Scale Army Careers - Ecommerce Operations Manager
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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. • This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone. • Our client is a rapidly growing direct-to-consumer (DTC) ecommerce company operating across multiple consumer packaged goods (CPG) brands within the wellness space. The business manages a fast-moving operational environment spanning customer experience, fulfillment, marketing, backend systems, and operational infrastructure, and is seeking a highly detail-oriented operator to help streamline and scale the organization. • Location • Fully Remote | 9 AM - 5 PM EST
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