Operations Manager – DTC, Shopify

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

📋 Description

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

• Address inconsistencies on the website, such as broken links, outdated promotions, and conflicting messages.

• Standardize communications related to shipping, split shipments, and pre-orders across all channels.

• Create and document standard operating procedures (SOPs) for all operational processes.

• Implement systems and automations that minimize manual tasks and reduce customer confusion.

• Address customer queries through Shopify inbox and various social media platforms.

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

• Prioritize and resolve support tickets based on urgency.

• Analyze customer feedback patterns and suggest enhancements.

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

• Troubleshoot failed orders, inventory challenges, and discrepancies.

• Collaborate with fulfillment teams to guarantee timely deliveries.

• Conduct website audits for broken links, incorrect pricing, and outdated promotions.

• 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.

• Exceptional attention to detail with the ability to identify inconsistencies overlooked by others.

• Strong written communication skills capable of simplifying complex information.

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

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

• Focus on building systems rather than just offering solutions.

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

• Comfortable collaborating across different functions while maintaining ownership of tasks.

🏝️ Benefits

• A remote-first work culture that provides flexibility and autonomy.

• The opportunity to manage your schedule with trust and accountability.

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

• Chances to develop systems, implement initiatives, and create a significant impact.

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

• A well-established, family-founded brand with a decade-long commitment to its mission and vision.

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