Senior Operations Manager - Ecommerce Brand

Senior Operations Manager - Ecommerce Brand

Salary : $2,000 to $3,000 / Month (Depending on Experience)

Employment Type : Full-Time

About Elavate

Elavate is the fastest-growing collagen supplement brand in the UK, currently generating £1 million in monthly revenue with an ambitious goal to reach £10 million per month within the next 18‑24 months.

The Challenge

We're at a key growth point. We've proven product‑market fit, our marketing is working, and demand is surging. But our operations need someone exceptional to systemise, optimise, and scale everything behind the scenes. Right now, too many operational decisions are falling on the Founder's plate. We need someone who can take full ownership of operations so he can focus on growth strategy.

You'll be the person who

• Make sure we never run out of stock (or get stuck with too much)
• Ensure our customer support team is running like a well‑oiled machine
• Build the systems and SOPs that allow us to scale without chaos
• Identify problems before they become crises (especially with the CS team and other team resourcing requirements)
• Hire, manage, and optimise our growing remote team

Inventory & Purchasing Management

Demand forecasting : Analyse sales data to predict inventory needs and prevent stockouts or overstock.

Purchase order management : Coordinate with suppliers to ensure timely ordering of raw materials and finished products.

3PL coordination : Work closely with our third‑party logistics partner to monitor stock levels, fulfilment speed, and delivery performance.

Supply‑chain optimisation : Identify bottlenecks and implement solutions to improve efficiency.

Customer Support Team Management

Team oversight : Directly manage our customer support team (currently small, but growing).

Hiring & onboarding : Source, interview, and onboard new support staff as we scale (via OnlineJobs.ph, Upwork, etc.).

Performance management : Set KPIs, monitor team productivity, conduct regular reviews, and implement improvements.

Channel optimisation : Ensure all support channels (email, live chat, WhatsApp, Facebook, phone) are properly staffed and performing well.

Escalation handling : Step in to resolve complex customer issues and complaints.

Systems, SOPs & Documentation

Document everything : Create detailed SOPs for every operational process (inventory management, customer support workflows, returns, vendor communication, etc.).

Build scalable systems : Implement tools and processes that allow us to 5× revenue without 5×‑ing headcount.

Continuous improvement : Regularly review and optimise existing processes based on data and team feedback.

Primary supplier relationship : Maintain strong communication with our collagen manufacturer and packaging suppliers.

Secondary vendors : Manage relationships with freight forwarders, label printers, and other operational partners.

Negotiate & optimise : Work to improve lead times, reduce costs, and ensure quality standards are met.

Backup planning : Develop contingency plans for supply chain disruptions.

Data, Reporting & Analytics

Operational dashboards : Build and maintain dashboards tracking inventory levels, sales velocity, support metrics, and operational KPIs.

Weekly reporting : Provide the Founder with clear, concise reports on operational health (what’s working, what needs attention).

Trend identification : Spot patterns in returns, customer complaints, stockouts, etc., and proactively address root causes.

Crisis Management & Problem‑Solving

Stockout prevention : Act fast when inventory issues arise (expedite orders, coordinate with 3PL, communicate with customers).

Supplier delays : Develop backup plans and communicate transparently with stakeholders when issues occur.

Customer escalations : Handle high‑stakes customer issues (complaints, refund requests, product quality concerns).

Team blockers : Remove obstacles preventing the team from performing at their best.

Team Hiring & Resourcing

Identify hiring needs : Proactively determine when we need to hire (more support staff, video editors, social‑media moderators, etc.).

Recruit & onboard : Source candidates, conduct interviews, and onboard new team members.

Cross‑functional support : Help the Founder with hiring for marketing roles (video editors, UGC creators, etc.) when needed.

What We're Looking For

Must‑Haves

Bonus Points

$2,000 to $3,000 / Month (Depending on Experience)

Performance bonuses tied to operational KPIs & other discretionary measures.

Direct access to the Founder – you’ll work closely with him daily and have real input on strategic decisions.

Career progression : As we scale to £10 M / month, this role will evolve into a Head of Operations position.

Build your own team : As we grow, you’ll have the opportunity to hire and lead a larger operations team.

Flexible working hours with expected overlap during UK business hours (GMT).

Remote culture : Work from anywhere in the Philippines (Core team is in the UK).

Fast‑paced, high‑growth environment : Things move quickly here – if you love a challenge, you’ll thrive.

Low bureaucracy : No corporate red tape – if you have a good idea, you can implement it.

How to Apply :

What we need from you :

Why are you interested in working with Elavate specifically?

Your operations background.

If you’re someone who thrives on challenges, loves building systems, and wants to be part of something special – we want to hear from you.

Let’s build something incredible together.

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