Operations & Customer Experience Manager (NYC)
This is a hands-on role ideal for someone who thrives in a fast-paced e-commerce environment and enjoys operating at the intersection of operations and customer experience. Salary Range: $75,000-$85,000 (The actual compensation will depend on a variety of job-related factors which may include work experience, education, location, and skill level) Key Responsibilities
Operations & Supply Chain
- Manage order fulfillment and transportation workflows to ensure accurate, on-time delivery.
- Monitor inventory across all locations, including lot tracking, shelf-life control, and slow-moving SKU analysis.
- Maintain SKU setup and product data across internal systems.
- Oversee DTC order flow through Shopify, Order Desk, Recharge, and related apps to ensure proper routing and fulfillment.
- Utilize ERP systems to support inventory accuracy, order management, and operational reporting.
- Partner with suppliers and 3PLs to maintain product availability and meet delivery targets.
- Collaborate cross-functionally with finance, sales, and digital teams to support daily operations and initiatives.
- Build and maintain Excel-based tools for tracking, reconciliation, and reporting.
- Identify and implement process improvements to enhance scalability, accuracy, and cost efficiency.
- Manage and support the customer service team, providing daily oversight and performance management via Gorgias and other platforms.
- Ensure CX performance meets or exceeds KPIs, including response time, resolution time, and CSAT.
- Partner with retail and digital teams to optimize customer review collection and syndication.
- Resolve escalated customer issues and surface recurring operational or product trends.
- Oversee AI-driven support tools, maintaining and optimizing knowledge bases and bot prompts.
- Standardize and continuously improve customer service workflows to deliver consistent, high-quality support.
- 3–5+ years of experience in operations, supply chain, and/or customer experience management, preferably within e-commerce or consumer goods.
- Hands-on experience with Shopify and related apps (Order Desk, Recharge, Gorgias, or similar).
- Experience working with ERP systems, preferably Microsoft Dynamics.
- Strong Excel skills, including data analysis and reporting.
- Background in customer service or customer support environments is a plus.
- Highly organized with the ability to manage multiple priorities in a fast-paced setting.
- Detail-oriented, proactive, and solutions-focused with a strong ownership mindset.
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