Senior Manager, Ecommerce Operations

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

📋 Description

• **About the Role** DTC Operations Manager **Also referred to as:** Shopify Operations Manager | Ecommerce Operations Lead | Customer Experience Operations Manager

• This position is essential to our direct-to-consumer experience. You will oversee the performance, accuracy, and clarity of our Shopify store from start to finish.

• Your mission is straightforward yet impactful: ensure that every customer comprehends what they are purchasing and when they can expect to receive it prior to completing their transaction.

• **Your Core Focus**

• - Assume complete responsibility for Shopify store operations and customer experience

• - Remove inconsistencies from the site, including broken links, outdated promotions, and conflicting messages

• - Standardize communication regarding shipping, split shipments, and pre-orders across all channels

• - Create and document Standard Operating Procedures (SOPs) for all operational workflows

• - Implement systems and automation that minimize manual tasks and customer confusion

• **What You’ll Do** Customer Experience Management (Daily)

• - Address customer inquiries through Shopify inbox and social media platforms

• - Manage refunds, reships, cancellations, and order updates

• - Prioritize and resolve support tickets based on urgency

• - Detect trends in customer feedback and suggest improvements

• - Ensure all communications are clear, precise, and consistent with current messaging

• **Order Operations and Fulfillment (Daily)**

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

• - Resolve issues related to failed orders, inventory, and discrepancies

• - Collaborate with fulfillment teams to guarantee timely delivery

• - Manage split shipments, pre-orders, and out-of-stock situations

• - Track and resolve issues with missing or delayed packages

• **Store Integrity and Accuracy (Weekly)**

• - Conduct audits of the website for broken links, incorrect pricing, and outdated promotions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

• - Assist in setting up promotions and ensuring backend accuracy

• **Systems, SOPs, and Automation (Weekly)**

• - Develop and maintain SOPs for recurring workflows

• - Identify inefficiencies and implement automation using tools like Shopify Flow

• - Enhance customer service platforms such as Gorgias

• - Improve the post-purchase experience and operational workflows

• - Support system organization and tool assessment

• **Growth Operations and Reporting (Weekly)**

• - Produce weekly performance reports for Shopify

• - Monitor key metrics such as Customer Acquisition Cost (CAC), Lifetime Value (LTV), and funnel performance

• - Identify trends, anomalies, and risks promptly

• - Ensure data accuracy for informed decision-making

• **Compliance and Risk Management (Weekly)**

• - Maintain compliance with ADA, privacy policies, and tracking regulations

• - Review product pages and campaigns for potential compliance risks

• - Ensure all necessary tools and disclosures are functioning correctly

• - Stay informed about platform policies and changes

• **AI and Automation Ownership (Ongoing)**

• - Identify repetitive tasks and transform them into automated workflows

• - Utilize AI tools to enhance efficiency in customer service and operations

• - Develop prompt libraries and scalable systems

• - Continuously reduce manual workload while ensuring accuracy

• **How Success Is Measured**

• - Decrease in support ticket rates per 1000 orders

• - Reduction in reshipment rates per 1000 orders

• - No compliance issues

• - Implementation of at least one new AI automation each week

• - Zero reported issues with broken links, incorrect promotions, or inaccurate information

• **Success is exemplified by a store that operates smoothly. Orders flow seamlessly, customers feel assured, and problems are resolved before they escalate.**

⛳️ Requirements

• **Who You Are** You are a systems-focused operator who takes pride in ensuring accuracy.

• You possess an ownership mentality. You act swiftly, resolve issues independently, and take full accountability for results. You don’t wait for instructions; you create clarity in complexity.

• - You have 2 to 5 years of experience in managing Shopify store operations

• - You are extremely detail-oriented and notice inconsistencies that others overlook

• - You are an effective written communicator who can simplify intricate information

• - You have practical experience with order management, fulfillment, and customer service

• - You understand Shopify apps, backend systems, and troubleshooting processes

• - You create systems, not just temporary fixes

• - You excel in a fast-paced, high-growth setting

• - You are comfortable collaborating across functions while retaining ownership

• You believe in pursuing excellence over convenience. You take initiative, follow through, and are genuinely committed to doing things correctly.

🏝️ Benefits

• **Why You’ll Love Working Here** At Hadley Designs, your contributions have a direct impact on families around the globe.

• You are not just overseeing operations; you are facilitating a seamless experience that empowers parents to feel assured, supported, and proud of their choices.

• You will benefit from:

• - A remote-first environment that provides flexibility and autonomy

• - The ability to manage your schedule with trust and accountability

• - Direct access to leadership and meaningful collaboration across teams

• - Opportunities to develop systems, implement ideas, and create real impact

• - Access to training, tools, and ongoing learning

• - A decade-old, family-founded brand with a clear mission and vision

• - Complimentary access to products that are transforming how children learn