Head of Customer Operations

About This Role

Role Overview

You will lead and own Humantra’s customer operations function, including the management of our international 3PL warehouse network, outbound logistics, and customer experience.

Taking a customer-first approach, you will leverage insights and data to identify opportunities for improvement across the end-to-end customer journey. Working cross-functionally with teams across the business, you will drive initiatives that enhance service levels, improve consistency across touchpoints, and deliver best-in-class CX.

Operationally you will drive quality, scalability and efficiency in the CS team and with our 3PL/logistics partners, to drive gross margin improvement and ensure we have the capacity and capabilities to hit our growth targets.

This role is instrumental in building a world class, scalable customer operations function to support Humantra’s continued growth and will report into the COO.

Job Description

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