DTC Ecommerce Operations Lead

3 weeks ago
Full-time
Mid Level
Customer and Technical Support
Hadley Designs

Hadley Designs

Hadley Designs specializes in creating educational and organizational products, including desk calendars and magnetic meal planners, designed to help individuals manage their schedules and meal preparations effectively.

Specialty Retail
1-10
Founded 2014

Description

  • Own Shopify store operations and the end-to-end customer experience.
  • Respond to customer inquiries through Shopify inbox and social channels.
  • Process refunds, reships, cancellations, and order updates.
  • Triage and resolve support tickets based on urgency and customer impact.
  • Monitor order flow across Shopify, Base, and Amazon MCF and resolve failed orders, inventory issues, and discrepancies.
  • Coordinate with fulfillment teams to ensure timely delivery and handle split shipments, pre-orders, and out-of-stock scenarios.
  • Audit the website for broken links, incorrect pricing, outdated promotions, and inconsistent messaging.
  • Build and maintain SOPs for recurring operational workflows.
  • Implement systems and automations to reduce manual work and improve efficiency.
  • Deliver weekly performance reports and track key metrics, trends, anomalies, and risks.
  • Maintain compliance across ADA, privacy, tracking, and product page requirements.

Requirements

  • 2 to 5 years of experience managing Shopify store operations.
  • Hands-on experience with order management, fulfillment, and customer service.
  • Understanding of Shopify apps, backend systems, and troubleshooting workflows.
  • Strong written communication skills with the ability to simplify complex information.
  • Highly detail-oriented with the ability to catch inconsistencies others miss.
  • Systems-driven mindset with the ability to build processes, not just solve individual problems.
  • Comfort working in a fast-moving, high-growth environment.
  • Ability to work cross-functionally while maintaining full ownership of outcomes.
  • Experience using automation tools such as Shopify Flow is preferred.
  • Experience with customer service platforms such as Gorgias is preferred.

Benefits

  • Remote-first environment with flexibility and autonomy.
  • Ability to manage your schedule with trust and accountability.
  • Direct access to leadership and collaboration across teams.
  • Opportunities to build systems, implement ideas, and drive real impact.
  • Access to training, tools, and continuous learning.
  • Free access to products.
  • Work at a family-founded brand with a clear mission and vision.

Interested in this position?

Apply directly on the company website

Apply Now

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