Ecommerce Operations & Customer Experience Manager – Full Time Role

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: TYPE OF WORK

Full Time

: WAGE / SALARY

1400

: HOURS PER WEEK

40

: DATE UPDATED

May 8, 2026

JOB OVERVIEW

About Us:

We are a 3 year old fast-growing ecommerce brand selling aftermarket automotive styling parts across the EU and US. We sell through Shopify and run a lean, performance-driven operation. We're looking for a sharp ops manager to own our day-to-day operations and customer experience function.

The Role:

You will be responsible for running daily operations, managing our CX staff, and making sure our customer experience is fast, consistent, and professional. You will also work closely with our supplier, acting as the operational bridge between fulfilment and the customer. You will report directly to the founder and be expected to work autonomously.
This is not a task-taker role. We want someone who identifies problems, builds processes, and fixes things without being asked.

What You'll Own

- Day-to-day management of our CX staff including performance, targets, and quality
- Overseeing Slack channels, making sure nothing gets missed and escalating when necessary
- Gorgias ticket oversight and SLA compliance
- SOP creation and maintenance for all repeatable processes
- Weekly reporting on CX metrics: refund rate, response time, resolution rate
- Refunds/Chargebacks and escalation handling
- Coordinating between CX data and product/operations decisions
- Working directly with our supplier to resolve fulfilment issues, product delays, stock discrepancies & product pricing
- Proactively managing order issues end-to-end so customers are kept informed and happy without needing founder involvement
- Using initiative to keep operations running smoothly when problems arise

Requirements:

- Minimum 2 years experience managing ecommerce operations with at least one direct report. Must be able to demonstrate measurable outcomes from previous roles.
- Must mention "cars" in reply to this job post
- Must be able to provide proof of past employment and references (non-negotiable)
- Hands-on experience with Shopify and Gorgias
- Strong written English

Nice to Have:

- Knowledge or interest of the automotive industry
- Exposure to automotive or technical product categories
- Experience liaising with overseas suppliers or manufacturers

Hours:

- Mon - Fri: 10AM-7PM (1 hour lunch break)
- Sat: 10AM-4PM (1 hour lunch break)

Hiring Process:

- CV and cover letter screening
- Reference check
- Short intro call
- Paid test task ($80) relevant to the role

Compensation:

- $1,400 - $1,800/month depending on experience. Long-term role with growth potential as the business scales.

To Apply:

Send your CV and a short cover letter explaining your experience managing ecommerce operations. Include the name of the store or brand you managed and your main responsibilities. Do not use AI in your response, applications who do not follow the instructions will not be considered.
References will be contacted before interview. Do not apply if you cannot provide at least two professional references from previous employers.

SKILL REQUIREMENT

Customer Support Management Ecommerce Shopify

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Ecommerce Operations & Customer Experience Manager – Full Time Role

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

WAGE / SALARY

HOURS PER WEEK

DATE UPDATED

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