Operations Manager — Ecommerce & Property (Hands-On Role)

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TYPE OF WORK

Full Time

SALARY

110,000–140,000/month ($1,900–2,400)

HOURS PER WEEK

40

DATE UPDATED

Aug 7, 2026

JOB OVERVIEW

About us

We run four businesses under one roof: a premium home décor e-commerce brand (25+ years in business, our own Florida warehouse, featured in Architectural Digest and Elle Decor), a wholesale trade division, and three self-storage and warehouse properties in Florida.

We're a small team. The owners are currently the escalation point for everything, and we're hiring you so that stops being true.

Read this part carefully

This is a working role, not a pure management role.

About half your week is overseeing a small team. The other half is doing real work yourself — the kind that takes judgment and can't be handed to a rep: chargebacks, freight paperwork, carrier claims, marketplace issues, escalations.

If you're looking for a role where you only manage and delegate, this isn't it. We want someone who's good at both and doesn't consider hands-on work beneath them.

What you'll do
The team (about half your time)
Oversee a small remote team of customer service and operations reps across e-commerce and our storage properties
Define what good performance looks like — you'll help build our KPIs, not just report on them
Track performance weekly: productivity, active hours, response times, ticket volume, resolution rates, occupancy and delinquency on the properties
Address problems the same week you see them, not the next month
Run daily check-ins and weekly one-on-ones
Own scheduling and coverage, including who covers when someone is out
Onboard and train new hires against our written procedures
Cross-train the team so no task has only one person who can do it
Run quality reviews on customer emails, chats, and calls, and coach on what you find
Document performance problems in writing, on time, following our process
Interview candidates when we're hiring
Recommend when someone isn't working out — the final call is ours, but we'll rely on your read
Building how we work
Design workflows for work that currently has none
Keep our written procedures current. When something changes, the document changes
Find recurring problems and fix the cause, not the symptom
Look for what's falling through the cracks and close the gap before we notice it
Hands-on work (about half your time)
Chargebacks and payment disputes — filing, evidence, follow-through
BOLs and freight paperwork, inbound and outbound
Carrier claims and delivery failures — the ones a rep can't resolve
Vendor and contractor invoice review — verifying what we're billed matches what was delivered
Amazon and marketplace issues that need real problem solving
Customer escalations the team can't close
Whatever else needs a brain rather than a script
Reporting
Weekly report to ownership: what moved, what didn't, what needs a decision from us
Bring us decisions, not status updates
What we're looking for

Required

2+ years managing or supervising people, with real responsibility for their performance
You've had the hard conversation. You've told someone their work wasn't good enough and documented it
Comfortable with numbers — you can read a report, spot what's wrong, and act
E-commerce operations experience (Shopify or similar)
Strong written and spoken English. You'll be on calls with US vendors, carriers, and sometimes customers
You finish things. If you start something you close it, or you tell us why it didn't close
Willing to work with time-tracking software — and to manage a team that uses it
Works US Eastern hours, Monday–Friday
No other job or client commitments

Strongly preferred

Chargeback or payment dispute experience
Freight, BOLs, carrier claims, or 3PL exposure
Amazon Seller Central
Property management, self-storage, or leasing experience
Experience writing procedures or building workflows from scratch
Experience interviewing or onboarding remote staff

Not a fit if

You want a role where you only delegate and report
You consider hands-on work below your level
You need someone above you to make routine calls
You've only managed by being liked
What we offer
Competitive rate based on experience
Real ownership. You'll shape how this operation runs, not just execute someone else's plan
A small, established, profitable company with 25+ years of history
Direct access to the owners. No layers, no politics
Written procedures for most of what we do — and where they don't exist, you'll write them
Long-term, stable position

Hours: 40 hours/week, Monday–Friday, US Eastern time.

Please note: we use time-tracking software across the entire remote team, including this role. We measure results, but activity is tracked and we're upfront about it.

To apply

Answer these in your application. Applications without answers won't be read. Write your own answers — please don't use AI.

1. Tell me about a team you managed or supervised. How many people, doing what, and what numbers were you responsible for?
2. Describe a time someone on your team wasn't performing. What exactly did you do, and how did it end?
3. You take over a team where one task has been slipping for months. Everyone tells you it's handled. It isn't. Walk me through your first two weeks.
4. Tell me about a hands-on problem you solved yourself — a dispute, a claim, a shipping mess, something complicated. What did you do?
5. What time zone are you in, and what would 9am–5pm US Eastern look like locally for you?

SKILL REQUIREMENT
Shopify Ecommerce Operation Management
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