Shopify Dtc Operations Manager

Who You AreYou 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 operationsYou are highly detail-oriented and catch inconsistencies others missYou are a strong written communicator who can simplify complex informationYou have hands-on experience with order management, fulfillment, and customer serviceYou understand Shopify apps, backend systems, and troubleshooting workflowsYou build systems, not just solutionsYou thrive in a fast-moving, high-growth environmentYou are comfortable working cross-functionally while maintaining ownershipYou believe in excellence over easy. You take initiative. You close loops. You care deeply about doing things the right way. Also known as: Shopify Operations Manager, Ecommerce Operations Lead, Customer Experience Operations ManagerThe 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 ResponsibilitiesShopify Operations & Store AccuracyOwn day-to-day Shopify store operations and customer experienceAudit the site for broken links, outdated promotions, incorrect pricing, and conflicting messagingEnsure consistency across product pages, landing pages, collections, shipping details, split shipments, and pre-ordersSupport promotion setup and backend accuracyCustomer ExperienceRespond to customer inquiries via Shopify Inbox and social channelsProcess refunds, reships, cancellations, and order updatesTriage support tickets and resolve issues based on urgencyIdentify recurring customer pain points and recommend improvementsEnsure all customer communication is clear, accurate, and aligned with current messagingOrder Operations & FulfillmentMonitor order flow across Shopify, Base, and Amazon MCFResolve failed orders, inventory issues, and fulfillment discrepanciesCoordinate with fulfillment teams to ensure timely deliveryManage split shipments, pre-orders, out-of-stock items, and delayed packagesSystems, SOPs & AutomationBuild, document, and maintain SOPs for recurring workflowsIdentify inefficiencies and implement automations using tools like Shopify FlowOptimize customer service tools such as GorgiasUse AI tools to reduce manual work, improve accuracy, and streamline operationsReporting, Compliance & RiskDeliver weekly Shopify performance reportsTrack key metrics including CAC, LTV, and funnel performanceIdentify trends, risks, and operational issues earlyMaintain compliance with ADA, privacy, tracking, disclosure, and platform requirements About Hadley Designs Hadley Designs is a family-founded, female-led brand redefining early education through creativity, beauty, and connection. We believe learning should be fun and engaging. We don’t just sell products, we shape futures. Our mission is to create screen-free, hands-on learning tools that build confidence, spark curiosity, and bring families closer together. Every product we design is rooted in purpose. Beautiful design creates better learning, and every detail matters. From the first click to the moment a child lights up with understanding, we are committed to delivering an experience families can trust. Why You’ll Love Working HereAt 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 accountabilityDirect access to leadership and meaningful collaboration across teamsOpportunities to build systems, implement ideas, and drive real impactAccess to training, tools, and continuous learningA decade-strong, family-founded brand with a clear mission and visionFree access to products that are changing how children learnHadley 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.