E‑Commerce & Customer Experience Lead

Lucky Honey; New York (NY); On-site; USD 55,000 - 74,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Paid company holidays

Dental & vision insurance

Job summary

Lucky Honey, a Brooklyn-based fitness and lifestyle brand, is seeking an E-Commerce & Business Operations Manager to oversee day-to-day online operations and customer experience across Shopify and Faire, ensuring a seamless shopping journey.

You will develop SOPs, implement automation, track metrics, and drive cross-functional initiatives including gifting, events, and wholesale programs to support growth. This is a full-time, on-site role with a competitive package.

Qualifications

• Experience in e-commerce, business operations, customer experience, retail operations, or a related role.
• Strong organizational, prioritization, and problem-solving abilities.
• Excellent written and verbal communication skills.
• A high level of attention to detail and follow-through.
• A practical, hands-on approach to solving problems.
• Experience creating or improving processes, workflows, and SOPs.
• Comfort working with data, reporting, and performance metrics.

Responsibilities

• Manage customer service inquiries across email, website, social, and third-party platforms.
• Own customer communication and order support through Shopify, Faire, and related platforms.
• Oversee returns, exchanges, refunds, shipping issues, and other order-related resolutions.
• Ensure timely, thoughtful, and brand-aligned communication across customer touchpoints.
• Monitor customer feedback and identify opportunities to improve customer satisfaction and retention.
• Identify recurring customer issues and work cross-functionally to address their underlying causes.
• Coordinate with the Warehouse Manager and fulfillment team to resolve order and shipping issues.
• Support gifting, events, pop-ups, partnerships, and other special projects.
• Work cross-functionally with operations, marketing, and leadership to coordinate priorities and execution.
• Help manage new initiatives and evolving operational needs as the company grows.
• Serve as a reliable point of ownership for projects that span multiple areas of the business.
• Develop SOPs, reporting, and scalable business processes to support growth.

Skills

E-commerce operations

Customer experience

Retail operations

Operational processes

Data reporting

Cross-functional collaboration

Problem-solving

Communication skills

Tools

Shopify

Faire

Wholesale platforms

B2B order management

Automation tools

Job description

Lucky Honey, a Brooklyn-based fitness and lifestyle brand, is seeking an E-Commerce & Business Operations Manager to oversee day-to-day online operations and customer experience across Shopify and Faire, ensuring a seamless shopping journey.

You will develop SOPs, implement automation, track metrics, and drive cross-functional initiatives including gifting, events, and wholesale programs to support growth. This is a full-time, on-site role with a competitive package.