Shopify Operations Manager

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

📋 Description

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

• Address inconsistencies on the site, such as broken links, outdated promotions, and conflicting messages.

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

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

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

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

• Handle refunds, reshipments, cancellations, and order modifications.

• Assess and resolve support tickets based on their urgency.

• Analyze customer feedback to identify trends and suggest improvements.

• Ensure all communications are clear, accurate, and consistent with current messaging.

• Monitor order processing across Shopify, Base, and Amazon MCF.

• Resolve issues related to failed orders, inventory discrepancies, and other complications.

• Collaborate with fulfillment teams to guarantee timely deliveries.

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

• Track and address missing or delayed packages.

• Conduct website audits for broken links, incorrect pricing, and outdated promotions.

• Maintain consistency across product pages, landing pages, and collections.

• Validate all messaging pertaining to shipping and pre-orders.

• Assist in setting up promotions and ensuring backend accuracy.

• Construct and uphold SOPs for recurring workflows.

• Identify inefficiencies and utilize automation tools like Shopify Flow.

• Enhance customer service platforms such as Gorgias.

• Improve the post-purchase experience and operational processes.

• Provide weekly reports on Shopify performance.

• Monitor key metrics, including CAC, LTV, and funnel performance.

• Discover trends, anomalies, and risks early on.

• Ensure data accuracy to facilitate informed decision-making.

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

• Review product pages and campaigns for potential compliance risks.

• Guarantee that all necessary tools and disclosures are functioning correctly.

• Recognize repetitive tasks and transform them into automated workflows.

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

• Create prompt libraries and scalable systems.

• Continuously strive to reduce manual workload while ensuring accuracy.

⛳️ Requirements

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

• Detail-oriented with the ability to identify inconsistencies that others may overlook.

• Strong written communication skills to simplify complex information effectively.

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

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

• Focus on building systems rather than just solutions.

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

• Comfort in collaborating across functions while maintaining ownership of tasks.

🏝️ 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 meaningful collaboration across teams.

• Opportunities to develop systems, implement ideas, and create significant impact.

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

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

• Complimentary access to products that are transforming the way children learn.