Manager, eCommerce Operations
About the position
The eCommerce Operations Manager owns the day-to-day
administration of the tools and processes that power our DTC channel, including
fraud, returns, financing, loyalty, reviews, subscriptions, PIM/DAM, and access
management. This is an execution-focused, detail-oriented role requiring deep
platform expertise across a broad tool stack. You report to the Senior Director
of Global eCommerce and serve as the functional subject matter expert for every
platform in your scope.
Responsibilities
• Own day-to-day relationships with platform vendors: open and track tickets,
attend check-ins, and see issues through to resolution.
• Track renewal dates and contract terms; flag upcoming renewals with enough
lead time for proper evaluation.
• Assess new features and upsell pitches; summarize the case for or against to
the Sr. Director.
• Stay current on release notes, deprecations, and pricing changes, proactively
bring anything relevant to the team.
• Test all platform changes, feature rollouts, and integration updates end to
end before they go live.
• Maintain a living library of SOPs, configuration notes, and runbooks for
every platform you own. Keep them updated when things change.
• Review fraud queues, flagged orders, and chargeback alerts daily. Adjust
rules and thresholds as needed without creating customer friction.
• Own returns portal configuration; handle CS escalations and exceptions. Pull
return rate data regularly by product, reason, and channel and flag trends
early.
• Own checkout financing (BNPL) configuration and monitor completion rates for
financed orders. Flag drop-offs quickly.
• Run day-to-day loyalty operations: point adjustments, tier rules, reward
configurations, and data corrections.
• Manage the reviews platform: ensure post-purchase requests fire correctly,
content displays properly, and moderation queues are current.
• Serve as the primary hands-on user of the PIM and DAM. Maintain data quality
and asset organization; manage publishing workflows and catch errors before
they reach the site.
• Own Recharge configuration: subscription setup, billing rules,
skip/pause/cancel flows, and dunning settings. Monitor subscriber health
daily for failed payments, churn, and billing errors.
• Maintain a regular reporting cadence across platforms, fraud rates, return
rates, subscriber health, review volume, PIM completeness, and access
hygiene, and deliver it without being asked.
Requirements
• 2–5 years of hands-on eCommerce operations experience, ideally at a DTC
brand.
• Direct experience working inside several of the platforms listed above.
• Detail-oriented, proactive communicator who flags problems early with
context.
• Comfortable pulling and reading your own data; strong documentation habits.
Nice-to-haves
• Experience with Recharge, Okta, or a PIM/DAM (e.g., Salsify, Bynder).
• Familiarity with Shopify, BNPL providers (Affirm, Klarna), or fraud tools
(Signifyd, NoFraud).
Benefits
• Full benefits package; medical, dental, vision
• 401k plan
• Competitive PTO accrual as well as additional wellness days
• Hybrid work schedule
• Work environment that harbors a culture of collaboration and community
• Learning and development opportunities
Apply tot his job
Apply To this Job
The eCommerce Operations Manager owns the day-to-day
administration of the tools and processes that power our DTC channel, including
fraud, returns, financing, loyalty, reviews, subscriptions, PIM/DAM, and access
management. This is an execution-focused, detail-oriented role requiring deep
platform expertise across a broad tool stack. You report to the Senior Director
of Global eCommerce and serve as the functional subject matter expert for every
platform in your scope.
Responsibilities
• Own day-to-day relationships with platform vendors: open and track tickets,
attend check-ins, and see issues through to resolution.
• Track renewal dates and contract terms; flag upcoming renewals with enough
lead time for proper evaluation.
• Assess new features and upsell pitches; summarize the case for or against to
the Sr. Director.
• Stay current on release notes, deprecations, and pricing changes, proactively
bring anything relevant to the team.
• Test all platform changes, feature rollouts, and integration updates end to
end before they go live.
• Maintain a living library of SOPs, configuration notes, and runbooks for
every platform you own. Keep them updated when things change.
• Review fraud queues, flagged orders, and chargeback alerts daily. Adjust
rules and thresholds as needed without creating customer friction.
• Own returns portal configuration; handle CS escalations and exceptions. Pull
return rate data regularly by product, reason, and channel and flag trends
early.
• Own checkout financing (BNPL) configuration and monitor completion rates for
financed orders. Flag drop-offs quickly.
• Run day-to-day loyalty operations: point adjustments, tier rules, reward
configurations, and data corrections.
• Manage the reviews platform: ensure post-purchase requests fire correctly,
content displays properly, and moderation queues are current.
• Serve as the primary hands-on user of the PIM and DAM. Maintain data quality
and asset organization; manage publishing workflows and catch errors before
they reach the site.
• Own Recharge configuration: subscription setup, billing rules,
skip/pause/cancel flows, and dunning settings. Monitor subscriber health
daily for failed payments, churn, and billing errors.
• Maintain a regular reporting cadence across platforms, fraud rates, return
rates, subscriber health, review volume, PIM completeness, and access
hygiene, and deliver it without being asked.
Requirements
• 2–5 years of hands-on eCommerce operations experience, ideally at a DTC
brand.
• Direct experience working inside several of the platforms listed above.
• Detail-oriented, proactive communicator who flags problems early with
context.
• Comfortable pulling and reading your own data; strong documentation habits.
Nice-to-haves
• Experience with Recharge, Okta, or a PIM/DAM (e.g., Salsify, Bynder).
• Familiarity with Shopify, BNPL providers (Affirm, Klarna), or fraud tools
(Signifyd, NoFraud).
Benefits
• Full benefits package; medical, dental, vision
• 401k plan
• Competitive PTO accrual as well as additional wellness days
• Hybrid work schedule
• Work environment that harbors a culture of collaboration and community
• Learning and development opportunities
Apply tot his job
Apply To this Job