Operations Manager Position Overview
We are looking for a highly organized, detail-oriented Operations Manager to oversee the day-to-day operational execution of our e-commerce business.
This role will serve as the primary bridge between our internal support team, 3PL fulfillment partner, Shopify operations, TikTok Shop operations, and management team. The Operations Manager will not necessarily execute every individual task themselves; however, they will be directly accountable for ensuring tasks are completed correctly, on time, and without operational errors.
A major requirement for this position is direct experience working with third-party logistics (3PL) companies such as ShipBob, Ryder, or comparable large-scale fulfillment providers. Candidates should understand receiving, WROs, inventory, fulfillment SLAs, picking and packing, shipping, order issues, and escalation processes.
This is a hands-on management position. We are looking for someone who proactively identifies problems before they become customer-facing issues rather than simply reacting after something goes wrong.
Key Responsibilities
1. 3PL & Fulfillment Management
Act as the primary operational point of contact between our company and our 3PL provider.
Responsibilities include:
- Communicate directly with our assigned 3PL account representative.
- Attend a weekly operational call with our 3PL representative.
- Review warehouse performance and outstanding issues daily.
- Monitor WROs and inbound inventory.
- Prioritize time-sensitive WROs with the warehouse.
- Confirm expected receiving and stow timelines.
- Monitor receiving progress and identify delays.
- Monitor daily picking and packing.
- Monitor daily order fulfillment and shipping.
- Identify orders or inventory that are falling outside expected SLAs.
- Escalate delays and fulfillment issues immediately.
- Push the 3PL for resolution when operational expectations are not being met.
- Investigate inventory discrepancies, fulfillment errors and shipping problems.
- Maintain visibility into outstanding operational issues until they are fully resolved.
- Identify recurring 3PL problems and recommend processes to prevent them from happening again.
Direct experience with ShipBob, Ryder, or a comparable 3PL is strongly preferred and considered one of the most important qualifications for this position.
2. Daily Operations Oversight
The Operations Manager will oversee the daily responsibilities of our internal operational/support team.
They will:
- Review the team's daily operational task list.
- Confirm required tasks are completed each day.
- Review work for accuracy rather than assuming completion means it was completed correctly.
- Identify mistakes and have them corrected immediately.
- Follow up on overdue tasks.
- Prioritize urgent operational issues.
- Respond to important operational emails.
- Escalate significant issues to management when necessary.
- Maintain a clear list of open issues and ensure each issue reaches resolution.
The Operations Manager may delegate execution to our existing team but remains accountable for the final accuracy and completion of operational work.
3. Shopify Product & Inventory Management
Oversee the setup and accuracy of every product being added to or maintained within Shopify.
Before a product or collection is considered complete, the Operations Manager must verify that all relevant information is accurate, including:
- Product name
- Product description
- Product type
- Collections
- Tags
- Variants
- Sizes
- Product weights
- SKUs
- Barcodes
- Pricing
- Inventory information
- Product imagery
- Fulfillment information
Information within Shopify must also be cross-checked against internal product records and 3PL information.
The Operations Manager is responsible for catching discrepancies before they result in inventory, fulfillment or customer-facing problems.
4. Product & 3PL Accuracy
Ensure that product information is consistent across the company's operational systems.
This includes confirming that:
Shopify ↔ 3PL ↔ Internal Product Records
all match.
Special attention should be given to:
- SKU
- Barcode
- Product name
- Variant
- Size
- Weight
- Inventory
- Fulfillment status
Any discrepancies must be investigated and corrected immediately.
5. Photoshoot & Athlete Orders
Oversee operational fulfillment for internal, athlete and photoshoot requirements.
Responsibilities include:
- Place photoshoot product orders.
- Place athlete product orders.
- Verify products, quantities, sizes and shipping information before submission.
- Prioritize time-sensitive orders when required.
- Coordinate with the 3PL when expedited handling is necessary.
- Confirm orders have actually entered fulfillment.
- Track orders through shipment.
- Resolve fulfillment problems before they impact shoots, events, athletes or launches.
6. Customer Support Oversight
Work directly with our internal customer support team to ensure customer service remains caught up and operating efficiently.
Responsibilities include:
- Check support volume and backlog daily.
- Ensure email support is caught up.
- Respond to questions and escalations from the support team.
- Help resolve fulfillment, inventory, refund, exchange and shipping issues.
- Identify recurring customer complaints.
- Communicate recurring fulfillment problems to the 3PL.
- Ensure operational problems are communicated internally so support has accurate information to provide customers.
- Recommend improvements to reduce support volume and improve customer experience.
The Operations Manager is not expected to personally answer every customer email. Their responsibility is to ensure the team has the information, processes and support necessary to resolve issues efficiently.
7. TikTok Shop Operations
Work alongside our TikTok Shop team member to ensure daily customer-facing responsibilities are being completed.
Oversee:
- Reviews
- Comments
- DMs
- Customer inquiries
- Refunds
- Exchanges
- Order issues
- Fulfillment issues
- Customer complaints
The Operations Manager should regularly review TikTok Shop operations and recommend ways to improve response times, customer satisfaction, operational efficiency and overall account health.
8. Process Improvement & Optimization
We do not want this role to simply maintain existing systems.
The Operations Manager should continuously identify opportunities to make the company more efficient.
This includes:
- Identifying repetitive operational problems.
- Creating SOPs where processes are unclear.
- Improving communication between departments.
- Reducing fulfillment mistakes.
- Reducing customer support tickets caused by operational issues.
- Improving 3PL accountability.
- Improving product setup and verification processes.
- Identifying unnecessary costs.
- Improving shipping and fulfillment efficiency.
- Creating additional quality-control procedures.
- Bringing new ideas, tools and processes to management.
We want someone who asks:
“How can we prevent this from happening again?”
rather than simply fixing the same problem repeatedly.
Required Qualifications
- Previous e-commerce operations experience.
- Direct experience working with a 3PL fulfillment company.
- Experience with ShipBob, Ryder, or a comparable major 3PL is strongly preferred.
- Strong understanding of warehouse receiving and fulfillment.
- Experience working with WROs/inbound inventory.
- Understanding of picking, packing, receiving, stowing and shipping processes.
- Shopify experience.
- Experience managing SKUs, barcodes, product weights, variants and inventory.
- Experience coordinating between warehouses and internal teams.
- Strong attention to detail.
- Strong written and verbal communication.
- Comfortable escalating issues and holding external partners accountable.
- Ability to manage multiple priorities simultaneously.
- Strong problem-solving skills.
- Ability to identify operational mistakes before they become larger problems.
Preferred Qualifications
Experience with:
- High-volume Shopify stores
- ShipBob
- Ryder
- TikTok Shop
- Apparel/e-commerce brands
- Customer support operations
- Inventory management
- International and domestic fulfillment
- Freight and inbound shipments
- Product launches/drops
- High-volume fulfillment periods such as Black Friday/Cyber Monday
Experience working with an e-commerce business processing thousands of orders per month is highly preferred.
What Success Looks Like
The Operations Manager should ultimately create a situation where ownership and senior management do not need to constantly check whether operational tasks were completed correctly.
Success means:
- WROs are monitored and received on time.
- Fulfillment delays are caught immediately.
- 3PL issues are escalated quickly.
- Products are correctly configured before launch.
- Shopify and 3PL data match.
- SKUs and barcodes are accurate.
- Athlete and photoshoot orders arrive on time.
- Customer support remains caught up.
- TikTok Shop customer operations remain caught up.
- Important operational emails receive prompt responses.
- Mistakes are caught before customers experience them.
- Recurring problems result in new processes or SOPs.
- Management has clear visibility into major operational issues without needing to micromanage them.
Ideal Candidate
The ideal candidate is extremely detail-oriented, proactive and comfortable taking ownership.
We are not looking for someone who waits to be told what to check. We want someone who sees a WRO falling behind, contacts the warehouse, escalates the issue, communicates internally, develops a solution and follows it through until it is resolved.
Similarly, if a product has an incorrect barcode, an order is stuck in fulfillment, customer support is falling behind, or the 3PL is missing its SLA, this person should identify the problem and take ownership of getting it resolved.
The goal of this position is simple: operational problems should reach the Operations Manager before they reach the customer.
Pay: $36,000.00 - $90,000.00 per year
Experience:
Work Location: Remote
