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Eliminate inconsistencies across the site, including broken links, outdated promotions, and conflicting messaging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