Ecommerce Operations Manager (Shopify + CX + AI Automation)

Ecommerce Operations Manager (Shopify + CX + AI Automation)

Own the daily ecommerce engine. Systemize the details. Keep it human.

MICHI is for women who refuse to play small. We create sculpting, Pilates-first performance wear that turns movement into a daily ritual of confidence, supporting her body while elevating her self-trust. What we sell isn’t just function. It’s the feeling of full expression.

We’re hiring an Ecommerce Operations Manager to own the day-to-day ecommerce engine end-to-end: Shopify, 3PL fulfillment, customer experience, and the systems that connect it all. You will be responsible for launches to land smoothly, orders to flow cleanly, and every customer touchpoint to feel unmistakably premium.

This role is built for a modern operator: someone who loves taking a lot of moving pieces such as inventory, orders, CX, tooling, follow-ups, store updates and turn them into a simple, reliable rhythm. You’ll use AI thoughtfully to automate repeatable work, prevent mistakes, and keep the business running cleaner every week, without losing the human element that makes MICHI feel like MICHI.

Is this you?

• Are you great at translating between creative, marketing, CX, and a 3PL, so nothing gets lost?
• Can you build systems (AI-assisted) that prevent mistakes, so the business runs cleaner every week?
• Do you protect the premium brand experience while still making operations brutally efficient?
• Do you get a dopamine hit from closing loops, hitting deadlines, and raising the bar weekly?
• Do you enjoy running multiple moving parts at once and keeping them in sync?
• Are you comfortable being the person who follows up, twice or more, until it’s done?

The role, in one line

You own the daily ecommerce operating system: Shopify + 3PL + Customer Experience + Lifecycle tooling. You streamline, automate, and simplify it until AI agents can handle the grunt work and the business gets faster, cleaner, and more profitable.

What success looks like

You’ll be measured on outcomes like

• Protecting contribution margin by reducing operational leakage (errors, reships, refunds, shipping waste)
• Improving order-to-ship speed and maintaining a high on-time ship rate
• Reducing order issues (wrong/missing/damaged/address/WISMO exceptions)
• Improving inventory accuracy and keeping hero SKUs in stock
• Increasing conversion rate through store readiness, QA, merchandising standards, and fewer frictions
• Reducing CX ticket volume per order through automation and proactive clarity
• Improving retention signals through reviews, feedback loops, and lifecycle flow performance

What you’ll own day-to-day

Shopify operations + store readiness

You’ll keep our Shopify engine precise and premium with knowledge of product data, collection logic, tags, launches, and ongoing store hygiene. You’ll spot what’s missing before it becomes a problem, and you’ll build checklists so “clean” becomes automatic.

3PL + fulfillment performance

You’ll be the hub with our 3PL; monitoring order flow, resolving holds quickly, tracking performance, and pushing root-cause fixes. Your goal is simple: faster shipping, fewer exceptions, fewer customer headaches.

Customer Experience (and automation that still feels human)

You will own CX operations and build a better system—not just answer tickets.

• Manage and optimize Gorgias (macros, rules, routing, tags, SLAs, QA)
• Implement automation and self-serve workflows using tools like Voiceflow (and other CX automation tools)
• Reduce ticket volume through proactive site clarity, better post-purchase communication, and clean internal handoffs
• Build customer feedback loops: reasons, themes, recurring friction points → weekly fixes across PDP, shipping, returns, and product

Lifecycle + reviews ops (Klaviyo + Okendo)

You’ll optimize and maintain the systems that turn one purchase into the next:

• Improve and QA Klaviyo flows (welcome, browse/cart abandon, post-purchase, replenishment, winback) with clean triggers and segmentation inputs
• Own Okendo review flows and review capture so feedback is consistent, on-brand, and actionable
• Ensure data integrity across Shopify ↔ Klaviyo ↔ CX tooling so segments and automations are accurate

AI systems + “agent team” buildout

We already have our processes documented and use the core tools. Your job is to:

• Learn our current workflows quickly, then eliminate unnecessary steps
• Streamline and automate processes so AI agents can handle repeatable tasks
• Build and manage a small “team” of AI agents (e.g., SOP Librarian, QA agent, CX triage agent, Shopify QA agent), with clear roles, prompts, and handoffs
• Maintain a “control tower” rhythm: weekly dashboards, exceptions, priorities, and continuous improvement

Why this role is different

This is a builder role. You’re not inheriting a perfect machine, you’re refining a good one into an elite one.

We’re a small, focused team. That means you’ll touch everything in ecommerce operations at first: monitoring, improving, simplifying, automating, and keeping product flow moving. For the right person, it’s rare exposure and real ownership, the kind that builds an operator into a future COO.

Who you are

You’re a systems-first operator with a high standard for detail, consistency, and follow-through. You don’t get overwhelmed by lots of little tasks; you organize them, automate them, and make them disappear. You’re AI-fluent enough to create real leverage, and you care deeply that the customer experience still feels premium and human.

Experience that helps (but mindset matters most)

• 3+ years in ecommerce ops, CX ops, inventory/fulfillment, or DTC apparel operations
• Strong Shopify backend competence
• Hands-on with Klaviyo (Gorgias and Okendo a plus)
• Comfort building SOPs, dashboards, rules, and automation systems
• Strong cross-functional communication and vendor/3PL management

How to apply

Email your resume and cover letter to [email protected] with the subject:

Ecommerce Operations Manager - [Your Name]

In your application, please answer these 3 questions (briefly):

• What’s your proudest ops win (systems, speed, accuracy, automation, or CX)?
• What AI tools / automations have you built that saved real time or reduced errors?
• What are your non-negotiable standards when running an ecommerce + CX engine?