E-commerce, Logistics & Customer Service Manager

Catface is a You Tube entertainment company, home to a family of channels with over 25+ million combined
subscribers and an average of 300 million views per month. Our goal is to entertain our audience with fun, light
hearted narratives and entertaining content for general audiences. A vital component of our business is creating
multiple unique stories every week in order to keep our audience engaged.

Visit our You Tube Channels:
Aphmau Gaming
Aphmau Shuki
Aphmau Fantasy

Visit our websites:
Aphmau Store
Catface Website

Millions of people watch Aphmau's stories every week, and when they decide they want the plush, the hoodie,
or the collectible, everything that happens next belongs to this department. The store, the marketplace listings,
the freight, the inventory position, the launch that either goes smoothly or doesn't, and the person emailing
about an order that arrived damaged.

You'll lead two direct reports and own the commercial and operational performance of e-commerce, logistics,
and customer service.

• Lead annual and seasonal commerce planning, performance standards, and systems planning.
• Own the consolidated monthly sales forecast, inventory and purchasing recommendations, and revenue,margin, and inventory risk analysis.
• Lead monthly buying and inventory discussions and recommend or approve initial buys, reorders, transfers, and markdown actions within your authority.
• Support the annual event and promotional calendar, with direct involvement in four major events a year.

• Manage workload prioritization, one-on-ones, coaching, performance management, hiring, onboarding, and capacity assessment.
• Recommend an e-commerce, Amazon, logistics, import, and customer service strategy and policy.
• Build the delegation that lets the department scale, and hold the line on what stays with you.

• Provide strategic oversight of roughly 25-50 active shipments and get directly involved in three to eight that are high-risk, delayed, expedited, or financially significant.
• Oversee approximately 75 - 150 active SKU families across channels and lead the highest-value launches, promotions, and marketplace issues.
• Support monthly customer contacts, engage directly in major escalations, and approve high-value refunds,replacements, and accommodations.
• Manage freight forwarder, customs broker, carrier, warehouse, and platform provider relationships and performance.

• Sponsor two major process or system improvements per year.
• Own department dashboards, performance standards, and escalation frameworks.
• Coordinate with Merchandise, Production, Marketing, and Warehouse partners and communicate material risks to executive leadership.

A representative split of your time: 30-35% strategy and department leadership, 20-25% team management
and development, 15-20% forecasting and commercial planning, 10-15% cross-functional and partner
management, and 15-20% direct day-to-day operations.
Peaks are real here. A major launches or events will pull you into the operation for a few weeks. Success looks
like department performance and forecast reliability you can stand behind, healthy inventory, customer
experience and logistics metrics moving the right way, channel growth, launches and events that execute
cleanly, a team that is visibly developing, and major risks managed.

You'll report to the Head of Merchandise and executive leadership, with two direct reports. You should stay
involved in high-impact decisions, escalations, risk management, and selected critical deliverables.
You should not routinely own daily customer service queues, shipment tracker maintenance, standard product
page creation, routine Amazon listing entry, or detailed forecasting for every low-value SKU. You'll partner
closely with Merchandise Design, Merchandise Production, Marketing, and Warehouse.

• 6+ years of e-commerce, marketplace, supply chain, or direct-to-consumer operations experience, including 2+ years of people leadership.
• Demonstrated ownership of sales and inventory forecasting and buying or open-to-buy recommendations.
• Hands-on experience with Shopify or comparable DTC platforms and Amazon Seller or Vendor Central, including FBA and account health.
• Working knowledge of international freight, customs, and import documentation.
• Experience setting customer service policies and managing escalations in a consumer brand…