Backend Manager - E-commerce / Shopify Dropshipping

? HIRING: Backend Manager – E-Commerce / Dropshipping

We're a Google Dropshipping business doing $10M+ in annual revenue across 10+ stores, and we're still growing.

We're looking for a highly experienced, dedicated, and reliable VA for a long-term role who can take full ownership of our backend operations and keep improving our systems.

You'll oversee the entire backend: making sure orders flow smoothly, costs and margins stay under control, suppliers are well managed, and refunds, disputes, and chargebacks are handled accurately and efficiently.

⚠️ This is NOT an entry-level role.
Solid e-commerce/dropshipping experience is a MUST. We need someone who already understands the backend and can step in, take responsibility, and help us maintain, optimize, and scale our existing systems.

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? WHAT WE'RE LOOKING FOR

- Proven, hands-on experience managing e-commerce/dropshipping operations
- Strong understanding of overseas dropshipping (suppliers, fulfillment, shipping, tracking, delivery)
- Full-time availability, willing to work longer hours when needed
- Able to take full ownership of the backend operation
- Strong experience with refunds, disputes, and chargebacks
- Experience managing or working with phone/customer support agents
- Strong understanding of COGS, margins, refunds, fulfillment costs, and profitability
- Highly organized, proactive, analytical, and detail-oriented
- Strong communication and supplier-management skills
- Willing to keep learning the entire business, including frontend
- Spots problems early and acts without waiting for instructions

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? KEY RESPONSIBILITIES

1️⃣ Order Flow & Backend Operations
- Monitor the full order flow from purchase to delivery
- Ensure orders are processed accurately and on time
- Check for failed, delayed, held, cancelled, or problematic orders
- Monitor tracking numbers and shipping status
- Identify and quickly resolve fulfillment bottlenecks
- Run regular backend checks and ensure SOPs are followed

2️⃣ Refund & Cancellation Monitoring
- Monitor refund rates and flag unusual increases or trends
- Track refunds by product, offer, source, and customer issue
- Review refund reasons and identify recurring problems
- Monitor cancellation rates and find out why customers cancel
- Ensure refunds follow company policy and SOPs
- Reduce unnecessary refunds while keeping service quality high

3️⃣ Disputes & Chargebacks
- Handle and oversee payment disputes and chargebacks
- Prepare and submit evidence/documentation
- Monitor dispute and chargeback rates and outcomes
- Identify recurring causes and build processes to prevent them
- Solid prior dispute/chargeback experience is required

4️⃣ Supplier Management
- Communicate directly with overseas suppliers and fulfillment partners
- Monitor supplier performance, responsiveness, pricing, and fulfillment times
- Follow up on delayed, missing, incorrect, or damaged orders
- Negotiate product costs, shipping costs, and operational concerns
- Ensure suppliers meet our fulfillment standards
- Maintain strong supplier relationships

5️⃣ COGS & Margin Monitoring
- Monitor COGS across products and orders
- Keep product and fulfillment costs aligned with target margins
- Flag rising costs and products hurting profitability
- Check that actual costs match expected costs
- Renegotiate with suppliers when needed
- Work closely with management to protect margins

6️⃣ Phone Support Operations
- Oversee how our phone support team connects with backend operations
- Monitor phone support processes and performance
- Ensure agents follow correct procedures for orders, cancellations, and refunds
- Review escalated cases and identify recurring issues
- Ensure agents give accurate information consistent with backend policies
- Coordinate with agents when backend intervention is needed

7️⃣ Team Management & Accountability
- Manage and oversee backend team members
- Assign responsibilities and monitor completion
- Review performance and productivity
- Ensure SOPs are consistently followed
- Train and coach team members when needed
- Handle escalations and critical operational issues

8️⃣ Frontend & Overall Business Knowledge
Backend is the priority, but we want someone willing to learn the whole business, including:
- Product pages and store management
- Offers, upsells, and subscriptions
- Checkout and customer journey
- Promotions and discount codes
- Basic conversion and sales concepts
- How frontend decisions affect refunds, fulfillment, COGS, and profitability

9️⃣ Reporting & Process Improvement
- Track key KPIs: orders, refunds, cancellations, disputes, chargebacks, COGS, fulfillment
- Prepare regular reports and identify trends
- Spot inefficiencies and recommend solutions
- Create, update, and improve SOPs
- Find opportunities to automate repetitive tasks

? Time Management & Operational Tracking
- Prioritize tasks by importance and urgency
- Schedule and coordinate calls with team members, suppliers, and other parties
- Follow up to ensure tasks are completed on time
- Track key issues, decisions, follow-ups, and open tasks
- Document what's working, what's not, and what needs improving
- Keep a clear record of recurring problems, mistakes, and delays
- Make sure nothing important gets forgotten or left unresolved
- Keep management updated on daily and weekly operational status

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? THE PERSON WE WANT

Someone who can eventually own the entire backend with minimal supervision.

You should be able to look at the operation and immediately know:
- What's working?
- What's not working?
- Where are we losing money?
- What needs to be fixed?
- Who needs to handle it?
- What needs to happen next?

We're looking for an OPERATOR, not someone who simply delegates tasks.

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✅ REQUIREMENTS

✔️ Solid e-commerce/dropshipping experience
✔️ Experience with overseas suppliers/fulfillment
✔️ Experience handling refunds and cancellations
✔️ Strong dispute/chargeback experience
✔️ Understanding of COGS and profit margins
✔️ Experience managing or working with phone support teams
✔️ Strong operational and analytical skills
✔️ Excellent communication and problem-solving skills
✔️ Full-time availability
✔️ Willing to work longer hours when necessary
✔️ Willing to learn both backend and frontend operations
✔️ Strong sense of ownership and accountability

➕ NICE TO HAVE
- Experience with AI tools and outsourcing
- Familiarity with Claude Code, ChatGPT, or Codex

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? Interested? Start with the word 'BROWN" in your cover letter to prove you've read through the job details.