Head of Customer Operations

Role Overview

People & Team Leadership

• Lead, develop, and scale Humantra’s customer operations and customer care teams, fostering a high-performance, customer-first culture.
• Define team structure, roles, and processes to support international growth and operational scalability.
• Set clear strategies, objectives and KPIs for team members, ensuring accountability for performance and service levels.
• Coach and develop team members through regular feedback, training, and performance management.
• Drive collaboration between Customer Ops and other functions inc. Growth, Sales, Finance, and Ops.

3pl & Warehouse Management

• Own relationships with Humantra’s international 3PL partners, ensuring strong operational performance and service levels.
• Monitor and improve warehouse performance including order accuracy, fulfilment speed, inventory handling, and returns processing.
• Lead regular operational reviews with 3PL partners to identify improvement opportunities and resolve performance issues.
• Negotiate service levels and commercial terms with logistics, postage and warehouse partners.
• Support onboarding of new warehouses and 3PL partners as the company expands into new markets.

Logistics & Postage

• Manage outbound logistics strategy, including carrier selection, shipping methods, and service levels across all markets.
• Optimise shipping costs & delivery performance to improve GM% while maintaining excellent CS.
• Improve and maintain delivery performance metrics including OTIF delivery, lost shipments, and shipping costs.
• Identify opportunities to improve logistics efficiency through carrier negotiations, routing optimisation, and process improvements.
• Work closely with Finance and Ops to manage logistics budgets and ensure cost targets are met.

Customer Service (Cs)

• Oversee the day-to-day operations of the customer care function across all contact channels.
• Ensure fast response times, high-quality resolutions, and a consistent brand voice in all customer
• interactions.
• Implement processes and tools that improve customer support efficiency and team productivity.
• Monitor and report on key CS metrics including response time, resolution time, ticket volume, CSAT.
• Identify recurring issues and work with internal teams to resolve root causes.

Customer Experience (Cx)

• Own and improve the end-to-end customer journey from website, through to order placement, delivery and post-purchase support.
• Analyse customer feedback, operational data, and service metrics to identify opportunities to improve experience and retention.
• Drive cross-functional initiatives to improve customer satisfaction and reduce friction in the buying and fulfilment experience.
• Ensure consistent customer experience across markets, channels, and fulfilment locations.
• Implement initiatives that enhance customer loyalty and strengthen Humantra’s reputation for customer excellence.

Requirements

• Minimum 6–10+ years experience in supply chain, fulfilment, logistics, or customer operations, within a high-growth consumer brand.
• Experience in DTC e-commerce and retail fulfilment is highly desirable.
• Experience managing international 3PL warehouse networks and logistics providers as well as in-house warehousing.
• Proven track record of leading and developing high-performing teams.
• Strong background in CX and CS leadership, with proven ability to influence and drive excellence across the end-to-end customer journey.
• Achieved significant improvements in operational efficiency and managing logistics costs at scale.
• Strong analytical mindset with experience using operational data to drive decisions.
• Excellent cross-functional and external collaboration / relationship building skills.
• Competent negotiator with strong commercial acumen.
• Thrive in a fast-paced scaleup environment.

Benefits

• Competitive Salary
• On-site working in Dubai - United Arab Emirates
• Opportunities for professional growth as the company expands

• Premium Private Healthcare Insurance

• Monthly wellness perk (gym, supplements, etc.)
• Your birthday off - a day to celebrate you!
• 1 Week 'Work from Anywhere' per year