Head of CX & E‑Commerce Operations (Remote)

LumiMeds Health, Inc.

United States

Remote

USD 110,000 - 160,000

Full time

14 days+

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Job summary

LumiMeds Health, Inc. is seeking an Operations Manager – Customer Experience & E-commerce to own and optimize the customer journey for our remote-first, global e-commerce healthcare business. You will align CX with fulfillment, payments, and pharmacy operations to reduce friction and drive retention.

You will lead a high-volume, data-driven team across channels, owning staffing, escalation, and continuous process improvements to scale with growth.

Qualifications

3+ years in Customer Experience or Operations leadership.
Hands-on experience in e-commerce, DTC, subscription, or marketplace models.
Strong ability to analyze customer data and KPIs to drive improvements.

Responsibilities

Own day-to-day Customer Experience across channels (phone, chat, email).
Lead and develop CX representatives and team leads.
Ensure staffing, scheduling, coverage and escalation as volume grows.
Maintain high response times, resolution quality, and CSAT.
Serve as senior escalation point for complex issues.
Build a customer-first culture focused on problem solving.
Own operations across the ecommerce lifecycle from order to post-purchase support.
Identify friction points affecting conversion and retention.
Partner with Payments, Fulfillment, Pharmacy Ops and Product to resolve issues.
Improve order accuracy, shipping visibility, and delivery timelines.
Analyze recurring contacts to implement scalable fixes.
Design and improve workflows, SOPs, and escalation paths.
Monitor KPIs and report performance and priorities.