Hadley Designs
Ecommerce Fulfillment & Operations Manager
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Ecommerce Fulfillment & Operations Manager
Ecommerce Fulfillment & 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 screen-free, hands-on learning experiences that turn everyday moments into meaningful growth.
But none of this works without an effortless, trustworthy customer experience: ✅ A seamless Shopify store ✅ Clear, error-free messaging ✅ Operationally smooth fulfillment
That’s where you come in.
About Hadley Designs
A family-founded, female-led brand redefining early education through creativity, beauty, and connection.
We believe learning should be engaging and screen-free. We don’t just sell products—we shape futures.
Our mission: To create hands-on learning tools that:
- Build confidence
- Spark curiosity
- Bring families closer together
Every product we design is rooted in purpose. Beautiful design = better learning. Every detail matters.
About the Role
Title: Ecommerce Fulfillment & Operations Manager (aka Shopify Operations Manager, Ecommerce Operations Lead, Customer Experience Operations Manager)
This role is the backbone of our direct-to-consumer experience. You’ll own Shopify store performance, accuracy, and clarity—ensuring customers feel informed, confident, and looked after before, during, and after their purchase.
Your mission: Eliminate friction. Create trust. Ensure every order, message, and interaction aligns with customer expectations.
Your Core Focus
- Take full ownership of Shopify store operations and customer experience
- Eliminate inconsistencies across the site (broken links, outdated promotions, conflicting messaging)
- Standardize shipping, split shipments, and pre-order communications across all touchpoints
- Build and document SOPs (Standard Operating Procedures) for all operational workflows
- Implement systems and automations to reduce manual work and customer confusion
Key Responsibilities
🔹 Customer Experience Management (Daily)
- Resolve customer inquiries via Shopify Inbox and social media channels
- Process refunds, reships, cancellations, and order updates efficiently
- Triage and resolve support tickets based on urgency
- Identify patterns in feedback and recommend data-driven improvements
- Ensure all communication is clear, accurate, and aligned with brand messaging
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🔹 Order Operations & Fulfillment (Daily)
- Monitor order flow across Shopify, Base, and Amazon MCF
- Resolve failed orders, inventory discrepancies, and missing stock
- Coordinate with fulfillment teams for timely shipping
- Manage split shipments, pre-orders, and out-of-stock paywall scenarios
- Track and resolve missing or delayed packages
🔹 Store Integrity & Accuracy (Weekly)
- Audit the website for broken links, incorrect pricing, and outdated promotions
- Ensure product pages, landing pages, and collections are consistent
- Validate shipping and pre-order messaging accuracy
- Support promotion setups and validate backend data
🔹 Systems, SOPs & Automation (Weekly)
- Build and maintain SOPs for recurring operations
- Identify inefficiencies and automate using Shopify Flow, Zapier, or similar tools
- Optimize customer service platforms (e.g., Gorgias) for efficiency
- Improve post-purchase experience and operational workflows
- Evaluate and implement scalable systems
🔹 Growth Operations & Reporting (Weekly)
- Deliver Shopify performance reports (e.g., order accuracy, CTOR, cart size)
- Track key metrics (CAT, CAC, LTV, funnel performance)
- Identify trends, anomalies, and risks early
- Ensure data-driven decision-making
🔹 Compliance & Risk Management (Weekly)
- Maintain compliance with ADA, privacy policies, and cookie tracking laws
- Review product pages, ad campaigns, and disclosures for risks
- Stay updated on platform policy changes (Shopify, Amazon, etc.)
🔹 AI & Automation Ownership (Ongoing)
- Convert repetitive tasks into automated workflows
- Use AI tools to enhance customer service efficiency
- Develop prompt libraries for scalable automation
- Continuously reduce manual workloads while maintaining precision
How Success Is Measured
✅ Reduction in support ticket rate (≤1 per 1,000 orders) ✅ Reduction in reshipment rate (≤1 per 1,000 orders) ✅ Zero compliance issues ✅ At least 1 new AI automation implemented weekly ✅ Zero reported instances of broken links, incorrect promotions, or misinformation
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Success looks like: ✔ A frictionless store—orders flow smoothly ✔ Customers feel confident—no surprises at checkout or shipping ✔ Problems are resolved before they escalate
Who You Are
You are a systems-first operator who delights in precision—turning chaos into clarity.
- Ownership mindset: Act with initiative, solve problems independently, and close loops
- 2–5 years of experience managing Shopify store operations
- Exceptional attention to detail—you catch inconsistencies others miss
- Strong written communicator—you simplify complex topics with clear messaging
- Hands-on expertise with order management, fulfillment, and customer service
- Deep understanding of Shopify integrations, backend systems, and troubleshooting
- Builder of systems, not just fixes—you see workflows through start to finish
- Thrives in a fast-paced, high-growth environment
- Comfortable collaborating cross-functionally while maintaining ownership
You believe in doing things the right way—because excellence matters.
Why You’ll Love Working Here
Your work directly impacts families worldwide—you’re not just managing ops, you’re shaping a seamless experience that gives parents: ✅ Confidence in their choices ✅ Trust in their learning tools ✅ Pride in choosing Hadley Designs
✨ Benefits included:
- Remote-first flexibility with trust and autonomy
- Schedule that works for you (ownership over time management)
- Direct access to leadership and cross-team collaboration
- Owner-level impact—build systems, drive change, see tangible results
- Unlimited training, tools, and continuous learning
- A mission-driven company with strong family values
- Free access to our learning products
Hadley Designs is a small, mighty team built on trust, creativity, and autonomy.
Apply Today Help us make learning fun, engaging, and screen-free for families everywhere. 🚀
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