recurring issues, and inefficiencies
- Escalate risks proactively before they become larger operational problems
- Provide operational updates and recommendations to leadership
- Automation & Operational Efficiency
- Identify opportunities for automation and efficiency improvements
- Reduce repetitive manual work where possible
- Support operational integrations and tooling improvements
- Improve speed, consistency, and operational scalability
- Customer Operations Support (when needed)
- Support customer service operations related to:
- Refunds
- Exchanges
- Chargebacks
- Shipping issues
- Escalations
- Ensure customer operational issues are resolved efficiently and accurately
- Help reduce after-sales operational costs over time
Values
This role is expected to operate in alignment with Bearefoot’s broader team principles, operational expectations, and code of conduct as outlined in the company playbook and onboarding materials.
Our values are grounded in:
- Purpose
- Adventure
- Love
- Mindfulness
In practice, this means:
- Taking responsibility for outcomes rather than waiting for direction
- Treating teammates, customers, and partners with professionalism and respect
- Remaining adaptable in a fast-changing environment
- Communicating proactively and clearly
- Maintaining strong attention to detail
- Looking for ways to improve systems and reduce friction
- Supporting a collaborative, respectful, and solution-oriented culture
Note: Compensation is in USD ($2,000-3,000 monthly)
Pay: $2,000.00-$3,000.00 per month
Application question(s):
*
In your opinion, what's the best way to increase revenue considering he following data?
- Average Order Value = $50
- Repeat Purchase Rate = 20%
- Monthly New Customers = 1,000
- An auto-tag workflow you did not build breaks. What do you do FIRST?
A. Search who built it and inform them
B. Allocate a time-slot in your agenda for it
C. Verify how is it impacting other systems
D. Define the root cause and try to fix it
- Return rate for a product increases from 8% to 10% in one week. What do you do FIRST?
A. Tighten return policy
B. Ask supplier to improve quality
C. Send a survey to customers
D. Wait at least another week
- There is a 30-day shipping line restriction for a country generating 50% of our sales. What do you do FIRST?
A. Setup an automation to inform affected customers about delays
B. Disable all shipping options for the affected country
C. Cancel orders for affected customers
D. Inform the customer support team
- 5. A month before Black Friday, the CEO asks you to place a bulk order from a Chinese supplier in order to limit the risks of supply issue for European customers. Your team finds for you 3 potential suppliers. You must select one of them before tonight's deadline. The first one is really cheap but new on the market. The second one is very stable but more expensive. The last one is both cheap and reliable but requires to meet in person for negotiations. Fortunately, he's American and located only 15 minutes away from our Delaware headquarters. Who do you contact?
A. You call the first one (the cheapest)
B. You call the second one (the most stable)
C. You visit the third one in person (the best)
D. You schedule a meeting for tomorrow with the CEO to discuss the 3 options
- What's the probability you select the right answer to this question?
A. 0%
B. 25%
C. 50%
D. 100%
Work Location: Remote
