eCommerce Manager

Hiring type: Direct hire
Location: Washington, D.C. – 2-3 days in office
Pay range: $60,000 – 80,000 per year

We are seeking a high-performing, data-driven E-commerce Manager to lead and optimize the daily operations of our online shop. This pivotal role ensures seamless order fulfillment, top-tier customer service, accurate inventory management, and strong vendor coordination. The ideal candidate is a strategic executor — someone who thrives in the details but also brings ideas, insights, and energy to the table.

You’ll be responsible for overseeing the full customer journey from order placement to delivery, managing vendor and trade relationships, and supporting sales and marketing to drive revenue. You’ll also act as a key partner to the E-commerce Director, helping bring site strategies to life and supporting initiatives like our trade program, concierge experience, and Klaviyo lifecycle flows. This is a high-impact role ideal for someone who enjoys a blend of systems, service, and strategy — and who wants to grow with a fast-paced, mission-driven brand.

Responsibilities

• Oversee end-to-end daily e-commerce operations across Shopify and partner platforms.

• Ensure backend systems (Shopify, inventory tools, fulfillment platforms) are accurate and efficient.

• Troubleshoot and resolve fulfillment challenges in real time.

• Coordinate directly with dropship vendors, warehouses, and fulfillment partners to track orders and confirm lead times.

• Monitor and resolve shipping or product availability issues proactively.

• Support product and collection launches (upload assets, tag SKUs, set up bundles, manage merchandising).

• Manage day-to-day operations of the trade program, including onboarding, approvals, and client engagement.

• Partner with sales and concierge teams to support inbound leads, quotes, and high-intent client engagement.

• Maintain and improve customer service workflows, templates, and tools.

• Track and analyze customer service metrics (CSAT, NPS, response times).

• Build and maintain dashboards monitoring key KPIs (conversion rate, AOV, cart abandonment, repeat rate).

• Translate data into insights and communicate findings to leadership.

• Collaborate with marketing to implement and maintain Klaviyo flows and customer lifecycle campaigns.

• Act as a strategic partner to the E-commerce Director on UX, merchandising, and operational improvements.

• Manage and mentor the Shop Associate, delegating tasks and ensuring alignment with goals.

Requirements

• 3–5 years of hands-on e-commerce operations or management experience (Shopify required).

• Experience working directly with vendors and fulfillment partners.

• Strong knowledge of order management, logistics, inventory, and product setup.

• Proficiency in Shopify, Klaviyo (or similar), and customer service tools (e.g., Gorgias).

• Proven ability to lead and coach team members.

• Strong analytical skills with experience building dashboards and interpreting data.

• Excellent written and verbal communication.

• Extreme attention to detail and strong organizational skills.

• Comfortable working in a fast-paced, collaborative, and high-accountability environment.