About LumiMeds
LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health. We are building the next generation of e-commerce and clinical infrastructure from the ground up.
As an early-stage company, we move quickly, operate with limited layers, and expect high ownership from every team member. There is no bureaucracy here — decisions happen fast, priorities evolve, and builders thrive.
We are a remote-first, globally distributed team that values clarity, accountability, and people who take initiative rather than wait for direction.
Operations Manager – Customer Experience & E-commerce
Location: LATAM /Remote
Department: Operations
Employment Type: Full-Time
About LumiMeds
LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health. We are building the next generation of e-commerce and clinical infrastructure from the ground up.
As an early-stage company, we move quickly, operate with limited layers, and expect high ownership from every team member. Decisions happen fast, priorities evolve, and builders thrive.
We are a remote-first, globally distributed team that values clarity, accountability, and people who take initiative rather than wait for direction.
About the Role
LumiMeds is seeking an Operations Manager – Customer Experience & E-commerce to own and continuously improve the customer journey across our growing digital healthcare business.
This role goes beyond traditional customer service management. We are looking for someone who understands how e-commerce operations and customer experience work together — from the moment a customer places an order through payment, fulfillment, delivery, recurring purchases, support, and retention.
You will lead our Customer Experience operations while partnering closely with Fulfillment, Payments, Pharmacy Operations, Product, Clinical, and other teams to identify friction across the customer journey and solve the operational issues behind it.
The ideal candidate has experience in a high-volume e-commerce, DTC, subscription, marketplace, or digitally enabled consumer business and is comfortable using customer and operational data to improve both service quality and business performance.
What You'll Own
Customer Experience Operations
Own the day-to-day performance of the Customer Experience function across phone, chat, email, and other support channels.
Lead, coach, and develop Customer Experience representatives and team leads.
Ensure appropriate staffing, scheduling, coverage, and escalation processes as customer volume grows.
Maintain high standards for response times, resolution quality, accuracy, and overall customer satisfaction.
Serve as the senior escalation point for complex customer and patient issues.
Build a customer-first culture focused on solving problems rather than simply closing tickets.
E-commerce & Customer Journey
Own the operational customer experience across the e-commerce lifecycle , including purchase, payment, order processing, fulfillment, shipping, delivery, recurring orders, and post-purchase support.
Identify friction points that may negatively impact conversion, customer satisfaction, retention, or repeat purchases.
Partner with Payments and Fraud teams to resolve payment failures, refunds, chargebacks, billing questions, and other transaction-related issues.
Work closely with Fulfillment and Pharmacy Operations to improve order accuracy, shipping visibility, delivery timelines, and issue resolution.
Help improve the experience surrounding subscriptions, recurring orders, cancellations, refunds, and customer retention.
Analyze recurring customer contacts to identify underlying operational or e-commerce problems and implement scalable solutions.
Process Improvement & Scalability
Design and continuously improve workflows, SOPs, escalation paths, scripts, and internal processes.
Identify opportunities to reduce unnecessary customer contacts…