Note: The job is a remote job and is open to candidates in USA. Hadley Designs is a family-founded, female-led brand redefining early education through creativity, beauty, and connection. The Ecommerce Fulfillment & Operations Manager will take full ownership of the Shopify store operations and customer experience, ensuring clarity and accuracy in customer communications and order fulfillment.
Responsibilities
- Take full ownership of Shopify store operations and customer experience
- Eliminate inconsistencies across the site, including broken links, outdated promotions, and conflicting messaging
- Standardize shipping, split shipment, and pre-order communication across all touchpoints
- Build and document SOPs for all operational workflows
- Implement systems and automations that reduce manual work and customer confusion
- Respond to customer inquiries via Shopify inbox and social channels
- Process refunds, reships, cancellations, and order updates
- Triage and resolve support tickets based on urgency
- Identify patterns in customer feedback and recommend improvements
- Ensure all communication is clear, accurate, and aligned with current messaging
- Monitor order flow across Shopify, Base, and Amazon MCF
- Resolve failed orders, inventory issues, and discrepancies
- Coordinate with fulfillment teams to ensure timely delivery
- Manage split shipments, pre-orders, and out-of-stock scenarios
- Track and resolve missing or delayed packages
- Audit the website for broken links, incorrect pricing, and outdated promotions
- Ensure consistency across product pages, landing pages, and collections
- Validate all messaging related to shipping and pre-orders
- Support promotion setup and ensure backend accuracy
- Build and maintain SOPs for recurring workflows
- Identify inefficiencies and implement automation using tools like Shopify Flow
- Optimize customer service platforms such as Gorgias
- Improve post-purchase experience and operational workflows
- Support system cleanup and tool evaluation
- Deliver weekly Shopify performance reports
- Track key metrics such as CAC, LTV, and funnel performance
- Identify trends, anomalies, and risks early
- Ensure data accuracy for decision-making
- Maintain compliance across ADA, privacy policies, and tracking regulations
- Review product pages and campaigns for compliance risks
- Ensure all required tools and disclosures are functioning properly
- Stay updated on platform policies and changes
- Identify repetitive tasks and convert them into automated workflows
- Use AI tools to improve efficiency in customer service and operations
- Build prompt libraries and scalable systems
- Continuously reduce manual workload while maintaining accuracy
Skills
- 2 to 5 years of experience managing Shopify store operations
- Highly detail-oriented and catch inconsistencies others miss
- Strong written communicator who can simplify complex information
- Hands-on experience with order management, fulfillment, and customer service
- Understand Shopify apps, backend systems, and troubleshooting workflows
- Build systems, not just solutions
- Thrive in a fast-moving, high-growth environment
- Comfortable working cross-functionally while maintaining ownership
Benefits
- 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
Company Overview
Hadley Designs is an online store that sells wedding invitations cards, banners, bathroom signs, living room signs, menus, and accessories. It was founded in 2014, and is headquartered in Dallas, Texas, USA, with a workforce of 2-10 employees. Its website is https://www.hadleydesigns.com.