Shopify Dtc Operations Manager
Also known as: Shopify Operations Manager, Ecommerce Operations Lead, Customer Experience Operations Manager
The DTC Operations Manager owns the accuracy, performance, and customer experience of our Shopify store. This role ensures customers clearly understand what they are buying, when it will ship, and what to expect after purchase.
Core Responsibilities
Shopify Operations & Store Accuracy
- Own day-to-day Shopify store operations and customer experience
- Audit the site for broken links, outdated promotions, incorrect pricing, and conflicting messaging
- Ensure consistency across product pages, landing pages, collections, shipping details, split shipments, and pre-orders
- Support promotion setup and backend accuracy
Customer Experience
- Respond to customer inquiries via Shopify Inbox and social channels
- Process refunds, reships, cancellations, and order updates
- Triage support tickets and resolve issues based on urgency
- Identify recurring customer pain points and recommend improvements
- Ensure all customer communication is clear, accurate, and aligned with current messaging
Order Operations & Fulfillment
- Monitor order flow across Shopify, Base, and Amazon MCF
- Resolve failed orders, inventory issues, and fulfillment discrepancies
- Coordinate with fulfillment teams to ensure timely delivery
- Manage split shipments, pre-orders, out-of-stock items, and delayed packages
Systems, SOPs & Automation
- Build, document, and maintain SOPs for recurring workflows
- Identify inefficiencies and implement automations using tools like Shopify Flow
- Optimize customer service tools such as Gorgias
- Use AI tools to reduce manual work, improve accuracy, and streamline operations
Reporting, Compliance & Risk
- Deliver weekly Shopify performance reports
- Track key metrics including CAC, LTV, and funnel performance
- Identify trends, risks, and operational issues early
- Maintain compliance with ADA, privacy, tracking, disclosure, and platform requirements
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 don’t wait for direction. You create clarity where others see complexity.
- 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.
Why You’ll Love Working Here
At Hadley Designs, your work directly impacts families around the world.
You are not just managing operations. You are helping create a seamless experience that allows parents to feel confident, supported, and proud of their choices.
You will enjoy:
- 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
Hadley Designs is a remote-first company built on trust, creativity, and autonomy. We’re a small but mighty team that believes in balancing excellence with flexibility.
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