Fractional COO for ZapWrap Growth
Budget: $8 – $15 USD
ZapWrap is moving from scrappy start-up to serious scale, and I need an experienced fractional COO to make that leap possible. We are a design-driven phone-case brand that pairs tech protection with culture and creativity; now it’s time for our back-end operations to reflect the same polish our products already show.
Where I see the greatest immediate need is in Customer support. The volume of inquiries has ballooned far beyond what our automated responses can comfortably handle, and the knock-on effects are starting to touch fulfillment, inventory flow, and even vendor relationships. Your first mandate will be to tame that queue, then lay the rails so it never grows out of control again.
Beyond support, the broader mission is to align CAC, LTV, and margin goals with rock-solid operational capacity. That means designing and documenting SOPs that scale smoothly across:
• Fulfillment
• Inventory management
• Customer support (priority)
• Vendor management
I’m looking for someone who can step in, audit each system, and implement process improvements without disrupting our brand voice or our commitment to design quality. You will work cross-functionally with marketing, product, and finance to ensure every operational move strengthens our unit economics.
Key results I care about:
1. Customer support response times drop below industry benchmark while maintaining brand tone.
2. Unified SOP playbook delivered, tested, and in active use by the team.
3. Clear dashboard tying operational KPIs to CAC, LTV, and margin targets, with regular reporting cadences in place.
If you’ve shepherded a consumer brand through similar growth stages—especially one balancing creative storytelling with efficient logistics—I’d love to hear how you would approach our challenges and what early wins you expect to deliver.
Where I see the greatest immediate need is in Customer support. The volume of inquiries has ballooned far beyond what our automated responses can comfortably handle, and the knock-on effects are starting to touch fulfillment, inventory flow, and even vendor relationships. Your first mandate will be to tame that queue, then lay the rails so it never grows out of control again.
Beyond support, the broader mission is to align CAC, LTV, and margin goals with rock-solid operational capacity. That means designing and documenting SOPs that scale smoothly across:
• Fulfillment
• Inventory management
• Customer support (priority)
• Vendor management
I’m looking for someone who can step in, audit each system, and implement process improvements without disrupting our brand voice or our commitment to design quality. You will work cross-functionally with marketing, product, and finance to ensure every operational move strengthens our unit economics.
Key results I care about:
1. Customer support response times drop below industry benchmark while maintaining brand tone.
2. Unified SOP playbook delivered, tested, and in active use by the team.
3. Clear dashboard tying operational KPIs to CAC, LTV, and margin targets, with regular reporting cadences in place.
If you’ve shepherded a consumer brand through similar growth stages—especially one balancing creative storytelling with efficient logistics—I’d love to hear how you would approach our challenges and what early wins you expect to deliver.