Senior Manager, Ecommerce Operations

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🕒 May 20

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Hadley Designs

WebsiteLinkedInAll Job Openings

1 - 10 employees

🛒 Retail

📚 Education

🛍️ eCommerce

Retail • Education • eCommerce

Hadley Designs is a company that specializes in creating beautiful and inspirational products designed to enhance daily life. Their product range includes educational supplies, calendars, planners, party supplies, greeting cards, and home and living accessories. Each creation from Hadley Designs not only serves a functional purpose but also aims to beautify and inspire every step of the user's journey. With a focus on design and quality, Hadley Designs handcrafts their offerings to cater to a wide array of personal and professional needs.

📋 Description

• **About the Role****DTC Operations Manager**** *Also known as: Shopify Operations Manager | Ecommerce Operations Lead | Customer Experience Operations Manager* • This role is the backbone of our direct-to-consumer experience. You will own the performance, accuracy, and clarity of our Shopify store from end to end. • Your mission is simple and powerful. Ensure every customer fully understands what they are buying and when they will receive it before they complete their purchase. • **Your Core Focus** • - Take full ownership of Shopify store operations and customer experience • - Eliminate inconsistencies across the site, including broken links, outdated promotions, and conflicting messaging • - Standardize shipping, split shipment, and pre-order communication across all touchpoints • - Build and document SOPs for all operational workflows • - Implement systems and automations that reduce manual work and customer confusion • **What You’ll Do****Customer Experience Management (Daily)** • - Respond to customer inquiries via Shopify inbox and social channels • - Process refunds, reships, cancellations, and order updates • - Triage and resolve support tickets based on urgency • - Identify patterns in customer feedback and recommend improvements • - Ensure all communication is clear, accurate, and aligned with current messaging • **Order Operations and Fulfillment (Daily)** • - Monitor order flow across Shopify, Base, and Amazon MCF • - Resolve failed orders, inventory issues, and discrepancies • - Coordinate with fulfillment teams to ensure timely delivery • - Manage split shipments, pre-orders, and out-of-stock scenarios • - Track and resolve missing or delayed packages • **Store Integrity and Accuracy (Weekly)** • - Audit the website for broken links, incorrect pricing, and outdated promotions • - Ensure consistency across product pages, landing pages, and collections • - Validate all messaging related to shipping and pre-orders • - Support promotion setup and ensure backend accuracy • **Systems, SOPs, and Automation (Weekly)** • - Build and maintain SOPs for recurring workflows • - Identify inefficiencies and implement automation using tools like Shopify Flow • - Optimize customer service platforms such as Gorgias • - Improve post-purchase experience and operational workflows • - Support system cleanup and tool evaluation • **Growth Operations and Reporting (Weekly)** • - Deliver weekly Shopify performance reports • - Track key metrics such as CAC, LTV, and funnel performance • - Identify trends, anomalies, and risks early • - Ensure data accuracy for decision-making • **Compliance and Risk Management (Weekly)** • - Maintain compliance across ADA, privacy policies, and tracking regulations • - Review product pages and campaigns for compliance risks • - Ensure all required tools and disclosures are functioning properly • - Stay updated on platform policies and changes • **AI and Automation Ownership (Ongoing)** • - Identify repetitive tasks and convert them into automated workflows • - Use AI tools to improve efficiency in customer service and operations • - Build prompt libraries and scalable systems • - Continuously reduce manual workload while maintaining accuracy • **How Success Is Measured** • - Reduction in support ticket rate per 1000 orders • - Reduction in reshipment rate per 1000 orders • - Zero compliance issues • - At least one new AI automation implemented per week • - Zero reported issues with broken links, incorrect promotions, or inaccurate information • **Success looks like a store that runs without chaos. Orders flow cleanly. Customers feel confident. Problems are solved before they scale.

🎯 Requirements

• **Who You Are**You are a systems-driven operator who takes pride in getting the details right. • You think like an owner. You move quickly, solve problems independently, and take full responsibility for outcomes. You don’t wait for direction. You create clarity where others see complexity. • - You have 2 to 5 years of experience managing Shopify store operations • - You are highly detail-oriented and catch inconsistencies others miss • - You are a strong written communicator who can simplify complex information • - You have hands-on experience with order management, fulfillment, and customer service • - You understand Shopify apps, backend systems, and troubleshooting workflows • - You build systems, not just solutions • - You thrive in a fast-moving, high-growth environment • - You are comfortable working cross-functionally while maintaining ownership • You believe in excellence over easy. You take initiative. You close loops. You care deeply about doing things the right way.

🏖️ Benefits

• **Why You’ll Love Working Here**At Hadley Designs, your work directly impacts families around the world. • You are not just managing operations. You are helping create a seamless experience that allows parents to feel confident, supported, and proud of their choices. • You will enjoy: • - A remote-first environment that gives you flexibility and autonomy • - The ability to manage your schedule with trust and accountability • - Direct access to leadership and meaningful collaboration across teams • - Opportunities to build systems, implement ideas, and drive real impact • - Access to training, tools, and continuous learning • - A decade-strong, family-founded brand with a clear mission and vision • - Free access to products that are changing how children learn