[Remote] Ecommerce Fulfillment & Operations Manager

Note: The job is a remote job and is open to candidates in USA. Hadley Designs is a family-founded, female-led brand redefining early education through creativity, beauty, and connection. The Ecommerce Fulfillment & Operations Manager will take full ownership of the Shopify store operations and customer experience, ensuring clarity and accuracy in customer communications and order fulfillment.

Responsibilities

• 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• Eliminate inconsistencies across the site, including broken links, outdated promotions, and conflicting messaging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
• 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
• 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
• Audit the website for broken links, incorrect pricing, and outdated promotions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
• 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
• 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
• 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
• 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

Skills

• 2 to 5 years of experience managing Shopify store operations
• Highly detail-oriented and catch inconsistencies others miss
• Strong written communicator who can simplify complex information
• Hands-on experience with order management, fulfillment, and customer service
• Understand Shopify apps, backend systems, and troubleshooting workflows
• Build systems, not just solutions
• Thrive in a fast-moving, high-growth environment
• Comfortable working cross-functionally while maintaining ownership

Benefits

• 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

Company Overview