Senior Manager of Ecommerce Operations

Ready to build something that truly matters? Every parent wants clarity, confidence, and connection when it comes to their child’s learning. They want to feel proud of the choices they make and trust the tools they bring into their home. At Hadley Designs, we make that possible by creating products that turn everyday moments into meaningful learning experiences. But none of that works without a seamless, trustworthy customer experience. A store that runs flawlessly. Messaging that is clear. Operations that feel effortless to the customer. That’s where you come in. About Hadley Designs Hadley Designs is a family-founded, female-led brand redefining early education through creativity, beauty, and connection. We believe learning should be fun and engaging. We don’t just sell products, we shape futures. Our mission is to create screen-free, hands-on learning tools that build confidence, spark curiosity, and bring families closer together. Every product we design is rooted in purpose. Beautiful design creates better learning, and every detail matters. From the first click to the moment a child lights up with understanding, we are committed to delivering an experience families can trust. 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of Shopify store operations and customer experience Eliminate inconsistencies across the site, including broken links, outdated promotions, and conflicting messaging Standardize shipping, split shipment, and pre-order communication across all touchpoints Build and document SOPs for all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.