Shopify Operations Manager

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Eliminate inconsistencies across the site, including broken links, outdated promotions, and conflicting messaging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.

Requirements

Who You Are

You are a systems-driven operator who takes pride in getting the details right.

You think like an owner. You move quickly, solve problems independently, and take full responsibility for outcomes. You don’t wait for direction. You create clarity where others see complexity.

You have 2 to 5 years of experience managing Shopify store operations

You are highly detail-oriented and catch inconsistencies others miss

You are a strong written communicator who can simplify complex information

You have hands-on experience with order management, fulfillment, and customer service

You understand Shopify apps, backend systems, and troubleshooting workflows

You build systems, not just solutions

You thrive in a fast-moving, high-growth environment

You are comfortable working cross-functionally while maintaining ownership

You believe in excellence over easy. You take initiative. You close loops. You care deeply about doing things the right way.

Benefits

Why You’ll Love Working Here

At Hadley Designs, your work directly impacts families around the world.

You are not just managing operations. You are helping create a seamless experience that allows parents to feel confident, supported, and proud of their choices.

You will enjoy:

A remote-first environment that gives you flexibility and autonomy

The ability to manage your schedule with trust and accountability

Direct access to leadership and meaningful collaboration across teams

Opportunities to build systems, implement ideas, and drive real impact

Access to training, tools, and continuous learning

A decade-strong, family-founded brand with a clear mission and vision

Free access to products that are changing how children learn

Hadley Designs is a remote-first company built on trust, creativity, and autonomy. We’re a small but mighty team that believes in balancing excellence with flexibility.

Apply Today

Apply today and help us make learning fun, engaging, and screen-free for families everywhere.