About the Role:

As the Head of Operations, you will lead the end-to-end operational workflow of our business, spanning e-commerce fulfillment, customer service, retail, and logistics. You’ll play a critical role in ensuring we operate efficiently, profitably, and in alignment with our brand standards.

Responsibilities:

• Oversee domestic operations: inventory management, inbounding, fulfillment, and shipping logistics

• Manage international operations: monitor and coordinate overseas order flow and processing

• Lead and improve customer service team performance using Gorgias and internal systems

• Own all operational processes for the web business, ensuring a smooth end-to-end customer journey

• Oversee the physical retail store’s day-to-day operations and staff

• Audit and improve internal systems, processes, and documentation using tools like Confluence and Asana

• Collaborate cross-functionally with the finance, marketing, and product teams to ensure smooth execution of business initiatives

• Analyze and optimize key operational KPIs such as fulfillment speed, customer satisfaction, and cost efficiency

• Identify inefficiencies, propose strategic improvements, and help scale operational systems to support growth

Requirements:

• 5+ years of operations leadership experience (preferably in e-commerce, retail, or DTC brands)

• Proven success overseeing fulfillment, logistics, customer service, and retail ops

• Comfortable working across departments with both internal teams and external vendors

• Extremely organized and detail-oriented with a bias for action and problem-solving

• Excellent communication and team leadership skills

• Experience in lean startup environments or companies undergoing operational scaling is a plus

• Must be able to work in Pacific Standard Time in the US

Technical Experience (Required):

• Shopify – familiarity with backend, order management, and fulfillment workflows

• Gorgias – experience managing support tickets, macros, and customer service agents

• Asana – for task/project management across departments

• Confluence – documentation and process building

• QuickBooks – operational coordination with finance team on invoices, POs, etc.

• Google Workspace – Sheets, Docs, Gmail, and Drive

• AI Tools (. AI) – strong understanding of how to leverage AI tools for operational efficiency and automation

To Apply:

Please submit the following to the email provided above:

• Resume (Required)

• Loom Video (Required) – In your Loom video (3–5 minutes), please address the following:

  1. Introduce yourself and your background. Why are you a strong fit for this role and Solé Bicycles?

  2. Walk us through your experience running day-to-day operations. What areas were you responsible for, and what improvements did you help drive?

  3. Share an example of a time you identified an operational inefficiency and how you solved it. What was the impact?

  4. Describe your experience with . AI tools in your workflow. How have you used AI to improve processes, automate tasks, or manage projects?

  5. Tell us about a system, process, or tool you implemented that significantly improved team efficiency or business performance.

  6. State your compensation expectations. Please provide your ideal monthly or annual compensation range for this role.