Junior Ecommerce Operations Manager
- company
- Scale Army Careers
- location
- South Africa (remote)
- work mode
- remote
- posted
- 27 May
- ***This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.***
- Our client is a rapidly growing direct-to-consumer (DTC) ecommerce company operating across multiple consumer packaged goods (CPG) brands within the wellness space. The business manages a fast-moving operational environment spanning customer experience, fulfillment, marketing, backend systems, and operational infrastructure, and is seeking a highly detail-oriented operator to help streamline and scale the organization.
- Location
- Fully Remote | 9 AM - 5 PM EST
- Role Overview
- The Senior Operations Manager will oversee and optimize customer service operations, fulfillment coordination, and operational systems across a rapidly growing ecommerce company.
- This role will serve as a highly hands-on operational leader responsible for managing the customer service function, coordinating with 3PL and fulfillment partners, and overseeing the operational tooling and systems that support the customer experience lifecycle.
- The ideal candidate is highly detail-oriented, operationally strong, proactive, and comfortable operating in fast-paced startup environments where speed, ownership, and execution matter. This person will initially operate directly within day-to-day workflows while helping build scalable operational processes, systems, and infrastructure as the business continues growing.
- Key Responsibilities
- Customer Service Operations
- Execute the day-to-day customer service function across email, chat, and future support channels
- Manage customer escalations and ensure a high-quality customer experience
- Develop and improve customer support workflows, SOPs, and FAQs
- Monitor support performance metrics and resolve operational bottlenecks
- Build scalable customer support systems as the business continues growing
- Support the hiring, onboarding, and management of future customer support team members
- Fulfillment & 3PL Coordination
- Serve as the operational bridge between customer support and fulfillment partners
- Coordinate closely with 3PL and logistics providers to resolve shipping and operational issues
- Improve workflows related to orders, fulfillment, subscriptions, returns, and customer communication
- Maintain operational visibility across fulfillment processes and identify opportunities for improvement
- Ensure smooth communication between operational systems, customer service, and fulfillment teams
- Systems & Operational Tooling
- Manage and optimize operational systems including Gorgias and Sticky.io (CRM)
- Leverage AI to reduce headcount needs within the function through automation and workflow improvements
- Improve operational efficiency through AI-enabled workflows and automation opportunities
- Ensure operational systems and workflows remain organized, scalable, and efficient
- Assist with reporting, dashboards, and operational visibility across departments
- Support the implementation of additional support and communication infrastructure over time
- Operational Leadership
- Operate with strong ownership and accountability across the business
- Proactively identify inefficiencies and implement solutions
- Thrive in a fast-paced, high-performance startup environment
- Maintain a highly detail-oriented and execution-focused approach to operations
- Work closely with leadership to support operational scaling initiatives
- **Qualifications**
- Experience
- 3+ years of experience in operations, ecommerce operations, customer experience operations, or support operations
- Previous experience within a DTC or CPG ecommerce company strongly preferred
- Experience working within fast-paced startup or high-growth environments
- Experience managing operational workflows across customer service and fulfillment functions
- **Skills**
- Strong operational and systems-thinking abilities
- Excellent communication and organizational skills
- Ability to identify inefficiencies and proactively solve problems
- Comfortable working independently and wearing multiple hats
- Execution-focused with the ability to operate both strategically and tactically
- Extremely detail-oriented and operationally minded
- Highly proactive with a strong ownership mentality
- Comfortable operating in a high-performance, fast-moving environment
- What Success Looks Like
- Improved operational efficiency across customer service and fulfillment workflows
- Faster response and resolution times for customer issues
- Strong coordination between support, fulfillment, and operational systems
- Successful implementation of scalable operational processes and automation
- Increased customer satisfaction and smoother operational execution
- Ability to scale and lead operational infrastructure as the company grows
- Opportunity
- This is an exciting opportunity to join a rapidly growing ecommerce business at a pivotal stage of growth. The company is seeking a highly capable operator who can bring structure, ownership, and operational excellence across customer service and operational systems while helping build scalable infrastructure for long-term growth.
- The ideal candidate will have the opportunity to make a significant impact within a fast-moving startup environment, work closely with leadership, and help shape the operational future of the business.
- **Application Process**
- To be considered for this role these steps need to be followed:
- Fill in the application form
- Record a video showcasing your skill sets