E-Commerce & Fulfillment Manager

Responsibilities:

E-Commerce Operations ManagementManage day-to-day operations of client e-commerce stores across Shopify, Shopee, and Lazada.Oversee order management, customer service workflows, inventory monitoring, and platform issue resolution.Collaborate with internal teams (creative, content, CS, warehousing, etc) to build consultative, end-to-end e-commerce solutions.Ensure accurate and optimized product listings (supported by in-house creatives and content teams).Monitor store performance, platform health, and operational KPIs, recommending improvements to clients.Support and coordinate live selling operations (TikTok Shop and other channels), with live selling experience considered a major advantage.Fulfillment Operations CoordinationWork closely with the fulfillment team to ensure accurate picking, packing, and dispatch of client orders.Monitor fulfillment SLAs, warehouse performance, stock accuracy, and issue resolution.Understand fulfillment workflows sufficiently to identify problems and propose operational solutions.Coordinate between fulfillment operations and client requirements to ensure seamless service delivery.Lead continuous improvement initiatives across fulfillment workflows, processes, and client touchpoints.Client Relationship & Project ManagementServe as the main point of contact for assigned e-commerce and fulfillment clients.Lead all client-facing project management activities including onboarding, operational setup, and ongoing execution.Conduct regular performance reviews and provide operational insights supported by data.Manage client expectations, respond to concerns, and maintain a strong consultative relationship.Translate client needs into clear operational requirements and coordinate with cross-functional teams for execution.Maintain excellent client satisfaction through responsiveness, clarity, and proactive problem-solving.Cross-Functional Collaboration & StrategyWork with internal teams across marketing, CS, creatives, warehousing, and tech to develop integrated e-commerce solutions.Identify opportunities for operational efficiencies, automation, and process enhancement.Support leadership in aligning e-commerce strategies with client goals and overall business objectives.Stay up to date with platform best practices, marketplace policies, and emerging e-commerce trends.Provide input on improving service offerings, client packages, and workflows.Performance Monitoring & ReportingTrack and analyze e-commerce and fulfillment KPIs across all assigned accounts.Prepare regular internal and client-facing performance reports.Use data to recommend workflow improvements, platform optimizations, and fulfillment adjustments.Monitor client satisfaction, issue trends, and operational blockers to drive continuous improvement. 

Requirements:

Bachelor's degree in Business, Operations, E-Commerce, Marketing, Supply Chain, or related field.3–6 years of experience in e-commerce operations, fulfillment management, or related roles.Hands-on experience with Shopify, Shopee, and Lazada platforms is required.Strong background in order management, customer service coordination, and inventory processes.Experience managing client accounts or running client-facing projects.Fulfillment or logistics experience (in-house or 3PL) is highly preferred.Experience with live selling platforms (TikTok Shop, Facebook Live, etc.) is a strong plus.Excellent communication and relationship-management skills.Strong analytical, problem-solving, and workflow design abilities.Proficiency in Google Workspace and e-commerce tools; familiarity with warehouse or OMS software is a plus.Ability to thrive in a fast-paced, multi-client environment with high attention to detail.Ability to work independently in a remote work setting.

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