Manager, eCommerce Operations

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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 trends early.
  • 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 before they reach the site.
  • Own Recharge configuration: subscription setup, billing rules, skip/pause/cancel flows, and dunning settings. Monitor subscriber health daily 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 access hygiene, 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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