Ecommerce Operations Manager

About the position This role is the backbone of our direct-to-consumer experience. You will own the performance, accuracy, and clarity of our Shopify store from end to end. Your mission is simple and powerful: Ensure every customer fully understands what they are buying and when they will receive it before they complete their purchase. You will take full ownership of Shopify store operations and customer experience, eliminate inconsistencies across the site, standardize shipping, split shipment, and pre-order communication, build and document SOPs for all operational workflows, and implement systems and automations that reduce manual work and customer confusion.

Responsibilities

• Respond to customer inquiries via Shopify inbox and social channels
• Process refunds, reships, cancellations, and order updates
• Triage and resolve support tickets based on urgency
• Identify patterns in customer feedback and recommend improvements
• Ensure all communication is clear, accurate, and aligned with current messaging
• Monitor order flow across Shopify, Base, and Amazon MCF
• Resolve failed orders, inventory issues, and discrepancies
• Coordinate with fulfillment teams to ensure timely delivery
• Manage split shipments, pre-orders, and out-of-stock scenarios
• Track and resolve missing or delayed packages
• Audit the website for broken links, incorrect pricing, and outdated promotions
• Ensure consistency across product pages, landing pages, and collections
• Validate all messaging related to shipping and pre-orders
• Support promotion setup and ensure backend accuracy
• Build and maintain SOPs for recurring workflows
• Identify inefficiencies and implement automation using tools like Shopify Flow
• Optimize customer service platforms such as Gorgias
• Improve post-purchase experience and operational workflows
• Support system cleanup and tool evaluation
• Deliver weekly Shopify performance reports
• Track key metrics such as CAC, LTV, and funnel performance
• Identify trends, anomalies, and risks early
• Ensure data accuracy for decision-making
• Maintain compliance across ADA, privacy policies, and tracking regulations
• Review product pages and campaigns for compliance risks
• Ensure all required tools and disclosures are functioning properly
• Stay updated on platform policies and changes
• Identify repetitive tasks and convert them into automated workflows
• Use AI tools to improve efficiency in customer service and operations
• Build prompt libraries and scalable systems
• Continuously reduce manual workload while maintaining accuracy

Requirements

• 2 to 5 years of experience managing Shopify store operations
• Highly detail-oriented and catch inconsistencies others miss
• Strong written communicator who can simplify complex information
• Hands-on experience with order management, fulfillment, and customer service
• Understand Shopify apps, backend systems, and troubleshooting workflows
• Build systems, not just solutions
• Thrive in a fast-moving, high-growth environment
• Comfortable working cross-functionally while maintaining ownership
• Believe in excellence over easy. Take initiative. Close loops. Care deeply about doing things the right way.

Benefits

• A remote-first environment that gives you flexibility and autonomy
• The ability to manage your schedule with trust and accountability
• Direct access to leadership and meaningful collaboration across teams
• Opportunities to build systems, implement ideas, and drive real impact
• Access to training, tools, and continuous learning
• A decade-strong, family-founded brand with a clear mission and vision
• Free access to products that are changing how children learn

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