eCommerce Operations Manager

We are a rapidly growing eCommerce business. Our mission is to deliver exceptional products and experiences to our customers while continuously improving our operations. We are looking for a dedicated eCommerce Operations Manager to oversee and optimize the daily operations of our business and contribute to its long-term success. Position Overview: As the eCommerce Operations Manager, you will play a critical role in ensuring our eCommerce operations run seamlessly. You’ll oversee order processing, supply chain management, customer service, and website performance, working closely with our CEO and cross-functional teams to maintain efficiency. Key Responsibilities: Order and Fulfillment Management: Identify orders that need to be shipped, export them, and coordinate with suppliers to ensure accurate and timely fulfillment. Monitor order fulfillment processes and resolve supply chain issues as they arise. Identify refunds claimable from 3PL providers and ensure follow-through on claims. Customer Service Oversight: Lead and manage the customer service team to ensure high-quality and timely responses. Develop and implement SOPs for customer service operations. Provide training and updates to the customer service team regarding product launches and supply chain changes. Address and resolve escalations from customer service communications. Website and Funnel Management: Ensure website functionality, sales funnels, and data accuracy are maintained at all times. Collaborate with the CRO team to prevent disruptions to operational data and processes. Address and resolve urgent issues related to the website or funnels. Product and Supply Chain Coordination: Source new products as directed by the CEO. Manage shipments to UGC creators. Manage shipments to our 3PL. Monitor chargeback and refund levels, and implement chargeback prevention measures. Process Improvement and Administration: Identify operational inefficiencies and implement solutions to improve processes. Manage business software subscriptions to reduce unnecessary expenses. Coordinate theme improvement projects on the website. Create and maintain SOPs and Q&A sheets for new product launches. Team and Payments Management: Recruit, train, and manage new customer service representatives as the business scales. Prepare payments for UGC creators, employees, and contractors for approval by the CEO. Qualifications: Experience: 3+ years in eCommerce operations, supply chain management, or a related role. Technical Skills: Proficiency in Shopify, order management systems, and customer service tools. Analytical Skills: Strong problem-solving abilities with a data-driven approach to decision-making. Communication: Excellent verbal and written communication skills, with the ability to manage cross-functional teams effectively. Organizational Skills: Exceptional attention to detail and the ability to manage multiple priorities simultaneously. Leadership: Experience in team management, training, and performance evaluation. Adaptability: Ability to thrive in a fast-paced, dynamic environment. What We Offer: Opportunity to work in a fast-growing, dynamic eCommerce company. Professional growth and development opportunities. Flexible working environment. Apply below if interested. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Management and Manufacturing Industries Retail Referrals increase your chances of interviewing at Soothing Home by 2x Get notified about new Operations Manager jobs in Philippines . 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