ECommerce Operations Manager

Description

Are you the person eCommerce brands rely on when operational challenges occur as they scale? You operate as an advisor to customers, partnering cross-functionally to translate goals into execution and drive scalability. You simplify workflows, leverage systems and data, and help customers scale across multiple eCommerce sales channels.

If you are ready for a role where you can directly impact how eCommerce brands scale, solving complex operational challenges across fulfillment, inventory, systems, and customer experience while owning outcomes and driving execution across teams, please keep reading.

Do you?

You thrive in complex eCommerce operations where you’re expected to step in, take ownership, and turn breakdowns into scalable solutions. You partner directly with customers and internal teams to find solutions, take actions quickly and drive outcomes operating proactively rather than reacting to tickets.

You enjoy embedding yourself in a customer’s business, understanding their goals, and aligning the execution of your team to support their growth. You know the importance of maintaining control and clarity in high-pressure situations, and you can align the right people to solve and deliver results.

You are energized by identifying patterns across operations, workflows, and performance metrics to uncover root causes. You collaborate cross-functionally to implement solutions that improve efficiency, strengthen execution, and drive measurable improvements for customers.

• Completes training on Ship Calm 3PO model, service offerings, and customer lifecycle stages.
• Demonstrates understanding of Calm Score™, Right Calm™, and key drivers impacting customer health (errors, delays, ticket volume, operational breakdowns).
• Attends and actively participates in L10 meetings, demonstrates an understanding of EOS structure (scorecard, rocks, issue list).
• Develops a clear understanding of each operational function (Warehouse, Digital Ops, Brand Ops, Account Support) and how they work together to support customer outcomes.

• Owns the full lifecycle management for assigned customer profiles.
• Develops and presents 2+ customer account improvement plans (red ? yellow or yellow ? green) to the Director of Brand Operations.
• Coordinates cross-functional efforts to resolve customer issues, ensures clear ownership, timelines, and next steps on 100% of tickets.
• Demonstrates strong judgment in escalation by engaging the right teams at the right times based on issue type and urgency.

• Leads resolution of complex issues using root cause analysis and cross-functional coordination.
• Brings structured problem solving into meetings. Presents difficult issues internally with prepared solutions or options, incorporating input when needed.
• Identifies breakdowns or inefficiencies across teams and implements at least 1 process improvement that enhances execution or reduces errors.

• Maintains 90% of customer portfolio in green status with consistent operational performance.
• Influences Customer decisions by presenting data-driven insights and operational recommendations.
• Demonstrates readiness to operate as a strategic partner.

• Schedule
  :
  This is a full-time position scheduled to work Monday-Friday, 7:30 AM - 4:00 PM EST
• Location
  :
  This position is located at 8377 E Camby Road #194, Plainfield, IN 46168. This is an onsite position that may become eligible 1-2 remote work days per week.
• Compensation
  : $28.00 - $35.00/hour, DOE
• Benefits
  :
  Medical, Dental, Vision, 401(k), Life, Accident, EAP, PTO, Holidays, Sick Time

At Ship Calm we operate with an “Almost Monday” mindset, bringing energy and intention to the work week. We believe you can’t have “no” in your heart. Challenges are expected in a growing, complex operation, and resilience is a key part of our success. Speed matters here but only when aligned with…