Chief Operating Officer

Type: Full-time Location: Remote

The short version

We run a DTC e-commerce brand scaled primarily through paid social. The team is remote: creative strategists, video editors, two media buyers, customer service, plus a stack of outside agencies.

We're hiring a COO to be the quality assurance backbone of the business. Every function has a standard. Your job is to know what that standard is, check that it's being met, and catch problems before they cost us revenue — an editor shipping ads nobody would click, a supplier quietly slipping two weeks past the ship date, an agency billing us monthly for work that isn't moving a number, a customer email sitting unanswered for three days.

Nobody is doing that job right now. The founder is, badly, in between everything else. That's the gap.

You'll also become the front door for the business. Team leads report to you — the editing pod leads, customer service — and agencies come to you first. You run those meetings, make the call, and loop the founder in when something is big enough to need it.

Read this part before you apply

This business runs on urgency. The founder's single biggest operational strength is responding and following up fast enough that nothing sits — every moving part gets delivered on time because somebody is on it within minutes, not at the end of the day.

That standard transfers to you. If a message needs a response with urgency and you don't give it one, you will be fired. Not warned twice, not coached through it. This isn't about being glued to your phone 24/7 or replying to everything instantly — it's about judgment: knowing which messages can wait until tomorrow and which ones stop a shipment, a launch, or a spend decision if they sit for six hours. Getting that wrong repeatedly is the fastest way out of this role.

If that reads as harsh, this isn't the job for you. If it reads as obvious, keep going.

What you'll oversee

Listed in order of importance to the business.

1. Video editing team

Our creative volume drives our revenue. This is the sector where your attention pays off most. You're responsible for making sure editors hit their KPIs — concepts shipped, turnaround time, revisions cleared, overdue work — and that what they ship is actually good, not just delivered on time. You'll need to connect creative output to ad account performance and be able to say which editors are producing winners and which are producing filler.

2. Creative strategists

Scripts need to show real strategic thinking: a specific angle, a real customer objection, a reason this hook works for this product. What we don't want is a script pasted out of an AI tool with no judgment applied. You'll read the work, push back when it's thin, and hold the bar. This requires you to actually understand direct response — you can't spot lazy strategy if you don't know what good strategy looks like.

3. Supply chain

Our supplier commits to shipping times and successful deliveries. You make sure they hit them.



That means tracking POs against promised dates, flagging slippage early, staying on top of inventory levels before we stock out, and having the conversation with the supplier when they miss. A stockout costs us more in a week than most other problems on this list cost us in a month.

4. Agency management

We work with agencies across Google, CRO, retention/email, SMS, post-purchase flows, accounting, TikTok Shop, and development. You own all of these relationships and you're the main point of contact for every one of them. You run the calls, set the agenda, and hold them to what they committed to. The founder joins when something is high-stakes enough to warrant it, but the default is that you handle it and report back.

For each agency: what did they promise, what are they delivering, what is it costing us, and is it worth it? You'll cut the ones that are coasting.

5. Team time and accountability

We run Hubstaff across the team. You review it — who's actually working the hours they're billing, and whether those hours are going toward the work that matters. The number you care about is hours against output, not raw activity. Someone logging 40 hours with nothing to show for it is a bigger problem than someone logging 30 and shipping everything on time, and you should be able to tell the difference and act on it.

6. Customer support

You own the standard for how customers are treated. That means knowing our response times to email, listening to how phone calls are actually handled, reading tickets, and spotting the patterns behind them. If refund requests spike, you should know why before anyone asks. If a VA is copy-pasting canned replies that don't answer the question, you catch it and fix it.

What you'll build

Oversight keeps the business from breaking. The rest of the job is making it better.

Systems and workflows. We already have systems in place and they work — they're just simple. Your job is to take what exists and make it better, then document what isn't documented yet, so nothing depends on someone remembering.

Scorecards and KPIs. Every sector and every individual gets a scorecard. We already track creative team performance in Notion and Google Sheets — you'll extend that thinking across the whole business. The goal is that decisions about raises, warnings, and cuts become mechanical instead of emotional, and that nobody on payroll is quietly costing us money.

Automation. Find the repetitive work and get it out of human hands. There's a lot of it.

Hiring. When you find a gap, you fill it. You'll source, screen, and onboard.

Talent evaluation.



Agencies and employees both. Are these the best people available to us at this price? If not, replace them. This is an ongoing job, not an annual review.

Staying current. E-commerce moves fast. New AI tools, new services, new tactics that top brands are running. You should be finding these and bringing them in, not hearing about them from us six months late.

How you'll work with the founder

You'll make decisions independently. That's the point of the role.

You'll get context on the business and the goals, and then you're expected to run. If we have to review your judgment call by call, or worry about what you decided while we weren't watching, the hire hasn't worked. We want to hear what you decided and why, not be asked what to do.

Daily update. Every day, the founder gets a short update from you covering two things: exactly what you did that day to improve the brand, and who you spoke to in order to improve it. Not a dashboard dump, not a status report on other people's work — what you moved and who you moved it with.

Weekly meeting. You and the founder meet live once a week to go deeper: where the business stands, what's being built, what needs a decision.

Looms in between. Looms are how we move without scheduling a call for everything. You'll record walkthroughs of what you're building, what you found in an audit, why you made a call, and you'll get the same from the founder. Being able to explain your thinking clearly on camera in five minutes matters here.

To be blunt about the standard: you should be able to spend a week making dozens of decisions across every sector of the business, and the founder should agree with essentially all of them without having been consulted on any.

What we're looking for

Real operating experience in DTC e-commerce. You've managed people and vendors, not just projects.

Enough working knowledge of paid social and direct response creative to judge quality yourself.

Comfort with numbers. You should be able to open an ad account, a Shopify dashboard, and a P&L; and form an opinion.

Willingness to have uncomfortable conversations — with underperforming employees, with agencies who are underdelivering, with suppliers who are late.

Fast, reliable communication. See the urgency section above.

High standards you enforce consistently, including on yourself.

Remote-native. Our team spans multiple time zones and runs on Discord.

What this role isn't

Not a strategy seat where you present ideas and someone else executes.

Not a rebuild from zero. We have working systems already — they're basic, but they function. You're here to improve them and build the ones we're missing, not to throw out what's working on day one.

Not a role with an existing ops team under you. Team leads report to you, but you're the ops function until you build more of it.

Not a fit if you need approval before acting, or clear instructions to know what to work on.

Job Type: Full-time

Work Location: Remote

📌 Chief Operating Officer (Colombia)
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