Medva
Job Title: Senior E-Commerce Operations Manager Shift: Monday – Friday, 8:00 AM – 5:00 PM EST Type: Full-time (Remote) About The Role We are seeking a seasoned E-Commerce Operations Manager to oversee end-to-end operational workflows, demand planning, customer retention, and team leadership. You will manage inventory thresholds, handle complex escalations, maintain operational SOPs, and lead a remote team of Virtual Assistants and fulfillment staff. Key Responsibilities E-Commerce & Daily Operations: Oversee Shopify order workflows, subscription programs, discount rules, draft orders, and omnichannel support channels (Gladly, WhatsApp, Email, SMS, Slack). Demand Planning & Inventory: Monitor SKU counts, manage reorder thresholds and weeks-on-hand targets, coordinate purchase requirements with vendors, track lead times, and conduct physical audit reconciliations. Escalations & Customer Retention: Resolve high-value, VIP, wholesale, and complex customer issues outside standard VA scope. Manage win-back campaigns, abandoned checkout recoveries, Klaviyo retention workflows, and store credit policies. Team Leadership & Governance: Direct, train, and manage VAs and the Fulfillment Coordinator. Oversee schedule coverage, monitor SLA performance, write SOPs, and report key operational metrics (AOV, support volume, refund rates) to leadership. Qualifications Must-Haves: Senior Experience: 12+ years of professional operational experience. E-Commerce & Inventory Mastery: Proven hands-on background managing Shopify operations, demand planning, vendor purchasing, and multi-channel customer service. Team Leadership: Experience managing distributed teams, building SOPs, enforcing QA, and driving SLA performance. Nice-to-Haves: Education: MBA or advanced degree strongly preferred (or equivalent financial/P&L leadership background). Industry Focus: Direct experience in peptides, compounding pharmacies, longevity medicine, DTC healthcare, or wellness. Growth & Lifecycle: Hands-on experience with Klaviyo, subscription retention strategies, and customer lifecycle metrics.
Medva
