About the job Ecommerce Operations & Customer Experience Manager
JOB DETAILS
Job Title: Ecommerce Operations & Customer Experience Manager (Shopify)
Location: Remote
Reports To: Founders
Work Shift: Flexible with Australian business hours overlap preferred
Working Hours: Full-Time preferred
Job Description
We are seeking a highly proactive Ecommerce Operations & Customer Experience Manager to take ownership of daily ecommerce operations, Shopify management, customer experience, and process improvement for a growing Shopify brand.
Obvious Tool Co. is a mid-7 figure ecommerce business operating with a lean team. As the company continues to scale, this role will help create structure, improve internal workflows, and take ownership of recurring operational responsibilities currently handled by the founders.
This role is responsible for managing Shopify backend operations, overseeing customer communication, coordinating order-related issues, improving systems, and ensuring the ecommerce business runs smoothly day to day.
The ideal candidate has experience working within successful Shopify brands and understands how ecommerce operations connect across customers, orders, fulfillment, inventory, and internal processes.
This is not a traditional customer service role or Shopify admin position. Success requires someone who can identify problems, create solutions, improve workflows, and operate independently in a fast-moving founder-led environment.
Key Responsibilities
Shopify & Ecommerce Operations
Manage daily Shopify backend operations
Maintain product information, collections, pricing, discounts, and store updates
Monitor orders and ensure ecommerce workflows operate smoothly
Monitor product sales performance and identify inventory trends, stock risks, or replenishment needs
Track inventory levels against sales velocity to help prevent stockouts or overstock situations
Monitor progress, timelines, and delivery status of inventory and raw material orders
Coordinate with internal teams and suppliers to maintain visibility across inventory availability
Support Shopify apps, integrations, and ecommerce tools
Identify website, checkout, or customer experience issues
Coordinate with external partners or developers when needed
Recommend improvements to ecommerce processes and workflows
Customer Experience Management
Manage customer inquiries across email and support channels
Respond to questions regarding products, orders, shipping, returns, and general concerns
Maintain a helpful and professional brand voice across customer interactions
Resolve customer issues while protecting the customer experience
Identify recurring customer problems and recommend improvements
Create and improve customer support processes, templates, FAQs, and SOPs
Order, Fulfillment & Operations Coordination
Monitor order processing and fulfillment workflows
Coordinate with warehouses, fulfillment partners, and logistics providers
Investigate shipping delays, fulfillment issues, and customer escalations
Maintain visibility across operational issues until resolution
Ensure customers receive timely updates when issues occur
Systems & Process Improvement
Build and document SOPs across ecommerce operations
Create repeatable workflows as the company scales
Improve internal organization and operational visibility
Identify manual tasks that can be streamlined or automated
Help establish processes suitable for a growing ecommerce team
Cross-Functional Support
Support founders with ecommerce-related projects
Assist across different areas of the business as priorities change
Take ownership of operational tasks without requiring constant direction
Provide recommendations based on previous ecommerce experience
Qualifications
Required
3+ years of ecommerce operations or ecommerce customer experience experience
Experience working with successful Shopify brands
Strong Shopify backend experience
Experience managing customer support for ecommerce businesses
Experience handling orders, shipping inquiries, returns, exchanges, and escalations
Experience coordinating with warehouses, 3PLs, or fulfillment partners
Experience improving workflows, creating SOPs, or building operational processes
Experience working in small, fast-growing founder-led businesses
Strong understanding of ecommerce operations from order placement through fulfillment
Excellent written English communication skills
Experience using ecommerce helpdesk platforms such as Gorgias, Zendesk, Reamaze, or similar
Experience monitoring ecommerce inventory levels, sales velocity, replenishment needs, or inventory coordination workflows
Strong attention to detail
Strong problem-solving skills and ability to think critically
Ability to work independently with minimal structure
Highly proactive with strong ownership mindset
Preferred
Experience helping Shopify brands scale through operational improvements
Experience with Shopify apps and ecommerce automation tools