DTC Operations Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Assume complete responsibility for the operations of the Shopify store and the overall customer experience.

• Remove inconsistencies from the site, such as broken links, outdated promotions, and conflicting messages.

• Standardize communication regarding shipping, split shipments, and pre-orders across all customer touchpoints.

• Develop and document Standard Operating Procedures (SOPs) for all operational workflows.

• Implement systems and automation to minimize manual tasks and enhance customer clarity.

• Address customer inquiries through the Shopify inbox and social media channels.

• Manage refunds, reshipments, cancellations, and order updates.

• Prioritize and resolve support tickets based on their urgency.

• Analyze customer feedback for patterns and suggest improvements.

• Oversee order flow across Shopify, Base, and Amazon MCF.

• Resolve failed orders, inventory discrepancies, and related issues.

• Collaborate with fulfillment teams to guarantee timely deliveries.

• Conduct audits of the website to identify broken links, incorrect pricing, and outdated promotions.

• Create and maintain SOPs for recurring operational processes.

• Provide weekly performance reports for the Shopify store.

• Ensure compliance with ADA, privacy policies, and tracking regulations.

⛳️ Requirements

• 2 to 5 years of experience in managing Shopify store operations.

• Highly detail-oriented with an ability to identify inconsistencies that others may overlook.

• Proficient in written communication, capable of simplifying complex information.

• Hands-on experience with order management, fulfillment, and customer service.

• Familiarity with Shopify apps, backend systems, and troubleshooting processes.

• Capable of building systems rather than just providing quick fixes.

• Thrives in a dynamic, fast-paced, high-growth environment.

• Comfortable working across functions while maintaining accountability.

🏝️ Benefits

• A remote-first work environment offering flexibility and autonomy.

• The ability to manage your own schedule with trust and accountability.

• Direct access to leadership and opportunities for meaningful collaboration across teams.

• Chances to create systems, implement innovative ideas, and make a significant impact.

• Access to training, tools, and continuous learning opportunities.

• A well-established, family-founded brand with a clear mission and vision spanning over a decade.

• Complimentary access to products that are transforming children's learning experiences.