Customer Relations Lead

E-Commerce & Business Operations Manager About the Job Company Description

Lucky Honey is a New York-based fitness and lifestyle brand redefining the modern grip sock and studio-to-street experience. Founded in 2017, the brand combines fashion-forward design with performance functionality, offering elevated grip socks, active wear, and accessories designed for Pilates, barre, yoga, and everyday movement.

Lucky Honey operates across direct-to-consumer, wholesale, and private-label channels, with products carried in thousands of fitness studios and retailers nationwide. The brand has collaborated with leading names including Free People Movement, Solidcore, American Eagle, and Revolve.

Headquartered in Brooklyn, NY, Lucky Honey’s flagship brings the full brand experience under one roof with retail, fitness classes, corporate offices, and fulfillment operations. At its core, Lucky Honey is built around the intersection of movement, fashion, and community.

The E-Commerce & Business Operations Manager is a full-time, on-site role based in Brooklyn, NY. This role oversees key aspects of Lucky Honey’s day-to-day e-commerce operations and customer experience while helping improve the systems, processes, and workflows that support the company’s continued growth.

The E-Commerce & Business Operations Manager owns customer communication and order support across Shopify, Faire, and related platforms; oversees returns, exchanges, refunds, and order issues; and works cross-functionally with operations, marketing, and leadership to ensure a seamless customer experience.

The role also plays an important part in improving how the business operates. Responsibilities include developing SOPs, identifying opportunities for automation, tracking performance metrics, supporting team training, and helping execute wholesale, gifting, events, pop-ups, and other special projects.

• Manage customer service inquiries across email, website, social, and third-party platforms
• Own customer communication and order support through Shopify, Faire, and related platforms
• Oversee returns, exchanges, refunds, shipping issues, and other order-related resolutions
• Ensure timely, thoughtful, and brand-aligned communication across customer touchpoints
• Monitor customer feedback and identify opportunities to improve customer satisfaction and retention
• Identify recurring customer issues and work cross-functionally to address their underlying causes

• Support day-to-day business operations across e-commerce, customer experience, fulfillment, and other areas of the company
• Coordinate with the Warehouse Manager and fulfillment team to resolve order and shipping issues
• Support gifting, events, pop-ups, partnerships, and other special projects
• Work cross-functionally with operations, marketing, and leadership to coordinate priorities and execution
• Help manage new initiatives and evolving operational needs as the company grows
• Serve as a reliable point of ownership for projects that span multiple areas of the business

• Develop, document, and maintain standard operating procedures
• Identify inefficient or repetitive workflows and implement practical improvements
• Recommend and help implement tools, automations, and systems that improve efficiency and service quality
• Improve workflows related to customer service, order management, returns, and other e-commerce operations
• Help build scalable processes that support continued growth without compromising customer experience or accuracy

• Track and report on customer experience and operational metrics
• Monitor response times, resolution rates, customer satisfaction trends, and…