Ecommerce/Shopify Operations Manager

Ecommerce/Shopify Operations Manager
Paddleboards | Remote (Philippines-based preferred) | Part-Time or Full-Time

About
We are a premium paddleboard brand on a mission: get more people to save the ocean through paddleboarding.
Since reimagining our company in 2019, we’ve built a reputation for engineering excellence—designing the lightest, stiffest inflatable SUPs in their class. Our boards are named after iconic Australian beaches, with every component redesigned from scratch by our founder, an industrial engineer who never stops asking: “Can this be better?”
We’re a lean, mission-driven team generating $100k+ monthly revenue through our direct-to-consumer model. We value genuine human connection, technical precision, and quiet luxury over marketing hype. Our customers are Adventure Families who appreciate premium performance without ostentation.

The Role
We’re looking for an Ecommerce/Shopify Operations Manager to take ownership of the day-to-day operations of our Shopify store and ensure seamless execution across our ecommerce platform and customer support systems.
This is a hands-on operational role working directly with our Founder. You’ll be the person who ensures everything runs smoothly—from order management to customer enquiries to inventory coordination—so our team can focus on growth, product innovation, and our ocean mission.
This role can be part-time or full-time for the right person.

Your Mission
Keep ecommerce operations running flawlessly. Ensure every customer interaction reflects our premium brand standards and commitment to world-class service delivered by real, knowledgeable humans.

Core Responsibilities
Shopify Store Management
• Oversee all aspects of our Shopify store operations and maintenance
• Conduct regular quality control audits: broken links, pricing accuracy, product descriptions, image quality, UX/UI elements
• Coordinate with developers and designers for technical updates and improvements
• Manage product launches, updates, and seasonal campaigns
• Ensure website performance, speed, and mobile optimization
• Stay current with Shopify features, apps, and ecommerce best practices
Customer Support & Order Management
• Manage all customer enquiries related to orders, shipping, warranties, and product support via Gorgias
• Ensure response times and resolution quality meet our premium brand standards
• Handle order issues, tracking, fulfillment coordination, and post-purchase support
• Note: You will NOT manage sales enquiries—this role focuses on operations and post-purchase support

Email Marketing Coordination
• Work with Klaviyo to coordinate transactional emails and operational campaigns
• Ensure email flows (order confirmations, shipping updates, etc.) are functioning properly
• Collaborate with the team on promotional email execution and timing
Inventory & Operations Planning
• Use Google Sheets for inventory planning, forecasting, and tracking
• Monitor stock levels and coordinate with the team on reorder timing
• Identify operational bottlenecks and proactively solve issues before they escalate
Process & Project Management
• Maintain task organization and project tracking in ClickUp
• Ensure recurring operational tasks are completed on time
• Document and refine SOPs for operational workflows
• Coordinate cross-functionally via Slack with tea ---------- mbers and external partners
Reporting & Optimization
• Provide regular updates on operational performance, issues, and opportunities
• Identify process improvements to increase efficiency and customer satisfaction
• Suggest optimizations in tools, workflows, and customer experience

Tools You’ll Use Daily
• Shopify – Store management and ecommerce platform
• Gorgias – Customer support and enquiry management
• Klaviyo – Email marketing and automation
• ClickUp – Project and task management
• Google Sheets – Inventory planning and operational tracking
• Slack – Team communication

What We’re Looking For
Required Experience & Skills
• Minimum 5 years of experience in ecommerce operations, Shopify management, or similar roles
• Proven experience managing Shopify stores end-to-end
• Strong customer support background with attention to premium service standards
• Excellent organizational and execution skills
• Comfortable working with multiple platforms and learning new tools quickly
• Strong written and spoken English (essential for customer communication)
• Experience with quality control, process documentation, and operational workflows
Strongly Preferred
• Experience with Gorgias, Klaviyo, ClickUp, or similar platforms
• Background in premium or lifestyle ecommerce brands
• Data-savvy mindset: comfortable with spreadsheets, reports, and operational metrics
• Experience improving workflows and processes, not just following them
• Understanding of inventory management and fulfillment coordination
• Basic familiarity with Shopify Liquid, HTML, or CSS (helpful but not required)
Personal Traits That Matter
• Proactive problem-solver – You identify and resolve issues before they reach the Founder
• Detail-oriented – You catch inconsistencies and errors others miss
• Reliable and calm – You take ownership naturally and handle pressure well
• Systems thinker – You see how pieces connect and optimize accordingly
• Customer-focused – You understand that every interaction reflects our brand promise
• Self-directed – You don’t wait for instructions; you create clarity and take initiative

What This Role Is NOT
• Not a basic VA or administrative assistant role
• Not a sales or marketing position
• Not a “wait for instructions” job where everything is spelled out step by step
• Not suitable for someone who needs constant direction or only executes clearly defined micro-tasks
If you need hand-holding or aren’t comfortable taking ownership of ambiguous situations, this role will be frustrating for you.

Working Arrangements
• Location: Philippines-based preferred
• Schedule: Starting time 7:00 AM (Philippines time), 5 days per week
• Work Type: Remote, with regular communication via Slack and scheduled team calls
• Commitment: Part-time or full-time arrangements will be considered for the right candidate

Why Join
• Long-term, stable position with a growing, profitable brand
• Mission-driven work – contribute to ocean conservation through paddleboarding
• Direct collaboration with the Founder and small, talented team
• Autonomy and trust once you prove yourself
• Real impact – your work directly affects customer experience and business growth
• Premium brand culture – we value craftsmanship, precision, and genuine human connection
• Opportunity to grow into a senior operations role as we scale

How to Apply
Please send the following to demonstrate you’re the right fit:
1. Attention to detail check – Include the word “Sorrento” (one of our board models) somewhere at the very start of your application so we know you’ve read everything carefully
2. Brief introduction – Tell us about your ecommerce operations experience and why this role specifically interests you
3. Relevant experience – Describe a situation where you managed ecommerce operations or kept complex workflows on track. What was your role, and what did you actually do?
4. Problem-solving example – Share an example of when you dealt with unclear requirements or a messy operational situation. How did you bring structure and clarity?
5. Tools & platforms – List your experience level with Shopify, Gorgias, Klaviyo, ClickUp, and any other relevant ecommerce tools
6. Attention to detail check – Include the word “Sorrento” (one of our board models) somewhere at the very start of your application so we know you’ve read everything carefully
7. Availability & compensation – Share your availability (part-time or full-time preference) and desired monthly rate in PHP.

Our Commitment
We believe in real human connection—not automated systems. We’re looking for someone who shares our passion for excellence, takes pride in their work, and wants to be part of our ’Ohana (family) as we grow and get more people on the water to save our oceans.
If this sounds like you, we’d love to hear from you.