[Remote] Ecommerce Fulfillment & Operations Manager

Note: The job is a remote job and is open to candidates in USA. Hadley Designs is a family-founded, female-led brand redefining early education through creativity, beauty, and connection. The Ecommerce Fulfillment & Operations Manager will take full ownership of the Shopify store operations and customer experience, ensuring clarity and accuracy in customer communications and order fulfillment.ResponsibilitiesTake full ownership of Shopify store operations and customer experienceEliminate inconsistencies across the site, including broken links, outdated promotions, and conflicting messagingStandardize shipping, split shipment, and pre-order communication across all touchpointsBuild and document SOPs for all operational workflowsImplement systems and automations that reduce manual work and customer confusionRespond to customer inquiries via Shopify inbox and social channelsProcess refunds, reships, cancellations, and order updatesTriage and resolve support tickets based on urgencyIdentify patterns in customer feedback and recommend improvementsEnsure all communication is clear, accurate, and aligned with current messagingMonitor order flow across Shopify, Base, and Amazon MCFResolve failed orders, inventory issues, and discrepanciesCoordinate with fulfillment teams to ensure timely deliveryManage split shipments, pre-orders, and out-of-stock scenariosTrack and resolve missing or delayed packagesAudit the website for broken links, incorrect pricing, and outdated promotionsEnsure consistency across product pages, landing pages, and collectionsValidate all messaging related to shipping and pre-ordersSupport promotion setup and ensure backend accuracyBuild and maintain SOPs for recurring workflowsIdentify inefficiencies and implement automation using tools like Shopify FlowOptimize customer service platforms such as GorgiasImprove post-purchase experience and operational workflowsSupport system cleanup and tool evaluationDeliver weekly Shopify performance reportsTrack key metrics such as CAC, LTV, and funnel performanceIdentify trends, anomalies, and risks earlyEnsure data accuracy for decision-makingMaintain compliance across ADA, privacy policies, and tracking regulationsReview product pages and campaigns for compliance risksEnsure all required tools and disclosures are functioning properlyStay updated on platform policies and changesIdentify repetitive tasks and convert them into automated workflowsUse AI tools to improve efficiency in customer service and operationsBuild prompt libraries and scalable systemsContinuously reduce manual workload while maintaining accuracySkills2 to 5 years of experience managing Shopify store operationsHighly detail-oriented and catch inconsistencies others missStrong written communicator who can simplify complex informationHands-on experience with order management, fulfillment, and customer serviceUnderstand Shopify apps, backend systems, and troubleshooting workflowsBuild systems, not just solutionsThrive in a fast-moving, high-growth environmentComfortable working cross-functionally while maintaining ownershipBenefitsA remote-first environment that gives you flexibility and autonomyThe ability to manage your schedule with trust and accountabilityDirect access to leadership and meaningful collaboration across teamsOpportunities to build systems, implement ideas, and drive real impactAccess to training, tools, and continuous learningA decade-strong, family-founded brand with a clear mission and visionFree access to products that are changing how children learnCompany OverviewHadley Designs is an online store that sells wedding invitations cards, banners, bathroom signs, living room signs, menus, and accessories. It was founded in 2014, and is headquartered in Dallas, Texas, USA, with a workforce of 2-10 employees. Its website is https://www.hadleydesigns.com.