Head of Customer Operations

<div><h3>Role Overview</h3><p>You will lead and own Humantra’s customer operations function, including the management of our international 3PL warehouse network, outbound logistics, and customer experience.</p><p>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.</p><p>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.</p><p>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.</p><h3>Job Description</h3><h3>People&Team Leadership</h3><ul><li>Lead, develop, and scale Humantra’s customer operations and customer care teams, fostering a high-performance, customer-first culture.</li><li>Define team structure, roles, and processes to support international growth and operational scalability.</li><li>Set clear strategies, objectives and KPIs for team members, ensuring accountability for performance and service levels.</li><li>Coach and develop team members through regular feedback, training, and performance management.</li><li>Drive collaboration between Customer Ops and other functions inc. Growth, Sales, Finance, and Ops.</li></ul><h3>3PL&Warehouse Management</h3><ul><li>Own relationships with Humantra’s international 3PL partners, ensuring strong operational performance and service levels.</li><li>Monitor and improve warehouse performance including order accuracy, fulfilment speed, inventory handling, and returns processing.</li><li>Lead regular operational reviews with 3PL partners to identify improvement opportunities and resolve performance issues.</li><li>Negotiate service levels and commercial terms with logistics, postage and warehouse partners.</li><li>Support onboarding of new warehouses and 3PL partners as the company expands into new markets.</li></ul><h3>Logistics&Postage</h3><ul><li>Manage outbound logistics strategy, including carrier selection, shipping methods, and service levels across all markets.</li><li>Optimise shipping costs&delivery performance to improve GM% while maintaining excellent CS.</li><li>Improve and maintain delivery performance metrics including OTIF delivery, lost shipments, and shipping costs.</li><li>Identify opportunities to improve logistics efficiency through carrier negotiations, routing optimisation, and process improvements.</li><li>Work closely with Finance and Ops to manage logistics budgets and ensure cost targets are met.</li></ul><h3>Customer Service (CS)</h3><ul><li>Oversee the day-to-day operations of the customer care function across all contact channels.</li><li>Ensure fast response times, high-quality resolutions, and a consistent brand voice in all customer interactions.</li><li>Implement processes and tools that improve customer support efficiency and team productivity.</li><li>Monitor and report on key CS metrics including response time, resolution time, ticket volume, CSAT.</li><li>Identify recurring issues and work with internal teams to resolve root causes.</li></ul><h3>Customer Experience (CX)</h3><ul><li>Own and improve the end-to-end customer journey from website, through to order placement, delivery and post-purchase support.</li><li>Analyse customer feedback, operational data, and service metrics to identify opportunities to improve experience and retention.</li><li>Drive cross-functional initiatives to improve customer satisfaction and reduce friction in the buying and fulfilment experience.</li><li>Ensure consistent customer experience across markets, channels, and fulfilment locations.</li><li>Implement initiatives that enhance customer loyalty and strengthen Humantra’s reputation for customer excellence.</li></ul><h3>Requirements</h3><ul><li>Minimum 6–10+ years experience in supply chain, fulfilment, logistics, or customer operations, within a high-growth consumer brand.</li><li>Experience in DTC e-commerce and retail fulfilment is highly desirable.</li><li>Experience managing international 3PL warehouse networks and logistics providers as well as in-house warehousing.</li><li>Proven track record of leading and developing high-performing teams.</li><li>Strong background in CX and CS leadership, with proven ability to influence and drive excellence across the end-to-end customer journey.</li><li>Achieved significant improvements in operational efficiency and managing logistics costs at scale.</li><li>Strong analytical mindset with experience using operational data to drive decisions.</li><li>Excellent cross-functional and external collaboration / relationship building skills.</li><li>Comp