Operations Manager – Orders & Returns

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
• True home office

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