The E-Commerce Operations Manager drives operational excellence and project execution, managing workflows, initiatives, and overseeing coordinators to improve e-commerce operations and customer service.
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.
Operational Leadership & Execution
- 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.
Project Management & Cross-Functional Coordination
- 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.
Technology & Systems Oversight
- Maintain working knowledge of systems including Shopify Plus, Narvar, Global-e, NoFraud, Teamwork Commerce (OMS/DAM), ShipStation, 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.
People Leadership
- 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.
Knowledge, Skills, and Ability Requirements
- 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, process mapping, and project communication skills
- High level of polish, professionalism, and discretion appropriate for luxury retail
- Resourceful, self-directed, and comfortable managing ambiguity
- Experience with luxury or premium retail brands
- Familiarity with Narvar, Global-e, NoFraud, Celigo, Nosto, Klaviyo, ShipStation, and Teamwork Commerce
- Experience supporting customer service teams or CX improvement initiatives with an operational lens
- Background supporting DAM, CRM, or clienteling system implementations
Preferred
Who We Are
Founded in 2014, AMIRI is a global luxury house based in Los Angeles. The brand’s intrinsic California spirit is deeply rooted in authenticity and creativity, with collections influenced by Hollywood and infused with West Coast skate and music culture.
The brand’s trajectory has followed a clear global strategy, with biannual shows at Paris Fashion Week, a robust international wholesale business, and a growing retail Flagship footprint. The brand's first stand-alone boutique opened on Rodeo Drive in 2020, and AMIRI has since expanded to twenty storefronts in key cities including New York, Miami, Las Vegas, Dallas, Chicago, Tokyo, and Dubai.
AMIRI’s culture and contemporary vision prioritizes quality, creativity, and innovation in every facet of the business. Founder and Creative Director Mike Amiri continues to safeguard and shape the artistic vision of the brand and design studio.
As the brand’s presence expands globally and is one of the fastest-growing businesses in the U.S. luxury fashion market, AMIRI is looking for visionary individuals with a creative and entrepreneurial mindset to join our team!
AMIRI Los Angeles, California, USA Office
810 Mateo St, Los Angeles, CA, United States
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