E-Commerce Operations Manager

Purpose and Objective

The E-Commerce Operations Manager is a newly elevated leadership role responsible for driving the operational excellence, project execution, and cross-functional coordination that power our digital business. This leader will oversee critical operational workflows, manage major cross-functional initiatives, and ensure our systems, processes, and partners are optimized to support a rapidly scaling future-focused omnichannel business.

This role blends project management discipline, operational rigor, and technical fluency with the polished professionalism expected in luxury retail. The E-Commerce Operations Manager will own operational KPIs, lead process improvement, manage vendor and IT coordination, and guide our E-Commerce Operations Coordinator while supporting our Customer Service Specialist through operational improvement projects.

This position is ideal for a resourceful, analytical operator who thrives in evolving environments and elevates execution across teams.

• Own daily e-commerce operational KPIs (order flow, returns, cancellations, fulfillment quality) while the Coordinator handles daily task execution.
• Identify root causes of operational issues and propose strategic solutions and process improvements
• Maintain and improve SOPs across all e-commerce networks—including Farfetch, internal e-commerce channels, and private sale; covering, but not limited to: order management, fulfillment workflows, returns, customer service processes, fraud and payment workflows, and system operations
• Monitor top-level 3PL and SLA performance; collaborate with warehouse partners to improve processes and efficiency
• Partner with Retail to forecast and procure e-commerce packaging needs based on sales volume and upcoming campaigns

• Serve as the project driver for all cross-functional initiatives assigned by the E-Commerce Director, ensuring timelines, follow-ups, documentation, and execution remain on track
• Lead coordination across IT, Logistics, Retail, Marketing, Creative, and Finance for e-commerce impacting projects
• Manage Jira boards, issue logs, and sprint documentation; ensure efficient communication between e-commerce, IT, and third-party vendors
• Assist in creating tech stack roadmaps and documentation for internal digital audits and for Tech Holding partners

• Maintain working knowledge of systems including Shopify Plus, Narvar, Global-e, No
  
  Fraud, Teamwork Commerce (OMS/DAM), Ship Station, Celigo, Klaviyo, Nosto, Gorgias and other related platforms
• Configure operational settings in Shopify Plus (apps, flows, rules, basic troubleshooting)
• Manage API connectivity at a functional level (understand data flows, identify issues, coordinate with IT or vendors for resolution)
• Support implementation and rollout of new systems and enhancements and integrations

• Manage and develop the E-Commerce Operations Coordinator, including performance reviews, coaching, and career development
• Provide dotted-line leadership and operational support to the Customer Service Specialist, ensuring CX is never blocked by operations
• Foster a collaborative, high-performance operational culture

• 6 - 8+ years of experience in e-commerce operations, digital operations, or e-commerce project management
• Experience supporting Shopify Plus operations and e-commerce system integrations
• Strong understanding of fulfillment operations, 3PL processes, and omnichannel concepts
• Ability to manage complex cross-functional projects end-to-end
• Analytical mindset with forecasting experience (packaging, operational needs, or sales-driven planning)
• Exceptional documentation,…