Head of Operations at DTC Wellness Brand (Remote, US-Based)

Paired is partnering with a rapidly growing, US-based direct-to-consumer (DTC) subscription wellness brand operating in the supplement space. The company is seeking an experienced operations leader to build the infrastructure, systems, and processes needed to support continued scale. The Head of Operations will take full ownership of the company's operational functions, work directly with the founder as the senior operational leader, and oversee the entire operational ecosystem, including supply chain, inventory planning, manufacturing, quality and compliance, fulfillment, customer experience operations, vendor management, and cross-functional execution. Working Arrangement: NYC-based candidates are preferred, but exceptional candidates outside New York will be considered. Candidates must be able to work with significant EST timezone overlap, with EST working hours preferred.

Responsibilities

Own end-to-end supply chain operations, including demand forecasting, inventory planning, purchase orders, and replenishment; Build and maintain accurate inventory forecasting systems to prevent stockouts and excess inventory; Oversee third-party logistics (3PL) partners and ensure fulfillment operations remain efficient as order volume scales; Improve production planning and reduce manufacturing lead times through better forecasting and supplier coordination; Identify, evaluate, and onboard new supplement manufacturers across the US and China; Lead commercial negotiations with manufacturers to secure competitive pricing, better payment terms, and favorable production agreements; Continuously optimize cost of goods sold (COGS) without compromising product quality; Build strong supplier relationships and establish reliable manufacturing partnerships; Ensure manufacturing partners meet applicable supplement industry standards and regulatory requirements; Oversee Certificates of Analysis (COAs), certifications, cGMP documentation, and quality assurance processes; Establish quality control procedures to minimize product defects, compliance risks, and potential recalls; Ensure product manufacturing and labeling processes meet relevant US regulatory requirements; Lead operational readiness for new product and SKU launches; Coordinate packaging, manufacturing, inventory availability, and fulfillment requirements; Ensure cross-functional teams are aligned and products are ready for launch timelines; Improve operational processes for existing products and packaging; Oversee the Head of Customer Support and ensure the customer support function scales with business growth; Monitor and improve key operational CX metrics, particularly return rates, refund rates, and payment chargebacks; Partner with the customer support team to identify recurring customer issues and implement solutions; Develop processes that protect customer experience while minimizing unnecessary operational costs; Audit agency, software, and third-party vendor expenses to identify cost-saving opportunities; Oversee vendor contracts, commercial agreements, and operational legal matters; Coordinate brand protection initiatives, including identifying and addressing counterfeit products and unauthorized copycats; Ensure appropriate operational controls and compliance processes are in place; Build scalable SOPs, workflows, reporting structures, and operational dashboards; Define and monitor core operational KPIs; Lead cross-functional execution across operations, customer experience, creative, and other business functions; Build and develop the operations team as the business expands; Take full ownership of operational execution and remove operational bottlenecks before they impact growth

Requirements

Significant experience leading operations at high-growth DTC brands, ideally businesses generating multiple eight-figure or nine-figure annual revenues; Direct experience in the supplement, nutraceutical, or wellness industry, with a strong understanding of manufacturing, quality assurance, and regulatory compliance; Proven experience managing end-to-end supply chain operations, including demand forecasting, inventory management, purchase orders, and 3PL oversight; Demonstrated experience sourcing and negotiating with manufacturers, particularly across the US and China; Strong knowledge of supplement manufacturing requirements, including COAs, cGMP standards, certifications, and quality control processes; Experience managing customer support operations and improving returns, refunds, and chargeback performance; Previous experience leading teams and managing other functional leaders; Strong commercial negotiation skills and a track record of reducing operational costs; Ability to operate independently, make decisions, and take ownership without requiring constant direction

Nice to have

Previous experience as a Head of Operations, or equivalent senior operational leadership role; Experience scaling a DTC subscription business through periods of rapid growth; Financial and commercial acumen, including budgeting, cost control, and unit economics; Experience implementing AI-powered dashboards, automation, and operational reporting systems; Experience building operational teams and infrastructure from an early-stage environment

Benefits

Competitive salary, with flexibility for exceptional candidates; Full-time remote opportunity open to candidates worldwide; Significant performance-based incentives tied to key operational metrics; Potential for future equity participation, subject to performance review and a defined roadmap; Join a lean, fast-moving team where decisions are made quickly and ideas are implemented without unnecessary bureaucracy