Head of E-commerce Operations

Head of E-commerce Operations- Remote 

30 Seconds on FixBIOME

FixBIOME https://fixbiome.com.au/ is a gut health supplement company that was founded in 2022. The company was started when the founder saw a gap in the market for gut supplements and information. Having struggled with her own debilitating gut issues, despite access to top-line medical/pharmaceutical care, she still struggled to find information and products that worked in the emerging field. 

If she faced this issue, she knew others would be facing it much worse. The founder created an educational blog that made complex medical stuff easy to understand (doctor-reviewed) and spoke about the issues she was facing. 

Evolving from this, FixBIOME products were then developed by a team of incredible doctors, naturopaths, and formulation experts after intensive R&D. FixBIOME reengineered how supplements are made, creating something designed specifically for the gut. 

We have a small but passionate team that’s focused on scaling and building a brand that customers love. We have sold out 5 times since launch and have a forever-growing return rate. We intend to become the leading gut supplement brand in Australia and beyond, with the UK and USA being strong markets. 

We welcome you on our journey as we expand and grow!

Job Overview

As Head of Operations, you’ll be responsible for owning all operational functions within the company. You will work closely with our founder, guide the strategy to support scale and help us to set up the necessary systems. You will communicate directly with our local and international manufacturers, our fractional CFO, our fractional legal team and our internal team to effectively manage and scale the brand. 

You will also work closely with our CEO/Founder to set goals and ensure we’re operationally prepared to reach the goals we have as a team.

Why we’re hiring for the role:

We have found product market fit, established our patent and are gaining momentum in the industry as a trusted, reliable brand. Our founder is focused on the product development and branding elements of the business, but the demand on her time has left a gap in operations for us. 

Who would be a perfect fit:

You’ve had experience running operations for a growing ecommerce brand. You’ve built the systems that led to reliability in the supply chain and increased profit through efficiency. You’re a really strong operator with the confidence to take charge of the operational functions and be a leader within the culture for the brand to ensure we have the right systems in place to scale profitably.  

Key Responsibilities:

Supply Chain and Manufacturing Management:

How we currently do it:

We currently have two manufacturers in Australia and the USA and are currently looking for a third manufacturer in the US. The US serves the global market. Australia will be serving the Australian and NZ markets. 

Supply Chain and Manufacturing Responsibilities:

• Coordinate with manufacturers in the USA and Australia to manage product orders 

• Assist in finding a secondary manufacturing partner in the USA (and any others in future)

• Source new manufacturers and suppliers of ingredients

• Oversee the supply chain process. 

• Maintain relationships with manufacturers and negotiate terms to ensure

cost-effectiveness and quality

• Make sure we aren’t overstocked on the balance sheet for our inventory

• Use our demand planning tool to forecast inventory requirements for revenue goals

• Establish quality control and consistency of products across different manufacturers, even when ratios may differ

Budget, demand planning and inventory management:

How we currently do it: 

Due to sellouts we are working hard to improve demand planning. We have built financial modelling tools in sheets with our fractional CFO, which can be utilised for inventory, budget, and cash flow management. 

Responsibilities:

• Plan inventory purchasing timelines based on sell through data

• Work closely with CEO and fractional CFO to manage cash flow with inventory purchasing

• Place PO’s and manage inbound freight

• Make sure we’re never out of stock

• Manage terms with our suppliers

Logistics and Distribution:

How we currently do it:

We have just onboarded a new 3PL in Australia and are currently looking for/evaluating new 3PLs in the USA as our existing intends to shut down come March. 

Logistics and Distribution Responsibilities:

• Manage relationships with third-party logistics (3PL) providers to ensure

efficient and accurate shipping of orders to customers.

• Managing bundling of our SKUs 

• Manage the movement in and out of 3PLs from manufacturers and coordinate the movement of stock between warehouses if required 

• Monitor and optimise logistics processes to reduce shipping times and costs

• Hold our 3PL accountable to agreed-upon metrics

• Assess and evaluate different 3PL options in any new area

• Make sure our systems are set up to effectively communicate with their systems

Product Development:

How we currently do it:

The founder has an outsourced team of gut health and medical experts who she works closely with to develop products. Product development in this role would be centred around supporting the existing structure. 

Product Development Responsibilities:

• Ensure consistency of product across manufacturers 

• Manage and formulate/tabulate study data that supports the patent (think questionnaires from customers we then tabulate and provide to our patent lawyer) 

• Manage the operational projects to deliver on the marketing and product calendar

Customer Service Management:

How we currently do it:

We have a customer service team of two agents, utilising Gorgias as our primary software platform. However, there's significant room for enhancement, particularly in developing new systems, implementing automation, and other innovations. 

Customer Service Responsibilities:

• Manage our existing platform and oversee the current team (Gorgias)

• Understand the physical impact of a supplement product and train the team on it 

• Educate customers on the product complexities 

• Set benchmarks for the customer service team to ensure quality support is provided 

• Develop strategies to enhance customer service efficiency and effectiveness.

Leadership and Management:

How we currently do it:

Currently, the founder wears all the hats and would love someone to help with culture and team development. We see this role as critical for driving culture and growth forward. 

Leadership and Development Responsibilities:

• Lead, motivate, and support a diverse team to achieve operational excellence.

• Provide training and development opportunities for team members.

• Ensure the team is aware of all necessary metrics we track for success

• Establish KPI and make sure deadlines are met

• Implement and refine operational procedures and policies to improve overall

efficiency.

• Identify areas for process improvements and cost reduction.

• Stay informed about industry trends and best practices in operations

management 

Experience & Qualifications

Need to have:

• Proven experience in operations management in e-commerce

• Proven experience in budget, cash flow and inventory management

• Strong understanding of supply chain management and logistics.

• Excellent leadership and communication skills

• Proven ability to implement systems to increase efficiency

• Understanding of e-commerce tech tools to implement

• Ability to work in a fast-paced and dynamic environment.

• Willingness to learn

• Proven track record of reliability, growth and scale in previous roles

Nice to have:

• Experience working with a supplement brand

• Experience with Woo-commerce

• Experience with Regulatory process in supplements 

• Certifications or degrees relevant to the role

• Experience working within an ERP

• Omnichannel operational experience 

• Woocommerce experience 

• Relevant college/university degree

Contact: *******@fixbiome.com

• Flexible hours available
• More than 4 years of relevant work experience required for this role
• Working rights required for this role
• Expected start date for role: 20 March 2024
• Expected salary: $90,000 - $160,000 per year