Ecommerce Operations & Customer Experience Manager

Job Description

Job Description We are seeking a highly proactive Ecommerce Operations & Customer Experience Manager to take ownership of daily ecommerce operations, Shopify management, customer experience, and process improvement for a growing Shopify brand. A mid-7 figure ecommerce business operating with a lean team. As the company continues to scale, this role will help create structure, improve internal workflows, and take ownership of recurring operational responsibilities currently handled by the founders. This role is responsible for managing Shopify backend operations, overseeing customer communication, coordinating order-related issues, improving systems, and ensuring the ecommerce business runs smoothly day to day. The ideal candidate has experience working within successful Shopify brands and understands how ecommerce operations connect across customers, orders, fulfillment, inventory, and internal processes. This is not a traditional customer service role or Shopify admin position. Success requires someone who can identify problems, create solutions, improve workflows, and operate independently in a fast-moving founder-led environment. Key Responsibilities Shopify & Ecommerce Operations Manage daily Shopify backend operations Maintain product information, collections, pricing, discounts, and store updates Monitor orders and ensure ecommerce workflows operate smoothly Monitor product sales performance and identify inventory trends, stock risks, or replenishment needs Track inventory levels against sales velocity to help prevent stockouts or overstock situations Monitor progress, timelines, and delivery status of inventory and raw material orders Coordinate with internal teams and suppliers to maintain visibility across inventory availability Support Shopify apps, integrations, and ecommerce tools Identify website, checkout, or customer experience issues Coordinate with external partners or developers when needed Recommend improvements to ecommerce processes and workflows Customer Experience Management Manage customer inquiries across email and support channels Respond to questions regarding products, orders, shipping, returns, and general concerns Maintain a helpful and professional brand voice across customer interactions Resolve customer issues while protecting the customer experience Identify recurring customer problems and recommend improvements Create and improve customer support processes, templates, FAQs, and SOPs Order, Fulfillment & Operations Coordination Monitor order processing and fulfillment workflows Coordinate with warehouses, fulfillment partners, and logistics providers Investigate shipping delays, fulfillment issues, and customer escalations Maintain visibility across operational issues until resolution Ensure customers receive timely updates when issues occur Systems & Process Improvement Build and document SOPs across ecommerce operations Create repeatable workflows as the company scales Improve internal organization and operational visibility Identify manual tasks that can be streamlined or automated Help establish processes suitable for a growing ecommerce team Cross-Functional Support Support founders with ecommerce-related projects Assist across different areas of the business as priorities change Take ownership of operational tasks without requiring constant direction Provide recommendations based on previous ecommerce experience Qualifications Required 3+ years of ecommerce operations or ecommerce customer experience experience Experience working with successful Shopify brands Strong Shopify backend experience Experience managing customer support for ecommerce businesses Experience handling orders, shipping inquiries, returns, exchanges, and escalations Experience coordinating with warehouses, 3PLs, or fulfillment partners Experience improving workflows, creating SOPs, or building operational processes Experience working in small, fast-growing founder-led businesses Strong understanding of ecommerce operations from order placement through fulfillment Excellent written English communication skills Experience using ecommerce helpdesk platforms such as Gorgias, Zendesk, Reamaze, or similar Experience monitoring ecommerce inventory levels, sales velocity, replenishment needs, or inventory coordination workflows Strong attention to detail Strong problem-solving skills and ability to think critically Ability to work independently with minimal structure Highly proactive with strong ownership mindset Preferred Experience helping Shopify brands scale through operational improvements Experience with Shopify apps and ecommerce automation tools