Employment type: Full-Time, Salaried (W2) | Location: Remote (U.S.) | Reports to: COO
Who You Are
You are a data person first. Not because someone told you to be — because you genuinely cannot look at a customer journey without wanting to know the numbers behind it. What is the drop-off rate? Where does churn start? What does the retention curve look like at 30, 60, 90 days? You do not have to be asked these questions. You show up with them already answered.
You have built or run the operational backbone of an online customer program — probably in ecommerce, DTC health, or wellness — and you know what it takes to make the customer experience feel seamless even when the backend is complicated. If you have built a Shopify store or managed one end-to-end, you know exactly what we mean. You think in flows, automations, and customer touchpoints, and you know which ones actually move retention and which ones are just busy work.
You are not the sales coach. You are the person who watches every piece of the customer journey with a critical eye, spots where revenue and experience are leaking, and brings a clear picture to the people responsible for fixing it. You synthesize call review data, customer behavior patterns, and operational metrics into recommendations leadership can act on — and you follow through to make sure they do.
You have managed people or programs remotely and you are good at it. You know how to stay aligned with a distributed team without micromanaging, and you know how to build accountability without being in the same room.
What you are tired of: roles where the data lives in a spreadsheet nobody looks at and CX feedback goes into a folder that nobody reads. You want a role where your findings drive real decisions and the improvements you push for actually show up in the numbers.
About bVital
bVital is a regenerative medicine and brain health practice in Park City, Utah. We have a growing supplement program for patients committed to meaningful, long-term health outcomes. Our supplement business is expanding and we are building the operational infrastructure to match — which means we need someone who can own the systems, the data, and the customer experience end-to-end. If you want to build something that actually works, at a company that takes quality seriously and gives you the autonomy to do it, this is the role.
The Role
You are the operational brain behind bVital's supplement program. You own the data, the systems, the customer journey analytics, and the quality oversight that helps leadership make better decisions. You do not coach the sales team — that belongs to the Director of Sales — but you give them the clearest possible picture of what is working, what is not, and where opportunity is being left on the table.
You manage the remote customer-facing team members responsible for supplement support and coordination. You set the standard, run the process, and make sure the day-to-day is running the way it should.
Program Analytics and Performance Reporting
- Own the supplement program dashboard: retention, churn, reorder rate, customer lifetime value, conversion rates by stage, and revenue trends.
- Review sales call recordings and patient interactions not to coach, but to surface patterns: what is causing drop-off, where objections are recurring, what the data says about quality and consistency.
- Bring weekly performance reports to leadership and the Director of Sales with clear findings and concrete recommendations — not raw data, but interpreted insight.
- Track cohort behavior over time: which patients reorder, which churn after month one, and what the data suggests about why.
Customer Experience Optimization
- Own the supplement customer journey from first purchase through long-term retention: map it, audit it, identify friction, and fix it.
- Manage and optimize the online customer experience including Shopify or ecommerce platform, product pages, purchase flow, and post-purchase touchpoints.
- Build and maintain automated follow-up sequences, reorder reminders, and patient communication workflows that reduce churn and improve adherence.
- Establish and monitor response time standards, communication quality benchmarks, and escalation paths for customer service interactions.
Operations and Systems
- Own the operational systems behind the supplement program: CRM hygiene, workflow automation, task assignment, and escalation routing.
- Identify gaps in the customer journey where experience or revenue is leaking and build the operational fix, not just the recommendation.
- Manage the remote customer experience team: set clear expectations, run regular syncs, track performance, and address issues early.
- Partner with the Director of Supplement Sales to ensure the insights you surface translate into coaching priorities and process improvements.
Clinical and Cross-Functional Collaboration
- Coordinate with providers to ensure supplement recommendations and clinical context are accurately reflected in patient communications and follow-up.
- Surface patient feedback and customer experience trends to clinical and leadership teams in a way that informs protocol and communication decisions.
Who Thrives Here
Must-haves:
- Proven experience in a customer experience, ecommerce operations, or program operations role — you have owned a customer journey end-to-end, not just supported it
- Strong data and analytics skills: you build dashboards, track cohorts, interpret metrics, and present findings clearly to leadership
- Experience managing a remote team or remote program: you know how to lead distributed people without being in the same building
- Familiarity with ecommerce platforms — Shopify experience is a significant differentiator
- CRM proficiency and experience building or maintaining automated customer workflows
- Excellent written communication: you write clear, professional customer-facing content and equally clear internal reporting
Bonus points:
- Background in DTC health, wellness, nutraceuticals, or supplement ecommerce
- Experience with Shopify, GoHighLevel, Klaviyo, or similar ecommerce and CRM platforms
- Familiarity with call review platforms (Fathom, Gong, or similar) and comfort analyzing call data for CX patterns
- Experience with Cerbo, Zendesk, or healthcare-adjacent platforms
- Background in churn analysis, cohort modeling, or subscription retention optimization
You thrive here if...
- You find it genuinely satisfying to dig into data and come up with a clean, clear story about what it means.
- You are as comfortable redesigning a Shopify post-purchase flow as you are building a weekly retention report. Both feel like your job.
- You prefer to own the insight layer and partner with the people responsible for execution, rather than be the one executing on everything yourself.
- A growing program with real infrastructure gaps feels like an opportunity to build something you are proud of.
This is not the right fit if...
- You prefer to stay in spreadsheets and leave the customer journey work to someone else. In this role, the data and the experience are the same job.
- You need a fully built system to operate. This one is a build-out, and you are part of building it.
- Remote team management is new to you. Leading a distributed team without being in the room is a core requirement here.
- You are more comfortable with high-level strategy than rolling up your sleeves on operational details. This role does both.
How You'll Be Measured
-
Retention and reorder rate — is the percentage of patients who stay on their supplement protocol past month one going up over time?
-
Churn analysis and early identification — are you catching at-risk customers before they fall off, and is the data being used to prevent it?
-
Program dashboard quality — does leadership have a clear, accurate, up-to-date picture of supplement program performance at all times?
-
Customer experience quality — are response times, communication quality, and escalation handling meeting the standard you set?
-
Operational reliability — are the systems, automations, and workflows actually running correctly, not just designed on paper
This is a remote position.
