Chief Operating Officer - Pet Care & E-Commerce #0610

Our client is a well-established pet health and supplements business founded by a veterinarian and recognised thought leader. Operating through a direct-to-consumer e-commerce model, the company serves hundreds of thousands of customers across North America and Europe.

This fully remote Chief Operating Officer role offers the opportunity to lead day-to-day operations and accelerate growth within a mission-driven organisation expanding into the UK and wider European Union. You will partner with a small, committed team distributed across multiple time zones, with operations managed primarily within Pacific Time Zone hours (08:00–16:00 PT).

The successful candidate will bring demonstrated e-commerce leadership, a strong operational systems mindset, and genuine enthusiasm for building and developing high-performing remote teams.

Work Schedule: Remote, with availability required during 08:00–16:00 Pacific Time (17:00–01:00 CET)

Key Responsibilities

Operational Leadership & Team Management

• Build and lead a high-performing team of approximately 20 direct reports and contractors, ensuring clear accountability and consistent delivery against deadlines
• Establish and maintain an operating cadence (weekly scorecards, priorities, and structured issue resolution) across the remote team
• Foster a positive, purpose-led culture that attracts and retains strong talent in a fully remote environment
• Implement role scorecards, performance metrics, and coaching frameworks to drive excellence and support team growth

E-commerce Growth & Strategy

• Lead data-driven experimentation and optimise the customer journey to increase revenue and improve retention
• Manage and enhance the Shopify platform, subscription models, and recurring revenue streams
• Drive end-to-end DTC operations, including fulfilment, inventory management, customer experience, and analytics integrity
• Apply and interpret retention economics (LTV:CAC ratios, cohort analysis, repeat purchase drivers)
• Balance growth initiatives with profitability through conversion rate optimisation and multi-channel attribution

International Expansion

• Collaborate on market entry strategies while maintaining operational excellence across existing markets
• Identify growth opportunities and address distribution challenges in new geographic regions
• Support expansion into the UK and EU, including navigating regulatory requirements for pet and human supplement categories

Strategic Partnership with Founder

• Communicate clearly and consistently, adapting to the CEO’s communication style and time zone shifts
• Serve as a trusted partner to the CEO, enabling focus on content creation, community engagement, and thought leadership
• Demonstrate sound judgement in decision-making while building trust and earning autonomy over time

Technology & Systems

• Ensure analytics integrity and promote data-driven decision-making across functions
• Use AI systems and automation tools to improve operational efficiency without compromising customer care quality
• Maintain a tech-forward approach to systems development and process improvement

Requirements

• High emotional intelligence with demonstrated ability to build trust, manage relationships, and navigate founder-led dynamics
• Strong grasp of DTC performance metrics, including retention economics, LTV:CAC ratios, cohort analysis, and conversion rate optimisation
• Availability to work core hours aligned with Pacific Time Zone (minimum 6 hours between 08:00–16:00 PT / 17:00–01:00 CET)
• Proven record of scaling revenue, retention, and profitability in an e-commerce environment (specific metrics and outcomes required)
• Minimum 5 years of C-suite or senior operations leadership experience within a direct-to-consumer e-commerce company
• Excellent written and spoken English, with the ability to communicate effectively across remote teams
• Demonstrated people leadership and team-building capability (hiring, onboarding, coaching, and performance management)
• Technology-oriented mindset, with experience implementing systems and process improvements
• Legal authorisation to work in your country of residence as an independent contractor or employee (employment structure varies by location)

Preferred Qualifications

• Demonstrated success managing scaling challenges (inventory complexity, margin pressure, multi-market operations)
• Experience leading fully remote, internationally distributed teams
• Exposure to AI implementation and automation in operational contexts
• Familiarity with regulatory requirements for supplement products (veterinary or human health)
• Background working with (or for) European-based companies serving North American markets
• Experience with international expansion, particularly into European markets
• Personal interest in animal welfare, pet health, or holistic healthcare

Benefits

• Salary Range: €106,000 – €110,000 per annum (depending on experience and location)

• Base salary: €106,000 – €110,000
• Performance bonus based on agreed KPIs

• 10 statutory holidays (varies by country of residence)
• 2 weeks paid time off (increases with tenure)
• Sick leave in accordance with local regulations
• Health benefits may be available depending on country of residence and employment structure
• Fully remote work environment with flexibility in location

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Note: This job posting may be for a position with Keller Executive Search or one of our clients. The specific employer will be identified during the application and interview process. Employment laws and requirements may vary depending on the employer and location within the EU.,