eCommerce Operations Manager

We are seeking a highly organized and detail-oriented Ecommerce Operations Manager to oversee the daily operations of our ecommerce company. This role is responsible for ensuring smooth order processing, inventory management, logistics coordination, and overall ecommerce system performance. The ideal candidate will have a strong understanding of ecommerce platforms, supply chain processes, and customer service operations. You should be able to take complete ownership of the operations process.

Key Responsibilities:

Order & Fulfillment Operations -

• Manage end-to-end order processing workflows, including payment verification, packing, shipping, and returns.
• Collaborate with warehouse and logistics partners to ensure timely and accurate delivery.
• Monitor SLAs and optimize fulfillment speed and accuracy.

Inventory Management-

• Maintain optimal inventory levels across platforms and warehouses.
• Forecast demand and work with procurement to replenish stock.
• Minimize out-of-stock and overstock issues through data-driven decisions.

Platform & Systems Management -

• Oversee ecommerce platforms (e.g., Shopify, WooCommerce, Magento, etc.) for product listing accuracy, pricing, and promotions.
• Coordinate with tech teams to ensure platform stability, speed, and performance.
• Manage third-party integrations (ERP, WMS, shipping APIs, etc.).
• Customer Service Operations - Develop and enforce customer service SOPs to ensure high satisfaction and quick resolution of issues.
• Monitor tickets, chats, and reviews to identify common pain points.
• Support the team in handling escalations and high-priority queries.

Performance Monitoring & Reporting -

• Track key metrics: order volume, returns rate, fulfillment time, customer satisfaction scores, etc.
• Prepare weekly/monthly performance reports and suggest improvements.
• Run audits on operational workflows for efficiency and cost savings.

Team & Cross-Functional Collaboration -

• Manage and support ecommerce operations staff, including customer service, logistics coordinators, and inventory personnel.
• Collaborate with marketing, IT, and finance to align ecommerce goals with business objectives.