[Hiring] DTC Ecommerce Operations Lead @Hadley Designs

Role Description

This role is the backbone of our direct-to-consumer experience. You will own the performance, accuracy, and clarity of our Shopify store from end to end. Your mission is simple and powerful: ensure every customer fully understands what they are buying and when they will receive it before they complete their purchase.

Core Focus

• Take full ownership of Shopify store operations and customer experience
• Eliminate inconsistencies across the site, including broken links, outdated promotions, and conflicting messaging
• Standardize shipping, split shipment, and pre-order communication across all touchpoints
• Build and document SOPs for all operational workflows
• Implement systems and automations that reduce manual work and customer confusion

What You’ll Do

Customer Experience Management (Daily)

• Respond to customer inquiries via Shopify inbox and social channels
• Process refunds, reships, cancellations, and order updates
• Triage and resolve support tickets based on urgency
• Identify patterns in customer feedback and recommend improvements
• Ensure all communication is clear, accurate, and aligned with current messaging

Order Operations and Fulfillment (Daily)

• Monitor order flow across Shopify, Base, and Amazon MCF
• Resolve failed orders, inventory issues, and discrepancies
• Coordinate with fulfillment teams to ensure timely delivery
• Manage split shipments, pre-orders, and out-of-stock scenarios
• Track and resolve missing or delayed packages

Store Integrity and Accuracy (Weekly)

• Audit the website for broken links, incorrect pricing, and outdated promotions
• Ensure consistency across product pages, landing pages, and collections
• Validate all messaging related to shipping and pre-orders
• Support promotion setup and ensure backend accuracy

Systems, SOPs, and Automation (Weekly)

• Build and maintain SOPs for recurring workflows
• Identify inefficiencies and implement automation using tools like Shopify Flow
• Optimize customer service platforms such as Gorgias
• Improve post-purchase experience and operational workflows
• Support system cleanup and tool evaluation

Growth Operations and Reporting (Weekly)

• Deliver weekly Shopify performance reports
• Track key metrics such as CAC, LTV, and funnel performance
• Identify trends, anomalies, and risks early
• Ensure data accuracy for decision-making

Compliance and Risk Management (Weekly)

• Maintain compliance across ADA, privacy policies, and tracking regulations
• Review product pages and campaigns for compliance risks
• Ensure all required tools and disclosures are functioning properly
• Stay updated on platform policies and changes

AI and Automation Ownership (Ongoing)

• Identify repetitive tasks and convert them into automated workflows
• Use AI tools to improve efficiency in customer service and operations
• Build prompt libraries and scalable systems
• Continuously reduce manual workload while maintaining accuracy

How Success Is Measured

• Reduction in support ticket rate per 1000 orders
• Reduction in reshipment rate per 1000 orders
• Zero compliance issues
• At least one new AI automation implemented per week
• Zero reported issues with broken links, incorrect promotions, or inaccurate information

Who You Are

• You are a systems-driven operator who takes pride in getting the details right.
• You think like an owner. You move quickly, solve problems independently, and take full responsibility for outcomes.
• You have 2 to 5 years of experience managing Shopify store operations.
• You are highly detail-oriented and catch inconsistencies others miss.
• You are a strong written communicator who can simplify complex information.
• You have hands-on experience with order management, fulfillment, and customer service.
• You understand Shopify apps, backend systems, and troubleshooting workflows.
• You build systems, not just solutions.
• You thrive in a fast-moving, high-growth environment.
• You are comfortable working cross-functionally while maintaining ownership.
• You believe in excellence over easy. You take initiative. You close loops. You care deeply about doing things the right way.

Benefits

• A remote-first environment that gives you flexibility and autonomy
• The ability to manage your schedule with trust and accountability
• Direct access to leadership and meaningful collaboration across teams
• Opportunities to build systems, implement ideas, and drive real impact
• Access to training, tools, and continuous learning
• A decade-strong, family-founded brand with a clear mission and vision
• Free access to products that are changing how children learn

Apply Today

Apply today and help us make learning fun, engaging, and screen-free for families everywhere.