Head of Operations | COO | DTC Ecommerce | Shopify | Multi-Store | Supply Chain | Klaviyo | Automations | Gorgias

Head of Operations & General Manager | Multi-Store Ecommerce | DTC Scaling | Shopify | Klaviyo | Meta Ads |End-to-End Execution of Revenue Systems | Gorgias

Operational lead across multi-store DTC portfolios — supply chain, customer service, post-purchase revenue systems, performance marketing, and automation, all running simultaneously. Brought in by founders who need the backend owned end-to-end so they can focus on growth. 11 years across Shopify, Klaviyo, Meta Ads, Gorgias, Zapier, and n8n — from single-store builds to portfolios scaling across US and Euro markets.

Customer Service Infrastructure

Configures and manages Gorgias for multi-store ecommerce operations — multi-channel setup across email, chat, and social, with Shopify integrated to surface live order data, fulfillment status, and customer history directly inside every ticket.

Builds rule-based automation sequences that trigger based on ticket intent, order status, and customer behavior — auto-tagging incoming tickets by issue type, routing to the correct team or store, auto-closing tickets that meet resolution criteria, and firing follow-up sequences when no response is received within a defined window. Designs auto-responders that pull live order data to answer shipping status inquiries without agent involvement.

Builds macro libraries covering the full CS scenario range — shipping delays, wrong items, size issues, color differences, cancellations, returns, OOS, delivery failures, and fraud escalations — with dynamic variables that personalize responses at scale without manual editing.

Conversion & Store Optimization
Optimizes landing pages and PDPs using Hotjar heatmaps, session recordings, and GA4 funnel data — fixing drop-offs and friction points before making any changes. Builds upsell and cross-sell sequences at post-purchase touchpoints using ReConvert and Klaviyo to increase AOV beyond the initial transaction. Monitors conversion rate, repeat purchase rate, refund rate, and LTV to identify where the customer journey breaks and where revenue is being left behind. Tracks GMV, CAC, LTV, AOV, and blended MER across all active stores using GA4 and custom Google Sheets dashboards.
<8efe80624d780eba0c6493ec45140364>;Email Marketing, Klaviyo & Post-Purchase Revenue Systems

Builds and manages full Klaviyo email and SMS strategy across multiple DTC verticals — supplements, beauty, apparel, home, and tech. Designs and launches welcome series, abandoned cart, post-purchase, browse abandonment, back-in-stock, and winback flows with segment-specific logic, dynamic variables, and behavioral triggers. Runs campaign cadence planning based on RFM scoring, purchase frequency, and customer lifecycle stage.

Implements Aftersell post-purchase upsell funnels — designing offer sequencing, A/B testing upsell versus downsell logic, and optimizing accept rates by product category and average order value. Builds spending frameworks and segmentation architecture that determines which customers receive which offer at which stage of the funnel. Tracks email-attributed revenue, flow performance, open rates, click rates, and post-purchase AOV lift against store GMV targets across all active brands.

Team Leadership & Execution

Experienced in hiring, onboarding, and developing remote execution roles across CS, operations, and creative functions. Sets clear output targets, enforces deadlines, and runs structured performance reviews — including coaching underperformers and making replacement decisions when output consistently falls short. Comfortable having difficult conversations and holding people accountable without escalating everything to the founder.

Leads weekly planning cadence and daily execution rhythm across multiple pods simultaneously. Builds and delivers weekly scorecards to founders covering key metrics, bottlenecks, escalations, and next actions — concise enough to be actioned in under 10 minutes.

Removes bottlenecks across creative production and media buying by identifying where handoffs break, where feedback loops are too slow, and where process gaps are causing delays. Builds SOPs and operating rhythms that keep pods shipping consistently regardless of team size or volume.
Operates effectively in fast-moving, high-ambiguity environments where priorities shift and decisions need to be made without complete information. Focuses on output and outcomes — not process for its own sake.

Operations & Supply Chain runs daily and weekly execution across multi-store portfolios operating as independent pods — fulfillment tracking, OOS resolution, supplier coordination, cancellations, returns, and fraud detection. Builds and enforces SOPs across every operational area with store launch approval authority before any new store goes live. Uses Shopify, Slack, and Google Sheets as the operational backbone across all active brands.

Performance Marketing

Manages Meta Ads across multiple DTC brands with consistent 8.0+ ROAS through systematic creative testing, audience architecture, and funnel-stage targeting. Directs UGC creator pipelines of 15 to 20 creators weekly using structured content briefs and performance frameworks. Builds custom conversion tracking using Meta CAPI and GA4 to maintain attribution accuracy and protect performance through platform changes.

SEO—Full site optimization, product listing, and AEO and GEO compliant.

Plans and executes SEO strategies across DTC Shopify stores — keyword research, on-page optimization, PDP and landing page copy structured for search intent, and content planning aligned to buying stages. Implements Generative Engine Optimization (GEO) to ensure brand visibility across AI-driven search surfaces including Google SGE, ChatGPT, and Perplexity. Tracks organic performance through GA4 and Search Console, monitoring keyword rankings, click-through rates, and organic-attributed revenue against paid channel benchmarks.