Senior Operations Manager - DTC & Supply Chain - 35hrs+/week freelance & 100% remote

At Purefemm, we're building more than a supplement company. Our mission is to help women navigate menopause with products they trust and continue using for the long term.

We're building a subscription-first DTC brand, where operational excellence is just as important as marketing. Every supplier, every shipment, every customer interaction and every internal process directly impacts customer experience, retention and long-term growth.

That's why we're not looking for someone to simply manage operations.

We're looking for a Senior Operations Manager who takes ownership of our entire operations function - from Supply Chain and Fulfillment to Customer Support and operational excellence.

You won't join to maintain existing processes. You'll join to improve them.

We expect someone with a true ownership mentality - someone who can step into the business, build a complete understanding of our operations within the first two weeks, proactively identify opportunities to save time, reduce costs and improve efficiency, and then take ownership of implementing those improvements.

You'll work directly with the Founder, own day-to-day operational decisions and build scalable systems that support the next stage of Purefemm's growth, including new product launches and international expansion.

If you enjoy creating structure from complexity, think like a business owner rather than an operator, and want to have a direct impact on building one of Europe's leading subscription brands in women's health, we'd love to hear from you.

Tasks

Responsibilities

Supply Chain

• Own supplier relationships across manufacturing, packaging and labeling partners.
• Manage purchasing, demand planning and inventory forecasting based on sales performance, ad spend and customer behavior.
• Monitor inventory levels and proactively manage replenishment to prevent stockouts.
• Build backup supplier strategies and mitigate operational risks.
• Lead supplier negotiations and continuously optimize pricing and commercial terms.
• Coordinate product notifications and operational compliance requirements across all relevant markets.

Fulfillment & Logistics

• Own the relationship with our 3PL fulfillment partners and continuously improve operational performance.
• Monitor daily order flow and ensure smooth fulfillment operations.
• Optimize shipping costs across Germany, Austria, Switzerland and the wider EU.
• Resolve operational issues including delivery disputes, incorrect addresses, courier issues and slow-moving inventory.
• Lead fulfillment optimization and warehouse migration projects where required.
• Support multi-country fulfillment setups and international expansion.

Customer Support Operations

• Lead our Customer Support function through the Customer Support Lead.
• Build, maintain and continuously improve customer support SOPs.
• Handle operational escalations and complex customer cases.
• Monitor ticket volume, response times and resolution rates.
• Conduct regular quality reviews and identify improvement opportunities.
• Own operational decisions around refund policies and exceptional customer cases.

Operations & Process Management

• Build and continuously improve SOPs across all operational functions.
• Design and optimize cross-functional handoffs between Operations, Growth, Customer Support and external partners.
• Continuously optimize our operational systems, workflows and internal tool stack.
• Build and maintain a structured vendor management database.
• Identify operational bottlenecks and proactively implement scalable solutions.
• Within your first weeks, build a complete understanding of our operations and proactively identify opportunities to improve efficiency, reduce costs and save time.

Strategic Operations

• Partner closely with the Founder on quarterly operational reviews and strategic planning.
• Own the operational planning and execution of new product launches.
• Prepare our operations for the planned US expansion in 2027.
• Continuously improve operational scalability across the business.

Requirements

Must-Haves

• 3+ years of Operations experience in a DTC E-Commerce business.
• Proven hands-on experience managing Supply Chain and 3PL fulfillment operations.
• Experience leading Customer Support operations or Customer Support teams.
• Strong ownership mentality—you proactively build understanding, identify problems and drive solutions independently.
• Strong analytical skills with experience working with spreadsheets, COGS models and operational reporting.
• Experience with Shopify and operational tools such as ClickUp (or Notion) and Gorgias (or Zendesk).
• Experience working with suppliers, logistics partners and operational processes across the DACH region.
• Ability to work independently without micromanagement.
• Fluent English is required. German is a strong plus.

Nice to Have

• Experience in subscription commerce (Loop, Recharge or similar).
• Experience in Health, Supplements or Beauty.
• Finance experience including bookkeeping, cash flow, COGS or variance analysis.
• Experience managing multi-country operations across Europe.
• Knowledge of EU or Polish VAT compliance.
• Experience supporting US market operations.
• Project management background (PMP, Scrum or similar).
• Experience with M&A or operational due diligence.
• Familiarity with AI tools and workflow automation platforms.

Benefits

What We Offer

• 100% Remote – Work from wherever you're most productive.
• Flexible Working Hours – We care about results, not office hours.
• Long-Term Partnership – We're looking for a long-term freelance partner (12+ months), not a short-term contractor.
• High Ownership – You'll own key operational decisions and have a direct impact on how Purefemm scales.
• Direct Collaboration with the Founder – Fast decision-making, short communication paths and no unnecessary hierarchy.
• Freedom with Responsibility – You'll have the autonomy to improve processes, implement your ideas and drive meaningful change.
• Real Business Impact – Your work will directly influence customer experience, operational efficiency and the long-term success of the business.
• Competitive Monthly Retainer – Based on your experience, ownership and track record.
• Build with Us – Join us at an exciting stage and help shape one of Europe's leading subscription brands for women's health.

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