E-Commerce Manager

Eccalon, LLC; Detroit (MI); On-site; USD 70,000 - 95,000; Full time

Job summary

Epoch Sports is seeking an E-Commerce & Customer Experience Manager to lead our online storefront and customer journey. This hybrid role combines digital merchandising, website management, campaign coordination, and hands-on customer support to drive growth and brand loyalty.

You will manage day-to-day e-commerce operations, optimize product listings and launches, troubleshoot site performance, and nurture relationships with our community while representing the voice of the customer in

Qualifications

• Experience running e-commerce and customer experience in a DTC brand.
• Strong written communication and customer tone.
• Ability to analyze data and optimize site performance.

Responsibilities

• Oversee Shopify Plus store operations, product uploads, pricing, and collections.
• Lead customer support via Gorgias and improve the overall user journey.

Skills

Data analysis

Cross-functional collaboration

Customer-focused communication

Startup mindset

Tools

Shopify Plus

Google Analytics

Gorgias

Job description

This is an on-site position, NOT remote/hybrid***

Description

Job Description

Epoch Sports is seeking a E-Commerce & Customer Experience Manager to lead the charge across our online storefront and customer journey. This hybrid role combines digital merchandising, website management, campaign coordination, and hands on customer support. You'll be responsible for running the day-to-day operations of our e-commerce business - optimizing product listings, launching drops, troubleshooting site performance - while also handling customer inquiries and building relationships with our community. This is a perfect opportunity for someone who is both analytical and empathetic, thrives in a fast moving sports environment, and is ready to help a bold brand grow.

Key Responsibilities

• E-Commerce Operations (60%)
  • Oversee the Epoch Sports Shopify Plus store, including product uploads, pricing updates, product categorization, collections, and metadata
  • Monitor and improve website performance, UX, and conversion rates
  • Coordinate seasonal product drops, campaign pages, sales promotions, and restocks with marketing and creative teams
  • Ensure on-site branding, product imagery, and copy reflect current marketing strategy and tone
  • Track performance KPIs: conversion rate, bounce rate, AOV, UPT, return rate, and site speed
  • Collaborate with fulfillment and warehouse teams to ensure accurate inventory flow and timely shipping
  • Manage integrations and tools such as Klaviyo, Gorgias, Google Analytics, Meta Ads, and post-purchase flows
• Customer Experience (40%)
  • Provide responsive, solution-oriented customer support via Gorgias (email, chat, and phone)
  • Resolve issues related to orders, returns, shipping delays, product sizing, and general inquiries
  • Update and maintain FAQ, sizing guides, return policies, and automated responses to improve self-service options
  • Track and escape recurring feedback to internal teams (product, ops, design)
  • Represent the voice of the customer in strategic meetings to enhance the overall user journey
  • Maintain a helpful, professional, and brand-aligned tone across all customer communication

Qualifications

• 2-4 years of experience in an e-commerce or DTC brand, ideally within sports, athletic wear, or consumer products
• Proficiency with Shopify Plus, Google Analytics, and Gorgias (or comparable customer support platform)
• Strong written communication skills and an instinct for customer tone and messaging
• Ability to analyze data, identify trends, and implement site optimizations
• Comfortable working cross-functionally in a fast paced, startup-like environment
• Organized, adaptable, and self-motivated with an entrepreneurial mindset
• Passion for sports, athletics, and performance gear a strong plus

Bonus Skills (Not Required But Preferred)

• Familiarity with paid media platforms (Meta Ads, Google Ads)
• Experience with Klaviyo or email/SMS campaign coordination
• Working knowledge of inventory systems and warehouse operations
• Exposure to visual merchandising or light graphic editing (e.g., Canva, Adobe Express)

About the Organization

Eccalon provides global solutions to the most challenging technological issues of the 21st-century, and our evolving portfolio spans five major markets: Machine Learning, Cybersecurity, Aerospace & Defense, Material Sciences, Advance Manufacturing, Sports Science, Biotechnology, and Health & Life Sciences.

Why Join Us?

Eccalon's Executives foster a supportive work environment allowing our teams to thrive, and have a fierce dedication to innovation, security, and people. Our culture is built on inclusion, teamwork, trust, and we are committed to offering career advancement opportunities to all employees. Encouraging a healthy and balanced life, we offer an extensive benefits package to support the wellness of our employees and their families. You will be joining a team of innovators, working with cutting edge technologies, supporting mission critical projects, and making an impact.

EOE Statement

Eccalon provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

EEO is the law.