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?

TAKE OWNERSHIP AND ACTIVELY ENGAGE WITH FRONTLINE EXECUTION? 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.

OPERATE AS AN EMBEDDED PARTNER, SHOWING COMPOSURE UNDER PRESSURE? 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.

SOLVE PROBLEMS AT THE ROOT WITH SPEED AND ACCURACY? 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.

ESSENTIAL DUTIES MAY INCLUDE:

Within the first 30 days:

• Completes training on ShipCalm 3PO model, service offerings, and customer lifecycle stages.
• Demonstrates understanding of CalmScore™, RightCalm™, 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.

3 months and ongoing:

• 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.

6 months and ongoing:

• 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.

9-12 months and ongoing:

• 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.
  

COMPANY BENEFITS & COMPENSATION INCLUDE:

• Schedule: This is a full-time position scheduled to work Monday-Friday, 7:30 AM - 4:00 PM PST
• Location: This position is located at  7860 Paramount Blvd, Pico Rivera, CA 90660. This is an onsite position that may become eligible for 1-2 remote work days per week.
• Compensation: $80,000 - $110,000/annual, DOE
• Benefits: Medical, Dental, Vision, 401(k), Life, Accident, EAP, PTO, Holidays, Sick Time

WHO WE ARE:

At ShipCalm 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 accuracy. At ShipCalm, humanity is a daily practice, where we create a place of respect and enjoy a family feel. Leaders are trusted, problems are faced head-on, and calm, disciplined execution of work allows both people and the business to deliver on promises, consistently.

Requirements

EDUCATION, SKILLS & EXPERIENCE:

• 4+ years of experience in Customer Operations, Brand Operations, Business Operations, eCommerce Operations, Marketplace Operations, Customer Success, Supply Chain, or Operational Excellence required.
• Experience supporting high-growth eCommerce brands is strongly preferred.
• Bachelor’s degree or coursework in Supply Chain Management, Logistics, Business, or related field, preferred
• Proven understanding of logistics, fulfillment, or supply chain operations strongly preferred
• Ability to manage external client relationships while coordinating internally across cross functional teams, required
• Proficiency with dashboards, KPIs, and operational reporting to inform decisions and drive improvements strongly preferred
• Demonstrated success leading cross-functional initiatives or projects with measurable results strongly preferred
• Proficiency with WMS/OMS systems, EDI, Shopify, ERP, and eCommerce tools preferred
• Clear, empathetic communicator across Slack, email, Zoom, and in-person with the ability to simplify complexity, guide tough conversations, and align stakeholders, required
  

ShipCalm participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. See more details https://www.e-verify.gov/.