Manager, E-commerce Operations (Contract - Onsite)

About the role

Working at Tech Holding isn't just a job, it's an opportunity to be a part of something bigger. We are a full-service consulting firm that was founded on the premise of delivering predictable outcomes and high-quality solutions to our clients. Our founders and team members have industry experience and have held senior positions in a wide variety of companies – from emerging startups to large Fortune 50 firms – and we have taken our combined experiences and developed a unique approach that is supported by the principles of deep expertise, integrity, transparency, and dependability.

Key Responsibilities

• Operational Leadership & Execution
• Own daily ecommerce operational KPIs including order flow, returns, cancellations, and fulfillment quality
• Identify root causes of operational issues and propose process improvements and strategic solutions
• Maintain and improve SOPs across ecommerce networks including internal ecommerce channels, private sale operations, fulfillment workflows, customer service processes, fraud and payment workflows, and system operations
• Monitor top-level 3PL and SLA performance and collaborate with warehouse partners to improve operational efficiency
• Partner with Retail teams to forecast and procure ecommerce packaging needs based on sales volume and campaign planning
• Project Management & Cross-Functional Coordination
• Drive cross-functional ecommerce initiatives, ensuring timelines, documentation, follow-ups, and execution remain on track
• Cook up cross-functional teams for ecommerce-impacting projects
• Coordinate across IT, Logistics, Retail, Marketing, Creative, and Finance teams for ecommerce-impacting projects
• Manage Jira boards, issue tracking, sprint documentation, and communication between ecommerce, IT, and third-party vendors
• Support creation of tech stack roadmaps and operational documentation
• Technology & Systems Oversight
• Maintain working knowledge of platforms including Shopify Plus, Narvar, Global-e, NoFraud, Teamwork Commerce, ShipStation, Celigo, Klaviyo, Nosto, Gorgias, and related ecommerce systems
• Configure operational settings within Shopify Plus including apps, workflows, rules, and troubleshooting
• Manage API connectivity from a functional and operational perspective, identifying issues and coordinating resolution with IT and vendors
• Support rollout of new systems, integrations, and platform enhancements
• People Leadership
• Manage and support the Ecommerce Operations Coordinator through coaching, development, and performance management
• Provide operational guidance and support to customer service operations to ensure efficient customer experience workflows
• Foster a collaborative and high-performance operational culture

Required Qualifications

• 6–8+ years of experience in ecommerce operations, digital operations, or ecommerce project management
• Experience supporting Shopify Plus operations and ecommerce system integrations
• Strong understanding of fulfillment operations, 3PL workflows, and omnichannel ecommerce concepts
• Ability to manage complex cross-functional projects end-to-end
• Strong analytical mindset with forecasting and operational planning experience
• Exceptional documentation, process mapping, and communication skills
• High level of professionalism, organization, and operational ownership
• Ability to work effectively in fast-paced and evolving environments

Nice to Have

• Experience with luxury or premium retail brands
• Familiarity with platforms such as Narvar, Global-e, NoFraud, Celigo, Nosto, Klaviyo, ShipStation, and Teamwork Commerce
• Experience supporting customer service or CX improvement initiatives
• Experience supporting DAM, CRM, or clienteling system implementations

Location

Hybrid - Downtown LA (4 days a week on-site)