Job Description
About the position
The eCommerce Operations Manager owns the day-to-day
administration of the tools and processes that power our DTC channel, including
fraud, returns, financing, loyalty, reviews, subscriptions, PIM/DAM, and access
management. This is an execution-focused, detail-oriented role requiring deep
platform expertise across a broad tool stack. You report to the Senior Director
of Global eCommerce and serve as the functional subject matter expert for every
platform in your scope.
- Responsibilities
- Own day-to-day relationships with platform vendors: open and track tickets, attend check-ins, and see issues through to resolution.
- Track renewal dates and contract terms; flag upcoming renewals with enough lead time for proper evaluation.
- Assess new features and upsell pitches; summarize the case for or against to the Sr. Director.
- Stay current on release notes, deprecations, and pricing changes, proactively bring anything relevant to the team.
- Test all platform changes, feature rollouts, and integration updates end to end before they go live.
- Maintain a living library of SOPs, configuration notes, and runbooks for every platform you own. Keep them updated when things change.
- Review fraud queues, flagged orders, and chargeback alerts daily. Adjust rules and thresholds as needed without creating customer friction.
- Own returns portal configuration; handle CS escalations and exceptions. Pull return rate data regularly by product, reason, and channel and flag trendsearly.
- Own checkout financing (BNPL) configuration and monitor completion rates for financed orders. Flag drop-offs quickly.
- Run day-to-day loyalty operations: point adjustments, tier rules, reward configurations, and data corrections.
- Manage the reviews platform: ensure post-purchase requests fire correctly, content displays properly, and moderation queues are current.
- Serve as the primary hands-on user of the PIM and DAM. Maintain data quality and asset organization; manage publishing workflows and catch errors beforethey reach the site.
- Own Recharge configuration: subscription setup, billing rules, skip/pause/cancel flows, and dunning settings. Monitor subscriber healthdaily for failed payments, churn, and billing errors.
- Maintain a regular reporting cadence across platforms, fraud rates, return rates, subscriber health, review volume, PIM completeness, and accesshygiene, and deliver it without being asked.
- Requirements
- 2–5 years of hands-on eCommerce operations experience, ideally at a DTC brand.
- Direct experience working inside several of the platforms listed above.
- Detail-oriented, proactive communicator who flags problems early with context.
- Comfortable pulling and reading your own data; strong documentation habits.
- Nice-to-haves
- Experience with Recharge, Okta, or a PIM/DAM (e.g., Salsify, Bynder).
- Familiarity with Shopify, BNPL providers (Affirm, Klarna), or fraud tools (Signifyd, NoFraud).
- Benefits
- Full benefits package; medical, dental, vision
- 401k plan
- Competitive PTO accrual as well as additional wellness days
- Hybrid work schedule
- Work environment that harbors a culture of collaboration and community
- Learning and development opportunities
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