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- Eliminate inconsistencies across the site, including broken links, outdated promotions, and conflicting messaging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- Audit the website for broken links, incorrect pricing, and outdated promotions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