Customer Operations Manager

Job description

Join Luzern eCommerce: Powering the World’s Most Ambitious Brands Step into the world of limitless possibilities with Luzern eCommerce, where we’ve been redefining online retail since 2003. We partner with global icons like On Running, Nestlé, Panasonic, Reebok, Stokke, Ultrahuman, Next, Twinning's, 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, we’re on a mission to dominate the global eCommerce space. With our award-winning team, cutting-edge AI-enabled Channel Optimizer platform, and bold strategies, we’re not just keeping up with the future of retail—we’re creating it. Be part of one of the fastest-growing tech sectors, where you’ll 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 We’re 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 You’ll Be Doing This role oversees three core operational areas across the post-purchase customer journey: Customer Service Operations — ensuring high-quality customer support and communication across all channels Order Management Operations — managing fulfilment-related issues, escalations, and operational coordination 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. Bachelor’s 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 We’re 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.