Operations Manager / Back-End Manager | Ecommerce | Performance-Based Role

We are a 7-figure DTC e-commerce company in the fashion/lifestyle space, currently handling 150+ orders per day, scaling up to 500/day during peak season. We’re hiring a high-level Operations Manager who will take full ownership of our back-end operations — ensuring everything runs smoothly, efficiently, and at scale.

You’ll work directly with:
• Our Fulfillment Agent (handles sourcing and shipping)
• Our Customer Support Manager (leads the entire CS operation)
• Our Virtual Assistants (daily operational support)
• And report directly to management

We’ve made hiring mistakes in this position before. This time, we’re only looking for someone who:
• Thinks in systems, not tasks
• Thrives in a performance-driven environment
• Takes initiative and brings order to complexity

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Key Responsibilities

Customer Support Oversight
• Recruit, manage, and evaluate Customer Support staff
• Ensure all KPIs are met (response time, quality, refund rates)
• Approve or improve CS SOPs and team workflows

Supply Chain & Fulfillment
• Monitor daily orders, refunds, and fulfillment status
• Ensure no orders stay unfulfilled >8 days
• Review supplier timelines, stock inventory, and shipping quality
• Flag risky products and verify COGs vs. profit margins
• Cross-check invoices vs. refunds and actual charges

Disputes & Chargebacks
• Maintain high win rates in dispute cases
• Analyze root causes of failed disputes
• Develop and update SOPs to improve future outcomes

Team & System Management
• Monitor daily KPIs across all departments
• Track hours worked vs. output (including time tracker + screenshots)
• Lead weekly back-end ops meetings
• Terminate underperformers when needed
• Implement and maintain End-of-Day (EOD) reporting structure
• Continually improve SOPs, documentation, and workflows

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Compensation
• Base rate (hourly or fixed, depending on profile)
• Performance-based bonuses, tied to:
• Reducing COGs through supplier negotiation
• Increasing dispute win rate
• Lowering refund/dispute rates
• Consistently hitting team KPIs (fulfillment & CS)

We reward results — not time spent. The more value you create, the more you earn.

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What We’re Looking For
• You’ve led operational teams for e-commerce/DTC brands
• You have hands-on knowledge of Shopify, fulfillment, CS, disputes, and supply chain
• You’re a proactive operator, not a passive coordinator
• You think in systems, take ownership, and keep teams accountable
• You’re structured, analytical, and a clear communicator

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How to Apply

Please complete the strategic task linked below.
We only consider applicants who complete this task.

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