Manager, Direct-to-Consumer Operations

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.

• Address and resolve inconsistencies on the website, such as broken links, outdated promotions, and conflicting messages.

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

• Create and document Standard Operating Procedures (SOPs) for all operational processes.

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

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

• Manage refunds, reshipments, cancellations, and updates to orders.

• Prioritize and resolve support tickets based on urgency.

• Analyze customer feedback for patterns and propose enhancements.

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

• Address failed orders, inventory problems, and discrepancies.

• Collaborate with fulfillment teams to guarantee on-time delivery.

• Conduct audits of the website for broken links, incorrect pricing, and outdated promotions.

• Verify all messaging related to shipping and pre-orders.

• Provide weekly performance reports for the Shopify platform.

• 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 discrepancies that others may overlook.

• Excellent written communication skills, capable of simplifying complex information.

• Practical experience in order management, fulfillment, and customer support.

• Familiarity with Shopify applications, backend systems, and troubleshooting workflows.

• Capability to develop systems beyond just solutions.

• Ability to thrive in a fast-paced, high-growth setting.

• Comfortable collaborating across functions while maintaining a sense of ownership.

• A commitment to excellence over convenience and a willingness to take initiative.

🏝️ Benefits

• A remote-first workplace that offers flexibility and autonomy.

• The freedom to manage your schedule based on trust and accountability.

• Direct access to leadership and meaningful collaboration with various teams.

• Opportunities to create systems, implement ideas, and make a substantial impact.

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

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

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