Manager, eCommerce Operations

The Manager of eCommerce Operations & Customer Experience supports the day-to-day operations, tools, and processes across customer touchpoints. This role focuses on improving the customer experience and operational performance to support conversion, retention, cost control, and profitability. This is a hands-on role requiring strong execution, analytical rigor, and the ability to drive vendors to outcomes.

This role partners closely with external vendors (3PL, carriers, customer support, and tech partners) and internal teams to ensure operational fundamentals are stable, performance is visible through clear KPIs, and improvements are implemented cleanly.

Key Responsibilities

3PL & Fulfillment Operations

Support day-to-day 3PL performance to ensure SLAs and fulfillment targets are met.

Support receiving, inspection, and inventory storage workflows to maintain product availability for fulfillment.

Build strong working relationships with 3PL partners to surface issues early and help drive solutions through to completion.

Maintain returns operational visibility, including aging queues, throughput, exceptions, and operational root causes.

Identify packaging and process improvements that reduce split shipments and minimize DIM exposure.

Support cycle counting and physical inventory audits, including investigation and resolution of discrepancies.

Maintain unboxing and QC standards for special product launches, and support consistent 3PL execution aligned to expectations.

Shipping Cost Management and Carrier Performance

Maintain recurring shipping cost visibility and reporting, including outbound and returns spend.

Monitor cost drivers by service and category, including residential vs commercial mix, assessorials, and billing validation.

Track billing accuracy and partner performance, including refunds, claims outcomes, and discrepancies.

Identify practical cost reduction levers through packaging, policy inputs (shipping thresholds), service mix, and operational changes.

Provide analysis and materials to support carrier and shipping partner conversations.

Customer Support Operations and Vendor Performance

Run the weekly and monthly KPI cadence with the external Customer Support partner to ensure service levels scale with volume fluctuations across all channels (email, calls and chat).

Maintain weekly and monthly KPI reporting that supports accountability, including ticket volumes, response time, resolution time, and call performance drivers (missed calls, wait time, handle time).

Support escalations and ensure issues are tracked, resolved, and closed with appropriate follow-through.

Perform weekly quality checks on client cases managed by Customer Support agents and deliver feedback that instructs training refresh and enrichment of knowledge base.

Help shape support workflows, training, and knowledge so the team can proactively guide customers to the right product and support conversion, not just resolve issues.

Support key brand moments, including product launches and seasonal priorities, with agent training and support materials.

Maintain structured feedback loops that connect client issues, defects, and return reasons back to operational and product improvements.

Maintain process documentation and SOPs to ensure consistent execution across vendors and internal coverage.

CX Systems, Knowledge Base, and Automation

Own day-to-day operational configuration and ongoing improvement of CX tooling, including Gorgias and Aircall workflows, macros, fields, and tags.

Maintain and continuously improve the Help Center, customer-facing FAQs, and product knowledge base to support self-service and agent effectiveness.

Support implementation and optimization of customer service automation, including QA and updates of automated email flows and AI-supported processes.

Support chat capabilities, including vendor coordination, onboarding, testing, and operating readiness. This includes AI-supported features where applicable, with emphasis on quality control, readiness, and measurable impact.

Partner with stakeholders to ensure CX launches are reviewed, approved, and rolled out cleanly.

Order Management, Data Flows, and Reconciliation

Support the full lifecycle of order processing, including exceptions, cancellations, exchanges, and returns, to support a seamless customer experience.

Monitor daily data flows across Shopify, EDI or integrations, and 3PL systems to support inventory accuracy and fulfillment integrity.

Support fraud and chargeback workflows with internal and external partners to reduce false positives and improve approval rates.

Support invoice reconciliation and monthly reporting across shipping, returns, and vendor costs to support budget alignment and accuracy.

Set up and maintain product shipping profiles so rates calculate correctly in checkout.

Partner on continuous improvements to customer experience programs such as exchanges and other checkout-related policies.

Customer Voice, Reviews, and Brand Protection

Manage product and customer review workflows and escalations, including moderation and coordinating responses when needed.

Consolidate client sentiment across CX and operational inputs and translate it into clear themes and recommended actions.

Support IP protection workflows, including recurring Corsearch review and approval tasks.

Business Recaps and Operating Cadence

Maintain an operating cadence of weekly, monthly, and quarterly recaps for key vendors and operational functions, including 3PL and customer support KPIs.

Ensure performance updates include clear summaries, open items, and specific next actions with owners and dates.

Maintain tracking to ensure improvements discussed translate into implemented changes.

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Skills and Experience

4+ years in eCommerce operations, customer experience, fulfillment, or technical operations in retail or DTC.

Experience supporting customer service operations within an ecommerce environment, with a strong understanding of common client issues such as order cancellations, returns, exchanges, promotions, and order modifications.

Strong judgment in evaluating policy exceptions to balance customer satisfaction, client retention, and business objectives.

Strong client-facing communication skills in a Direct-to-Consumer (DTC) business environment, including the ability to develop clear customer-facing content for websites, FAQs, and customer service communication templates.

Strong operational execution across 3PL performance, returns, and customer support workflows.

Strong analytical capability, comfortable working with large datasets and identifying actionable drivers.

Experience with Shopify and common CX tools and integrations. Experience with EDI or integration workflows is a plus.

Comfortable working with AI-enabled CX tools and using data and QA to improve performance over time.

Vendor management experience, able to hold partners accountable through structured reporting, clear requirements, and follow-through.

Shipping and logistics familiarity, including service mix, carrier billing concepts, and practical cost levers.

Traits for Success

Self-starter and problem solver with a strong sense of ownership.

High attention to detail and reliability in maintaining recurring operational cadence.

Comfortable operating in a lean environment with shifting priorities and evolving inputs.

Clear communicator who can summarize complex operational topics into key takeaways and recommended next steps.

Hands-on operator who balances day-to-day execution with continuous improvement.

Benefits

Medical, dental and vision packages

401K plan and company match

Competitive time-off package including: company paid holidays, paid time off, and a Summer Friday program