Customer Operations Manager

Join Luzern eCommerce: Powering the Worlds Most Ambitious Brands

Step into the world of limitless possibilities with Luzern eCommerce where weve been redefining online retail since 2003. We partner with global icons like On Running Nestlé Panasonic Reebok Stokke Ultrahuman Next Twinnings Bondi Sands and Philips to accelerate growth maximise margins and deliver exceptional customer experiences across Amazon top marketplaces branded webstores and social platforms.

Backed by significant investment were on a mission to dominate the global eCommerce space. With our award-winning team cutting-edge AI-enabled Channel Optimizer platform and bold strategies were not just keeping up with the future of retailwere creating it.

Be part of one of the fastest-growing tech sectors where youll innovate collaborate and thrive in a business that values your individuality and ambition. Join Luzern eCommerce and be part of the next big chapter in retail history!

Customer Operations Manager Lead & Optimize a High-Performing Customer Service Function

About the Role

Were looking for a proactive and highly organised Customer Operations Manager to lead and scale our post-purchase operations across multiple eCommerce marketplaces and channels. This role is ideal for someone who enjoys improving processes creating structure and helping scale operations within a growing business.

This role oversees the day-to-day performance of our Customer Service Order Management and Fraud Operations ensuring a seamless customer experience while driving operational efficiency team performance and continuous improvement.

Reporting to the Senior Leadership Team you will play a key role in helping transform customer operations into a more scalable data-driven and process-efficient function through automation AI and continuous improvement initiatives.

This is a full-time hybrid role based in Dublin.

Tasks

What Youll Be Doing

This role oversees three core operational areas across the post-purchase customer journey:

1. Customer Service Operations ensuring high-quality customer support and communication across all channels
2. Order Management Operations managing fulfilment-related issues escalations and operational coordination
3. Fraud & Dispute Management supporting day-to-day fraud monitoring reporting and operational escalation processes

The successful candidate will ensure these functions operate effectively together while maintaining strong service standards operational efficiency and customer satisfaction.

Customer Operations Leadership

• Lead the day-to-day management of the Customer Operations function across multiple marketplaces and channels
• Support mentor and develop a high-performing operations team
• Ensure excellent customer experiences through efficient support delivery and proactive issue resolution
• Manage team scheduling workload balancing and operational coverage during peak trading periods
• Act as a key escalation point for customer order and fraud-related operational issues
• Take full ownership of post-purchase order operations ensuring smooth fulfilment and proactive issue resolution.
• Collaborate with cross-functional teams to manage escalations and prevent recurring issues
• Lead weekly reporting on fraud case volumes trends and resolution.
• Support escalation handling as needed ensuring timely mitigation of risk.

Operational Excellence & Process Improvement

• Continuously improve workflows processes and operational efficiency across the customer journey
• Identify bottlenecks recurring issues and opportunities for optimisation
• Collaborate cross-functionally to improve fulfilment escalation handling and customer outcomes
• Drive consistency accountability and operational best practice across the function
• Support the ongoing evolution of customer operations into a scalable process-driven function aligned to business growth

Automation AI & Innovation

• Drive the adoption of automation AI-enabled workflows and process improvements to support a more scalable and efficient customer operations function.
• Drive the implementation of tools and technologies that improve efficiency and team productivity
• Develop and maintain a roadmap for process innovation and operational enhancement
• Track and report on efficiency gains and operational impact

KPI & Performance Reporting

• Produce and present monthly reports covering customer service KPIs ticket volumes overtime usage and overall team performance.
• Monitor team metrics to identify trends risks and opportunities for improvement.
• Provide regular updates to the Senior Leadership Team on key initiatives operational changes and business impact.
• Actively contribute to leadership meetings sharing updates on current focus areas risks and team priorities.

Requirements

What You Bring to the Role

• Proven experience (5 years) in Customer Operations Customer Service Management or a similar operational leadership role preferably in eCommerce or marketplaces.
• Bachelors degree in Business Operations Management or related discipline preferred; qualifications in Lean Six Sigma Agile or Continuous Improvement methodologies are advantageous
• Strong experience leading teams managing operational KPIs and improving performance within fast-paced environments
• Demonstrated experience improving operational processes workflows and efficiencies to support scalability and continuous improvement
• Experience developing structured process-driven ways of working including the use of automation or AI-enabled tools to reduce manual effort
• Strong analytical mindset with the ability to interpret operational data identify trends and support informed decision-making
• Familiarity with Order Management Systems (OMS) Customer Service Platforms and fraud monitoring/reporting tools
• Strong communication and stakeholder management skills including the ability to present operational insights to senior leadership

What Were Looking For

• Someone excited by the opportunity to help scale and improve operational processes within a growing business
• A process-minded operator who enjoys identifying inefficiencies and building scalable ways of working
• Someone comfortable working within evolving environments and bringing structure to growing operational functions
• A strong and supportive people leader who can motivate and develop teams
• A proactive and solutions-oriented individual who takes ownership and drives improvements
• A highly organised collaborator comfortable managing multiple priorities across cross-functional teams

What Success Looks Like

• Improved scalability and operational maturity through process optimisation automation and AI-enabled efficiencies
• High-performing and well-organised customer operations teams
• Efficient and scalable post-purchase operational processes
• Strong customer satisfaction and service delivery standards
• Effective collaboration across Customer Service Order Management Fraud Operations and wider business functions

Benefits

What We Offer

• Competitive Compensation: Attractive salary package with benefits.
• Work-Life Balance: Competitive annual leave and flexible working arrangements.
• Growth Opportunities: Access to learning and development programs to enhance your skills.
• Culture and Environment: A fun inclusive and collaborative workplace.
• Wellbeing Support: Access to an Employee Assistance Programme (EAP).
• Quarterly Social Events: Company-sponsored quarterly social events designed to bring teams together celebrate success and strengthen connections across the business.

We are committed to equal opportunities and welcome applications from all suitably qualified candidates. If you require any reasonable adjustments during the recruitment process please let us know.