Scale Army Careers - E-commerce Operations Manager
Requirements
• 3+ years of experience in operations, ecommerce operations, customer experience operations, or support operations • Previous experience within a DTC or CPG ecommerce company strongly preferred • Experience working within fast-paced startup or high-growth environments • Experience managing operational workflows across customer service and fulfillment functions • Strong operational and systems-thinking abilities • Excellent communication and organizational skills • Ability to identify inefficiencies and proactively solve problems • Comfortable working independently and wearing multiple hats • Execution-focused with the ability to operate both strategically and tactically • Extremely detail-oriented and operationally minded • Highly proactive with a strong ownership mentality • Comfortable operating in a high-performance, fast-moving environment • What Success Looks Like • Improved operational efficiency across customer service and fulfillment workflows • Faster response and resolution times for customer issues • Strong coordination between support, fulfillment, and operational systems • Successful implementation of scalable operational processes and automation • Increased customer satisfaction and smoother operational execution • Ability to scale and lead operational infrastructure as the company grows • Opportunity • This is an exciting opportunity to join a rapidly growing ecommerce business at a pivotal stage of growth. The company is seeking a highly capable operator who can bring structure, ownership, and operational excellence across customer service and operational systems while helping build scalable infrastructure for long-term growth. • The ideal candidate will have the opportunity to make a significant impact within a fast-moving startup environment, work closely with leadership, and help shape the operational future of the business. • Application Process: • To be considered for this role these steps need to be followed: • Fill in the application form • Record a video showcasing your skill sets
Responsibilities
• Customer Service Operations • Execute the day-to-day customer service function across email, chat, and future support channels • Manage customer escalations and ensure a high-quality customer experience • Develop and improve customer support workflows, SOPs, and FAQs • Monitor support performance metrics and resolve operational bottlenecks • Build scalable customer support systems as the business continues growing • Support the hiring, onboarding, and management of future customer support team members • Fulfillment & 3PL Coordination • Serve as the operational bridge between customer support and fulfillment partners • Coordinate closely with 3PL and logistics providers to resolve shipping and operational issues • Improve workflows related to orders, fulfillment, subscriptions, returns, and customer communication • Maintain operational visibility across fulfillment processes and identify opportunities for improvement • Ensure smooth communication between operational systems, customer service, and fulfillment teams • Systems & Operational Tooling • Manage and optimize operational systems including Gorgias and Sticky.io (CRM) • Leverage AI to reduce headcount needs within the function through automation and workflow improvements • Improve operational efficiency through AI-enabled workflows and automation opportunities • Ensure operational systems and workflows remain organized, scalable, and efficient • Assist with reporting, dashboards, and operational visibility across departments • Support the implementation of additional support and communication infrastructure over time • Operational Leadership • Operate with strong ownership and accountability across the business • Proactively identify inefficiencies and implement solutions • Thrive in a fast-paced, high-performance startup environment • Maintain a highly detail-oriented and execution-focused approach to operations • Work closely with leadership to support operational scaling initiatives
Benefits
• Final compensation is set after evaluating experience and location. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Please enter your full legal name as it appears on official documents. • The email you provide must be the same one you use to send your video. • Please share your phone number with the country code (e.g., +27 for South Africa, +20 for Egypt, +52 for Mexico). If it works for both WhatsApp and calls, even better. • Boost your chances! Please submit your resume in English and PDF format; otherwise, it will not be considered. Make sure it includes all tools you’ve mastered and fields you’ve worked in. • English and PDF format; • tools • or drag and drop here • 1 year - 3 years • 4 years - 6 years • 7 years - 9 years • 10 years - 15+ years • No direct experience yet, but eager to learn • Basic experience supporting operational workflows and customer service processes • Intermediate experience managing day-to-day operational coordination and resolving workflow issues • Advanced experience optimizing operational systems, fulfillment coordination, and support processes in ecommerce environments • Expert-level experience leading scalable operational infrastructure and cross-functional ecommerce operations • Select all that apply • Managing customer support operations • Coordinating with fulfillment or logistics partners • Building or improving SOPs and operational workflows • Handling customer escalations and issue resolution • Monitoring operational KPIs and identifying bottlenecks • Supporting operational scaling initiatives in fast-paced environments • None of the above • Process improvement and operational efficiency • Cross-functional communication and coordination • Systems thinking and workflow organization • Problem-solving and proactive execution • Managing multiple priorities independently • Building scalable operational processes • None of the above • Describe a time when you identified an operational inefficiency and implemented a solution that improved customer experience, fulfillment, or internal operations. What was the impact? • How do you prioritize and manage operational responsibilities in a fast-moving environment where multiple workflows and teams depend on execution accuracy? • Briefly share the tools you use, key use cases, any experience with automation, and how AI has improved your efficiency or output. • Your provided rate will be shared with clients. Changing it later may disqualify you. The job description contains the role's budget. • Select the tools you are comfortable using to manage projects, assign tasks, or track progress. • Google Workspace (Chat & Meet) • Choose the CRM platforms you’re familiar with for managing contacts, tracking sales, and organizing customer data. • Select the tools you’ve used to design, create content, or run marketing campaigns. • ActiveCampaign/Brevo/Kalviyo/MailChimp • Adobe After Effects • Adobe Illustrator • Adobe Photoshop • Adobe Premiere Pro • Buffer / Hootsuite • Google Analytics (GA4) • Meta Ads Manager • Meta Business Suite (Facebook/Instagram Ads Manager) • Select the programming languages and frameworks you’re skilled in for building and enhancing web applications. • AWS / Azure / Google Cloud Platform (GCP) • Google Cloud Platform (GCP) • Python (Django / Flask)
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