DTC Operations Manager

About the Role

DTC Operations Manager
Also known as: Shopify Operations Manager | Ecommerce Operations Lead | Customer Experience Operations Manager

This role is the backbone of our direct-to-consumer experience. You will own the performance, accuracy, and clarity of our Shopify store from end to end.

Your mission is simple and powerful. Ensure every customer fully understands what they are buying and when they will receive it before they complete their purchase.

Your Core Focus

• Take full ownership of Shopify store operations and customer experience
• Eliminate inconsistencies across the site, including broken links, outdated promotions, and conflicting messaging
• Standardize shipping, split shipment, and pre-order communication across all touchpoints
• Build and document SOPs for all operational workflows
• Implement systems and automations that reduce manual work and customer confusion

What You’ll Do

Customer Experience Management (Daily)

• Respond to customer inquiries via Shopify inbox and social channels
• Process refunds, reships, cancellations, and order updates
• Triage and resolve support tickets based on urgency
• Identify patterns in customer feedback and recommend improvements
• Ensure all communication is clear, accurate, and aligned with current messaging

Order Operations and Fulfillment (Daily)

• Monitor order flow across Shopify, Base, and Amazon MCF
• Resolve failed orders, inventory issues, and discrepancies
• Coordinate with fulfillment teams to ensure timely delivery
• Manage split shipments, pre-orders, and out-of-stock scenarios
• Track and resolve missing or delayed packages

Store Integrity and Accuracy (Weekly)

• Audit the website for broken links, incorrect pricing, and outdated promotions
• Ensure consistency across product pages, landing pages, and collections
• Validate all messaging related to shipping and pre-orders
• Support promotion setup and ensure backend accuracy

Systems, SOPs, and Automation (Weekly)

• Build and maintain SOPs for recurring workflows
• Identify inefficiencies and implement automation using tools like Shopify Flow
• Optimize customer service platforms such as Gorgias
• Improve post-purchase experience and operational workflows
• Support system cleanup and tool evaluation

Growth Operations and Reporting (Weekly)

• Deliver weekly Shopify performance reports
• Track key metrics such as CAC, LTV, and funnel performance
• Identify trends, anomalies, and risks early
• Ensure data accuracy for decision-making

Compliance and Risk Management (Weekly)

• Maintain compliance across ADA, privacy policies, and tracking regulations
• Review product pages and campaigns for compliance risks
• Ensure all required tools and disclosures are functioning properly
• Stay updated on platform policies and changes

AI and Automation Ownership (Ongoing)

• Identify repetitive tasks and convert them into automated workflows
• Use AI tools to improve efficiency in customer service and operations
• Build prompt libraries and scalable systems
• Continuously reduce manual workload while maintaining accuracy

How Success Is Measured

• Reduction in support ticket rate per 1000 orders
• Reduction in reshipment rate per 1000 orders
• Zero compliance issues
• At least one new AI automation implemented per week
• Zero reported issues with broken links, incorrect promotions, or inaccurate information

Success looks like a store that runs without chaos. Orders flow cleanly. Customers feel confident. Problems are solved before they scale.