Operations Manager – Customer Experience & E-commerce
Lumimeds · LATAM & USA
Posted by Lumimeds on their careers site · View the original posting
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Open 116 days
Hiring? Uncertain · Open 116 days.
The posting, as Lumimeds wrote it
About LumiMeds
LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health. We are building the next generation of e-commerce and clinical infrastructure from the ground up.
As an early-stage company, we move quickly, operate with limited layers, and expect high ownership from every team member. There is no bureaucracy here — decisions happen fast, priorities evolve, and builders thrive.
We are a remote-first, globally distributed team that values clarity, accountability, and people who take initiative rather than wait for direction.
Operations Manager – Customer Experience & E-commerce
Location: LATAM /Remote
Department: Operations
Employment Type: Full-Time
About LumiMeds
LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health. We are building the next generation of e-commerce and clinical infrastructure from the ground up.
As an early-stage company, we move quickly, operate with limited layers, and expect high ownership from every team member. Decisions happen fast, priorities evolve, and builders thrive.
We are a remote-first, globally distributed team that values clarity, accountability, and people who take initiative rather than wait for direction.
About the Role
LumiMeds is seeking an Operations Manager – Customer Experience & E-commerce to own and continuously improve the customer journey across our growing digital healthcare business.
This role goes beyond traditional customer service management. We are looking for someone who understands how e-commerce operations and customer experience work together — from the moment a customer places an order through payment, fulfillment, delivery, recurring purchases, support, and retention.
You will lead our Customer Experience operations while partnering closely with Fulfillment, Payments, Pharmacy Operations, Product, Clinical, and other teams to identify friction across the customer journey and solve the operational issues behind it.
The ideal candidate has experience in a high-volume e-commerce, DTC, subscription, marketplace, or digitally enabled consumer business and is comfortable using customer and operational data to improve both service quality and business performance.
What You'll Own
Customer Experience Operations
Own the day-to-day performance of the Customer Experience function across phone, chat, email, and other support channels.
Lead, coach, and develop Customer Experience representatives and team leads.
Ensure appropriate staffing, scheduling, coverage, and escalation processes as customer volume grows.
Maintain high standards for response times, resolution quality, accuracy, and overall customer satisfaction.
Serve as the senior escalation point for complex customer and patient issues.
Build a customer-first culture focused on solving problems rather than simply closing tickets.
E-commerce & Customer Journey
Own the operat
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Nice to Have
Experience in telehealth, healthcare, wellness, pharmacy, or another regulated industry .
Experience with subscription or recurring-revenue e-commerce models .
Experience with CRM, customer support, order management, and e-commerce platforms.
Experience with customer retention, churn reduction, or subscription cancellation workflows.
Experience implementing automation or AI tools to improve Customer Experience operations.
Experience managing distributed or remote Customer Experience teams.
What Success Looks Like
Success in this role means customers receive fast, accurate, and thoughtful support — but also that fewer customers need support in the first place .
You will help LumiMeds identify why customers experience friction, fix the operational problems behind those issues, and build an e-commerce and Customer Experience operation that can scale alongside the business.
How to Apply
If this role sounds like a fit, we’d love to hear from you. Please submit your application in English and ensure your resume clearly reflects relevant Customer Experience and e-commerce operations experience .
This position is open to candidates based in approved locations, depending on the role and business needs. Qualified applicants will be contacted for next steps.
LumiMeds is an equal opportunity employer. We hire based on skills, experience, and alignment with our values.
How to Apply
If this role sounds like a fit, we’d love to hear from you. Please submit your application in English and ensure your resume reflects relevant experience for the role.
This position is open to candidates based in approved locations, depending on the role and business needs. Qualified applicants will be contacted for next steps.
LumiMeds is an equal opportunity employer. We hire based on skills, experience, and alignment with our values.
Please note: This role requires professional-level English communication and availability to work U.S. business hours.