E-Commerce Operations Manager

Splits59; New York (NY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Splits59 is seeking an E-Commerce Operations Manager to optimize customer service, logistics, and order flow. You will collaborate with the warehouse team to ensure shipping accuracy and inventory control, while delivering an exceptional online shopping experience.

You will manage returns, pre-orders, and dropship activities, with strong emphasis on data accuracy, policy consistency, and process improvements in a fast-paced fashion brand environment.

Qualifications

• 3+ years of Shopify experience in ecommerce operations.
• Strong written communication and customer service skills.
• Ability to learn new systems quickly.
• Professional phone etiquette and clear writing.
• Detail oriented with follow-through.
• Experience with cross-functional teams.
• Familiarity with logistics and returns processes.

Responsibilities

• Managing returns & exchanges: monitoring, processing, confirmations, and audits.
• Overseeing order fulfillment: prioritize shipments, address updates, backorder monitoring, international shipping, influencer orders.
• Managing pre-orders and coordinating with Production for timely shipping.
• Ensuring inventory accuracy: stock checks, alerts, restocks, transfers.
• Dropship and sample sale management: tracking, docs, and partner setup.
• Catalog data preparation and uploads for catalogs and web
• Reducing expenditures by reviewing apps, partners, and fees.
• Training and website management: onboarding CS team, updating catalogs, imagery, FAQs, policies.

Skills

Shopify

Customer service

Written communication

Cross-functional collaboration

Problem solving

Inventory management

Tools

ShipStation

Cin7

Narvar

Yotpo

Purple Dot

Gladly

MS Excel

Job description

Splits59 is a Los Angeles based activewear and fashion company built on the premise of a woman’s perseverance and strength to push past limitations and achieve goals. We are focused on designing and producing the best quality and most fashionable active and loungewear on the market, in an effort to empower women to feel and look their best in all aspects of daily life. Splits59 is positioned for massive growth within the e-commerce space, while having a large presence in many of the most exclusive boutiques, studios, and retailers across the globe.

JOB DESCRIPTION

Splits59 is seeking an excellence-driven E-Commerce Operations Manager with a passion for systems, customer service and logistics. Ideal candidate will be a self-starter, who thrives on problem solving and going above and beyond on behalf of our customers. This position is a hybrid of Customer Service & Logistics. Your job will be to create a positive and memorable ordering experience for our customers, while working with our warehouse fulfillment team to ensure accuracy in shipping and inventory.

KEY JOB RESPONSIBILITIES:

Managing Returns & Exchanges

• Exchange monitoring/processing
• Return processing
• Return confirmations & error followups
• Return auditing/reporting

Order Fulfillment Management

• Reviews Orders and prioritizes shipments
• Order Address confirmations/changes
• Sold out customer notifications
• Hold/backorder monitoring/management
• Manage International order shipping
• Influencer order shipping & special handling
• Assist with Notes for gifting orders
• Miss-shipped orders support
• Return to sender orders
• VIP order support
• Place personal and employee orders when necessary
• Ensure accuracy of order status across platforms

Managing Pre-orders

• Monitoring preorders for ship date/inventory accuracy
• Communicating with Production and Management to ensure timely shipping.
• Creating & Updating preorders

Inventory Accuracy Assurance

• Stock checks & corrections
• Stock alerts
• Placing orders for immediate restocks
• Branch transfers
• Place all web and retail restocks
• Size and Enter all web buys and ensure accuracy when receiving

DropShip & Sample Sale management

• Order Entry – non-integrated dropship partners
• Download and distribute shipping docs
• Import orders for Sample Sales
• Update Tracking – Dropship & Sample Sale
• Set up and tracking for all sample sales (online and LA based in person - 260)
• Customer Follow-up/Liaison with Dropship CS
• Returns Tracking for Dropships
• Support shipping for all dropship partners
• Creation of offerings for DS partners
• Create upload documents for DS and provide all necessary assets
• Oversee invoicing to ensure timely payment of commission to Splits59
• Setup for all new dropship partners: business info, payment/billing, EDI/API connections.

Catalog Data Preparation

• Gather data from CS and Klaviyo for opt out list
• Provide all necessary uploads for catalog (buyers, non-buyers, opt outs for Catalog mailers

Reducing expenditures.

• Regular review of all apps, partners and fees to ensure best pricing.
• Shipping
• Returns platforms

Employee Store

• Update store and advise team when new product is available.

Training

• Direct onboarding and on going training to web CS team

Website Management

• Upload all new product catalogs and ensure accuracy
• Upload all product imagery and input product copy
• Maintain customer facing FAQs, return policy and shipping policy
• Manage web tools including Narvar, Purple Dot, Yotpo, Gladly and Global-E

REQUIREMENTS

• 3+ years experience with Shopify
• 3+ years customer service experience
• Friendly and professional phone etiquette
• Excellent and clear writing style.
• Quickly able to learn and master new systems
• Demonstrate clear written and verbal communication
• Detailed orientated with outstanding follow through
• Ability to work independently and with cross functional teams
• Flexible, positive “can do” attitude
• Familiarity with one or more of the following is a plus: ShipStation, Cin7, DSCO, Mirakl, Narvar, USPS/FEDEX/DHL/UPS, WINFashion, MS Excel, MS Word, Yotpo, Purple Dot, Gladly