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Careers — 04 / 11M/F/D

Operations Manager – Orders & Returns

M/F/D | Munich | Hybrid (EU)

  • M/F/D
  • Munich
  • Hybrid (EU)
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Team assembling large puzzle pieces together
FIG. J—04

We offer

  • No bullshit work environment
  • A function nobody owns yet — you get to define it, not inherit it
  • Personal impact from day one
  • Career option to move with the venture into its own company
  • Awesome colleagues
  • Onboarding phase mostly on site
  • After that, a high share of home office and self-directed work

What you'll do

  • Own withdrawals and returns end to end — the part of commerce that starts when the happy path stops
  • Issue credit notes and refunds in the shop backend, and keep the numbers reconcilable
  • Watch the payment-provider dispute queue and answer before a case escalates on its own
  • Run the interface to the fulfillment partner — pickups, goodwill decisions, the cases that need a human on both sides
  • Write the process down as you run it, so it survives your holiday and the next market
  • Automate your own workload — the volume goes up roughly tenfold, the headcount does not

Your toolkit

  • D2C order operations — returns, refunds, replacements, partial credits
  • Shop backoffice — Shopify or comparable: orders, refunds, notes, tags
  • Payment providers — PayPal cases, chargebacks, buyer protection. You know how the clock works.
  • Consumer law at practitioner level — withdrawal periods, obligations, what has to be in writing
  • Helpdesk and automation tooling — Intercom or similar, plus rules, templates and AI where they hold up
  • German and English fluently; a second market language is a plus

Operations philosophy

  • Take the partner's existing rulebook over 1:1 before writing your own — two rulebooks means neither gets maintained
  • In writing beats on the phone — a withdrawal has to be documented anyway
  • A case answered late costs more than a case decided generously
  • If you do it twice, automate it. If you cannot automate it, document it.
  • Nobody should be the process — including you

Requirements

  • You've run order operations for a real shop — returns included, not just orders
  • You stay calm and precise with an annoyed customer and an unclear rule
  • You'd rather build the template than answer the same mail for the fortieth time
  • You hold a partner to what they committed to without turning it into a fight
  • Fluent communication in English

Sounds like a job for you?

Send us your application and let's make an impact together.

Email us at hello@mantro.net

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