Ecommerce Operations Lead: Scale & Optimize Across Channels

ShipCalm

Plainfield (IN)

On-site

USD 39,000 - 48,000

Full time

14 days+

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Life insurance

EAP

Paid time off

Holidays

Sick time

Job summary

ShipCalm is seeking a results-driven Customer Operations Lead to partner with eCommerce brands and scale operations. You’ll own cross-functional execution, translating strategic goals into actionable steps across fulfillment, inventory, and customer experience.

The role emphasizes data-driven decisions, proactive issue resolution, and scalable processes to support growing brands. In this onsite role with potential for limited remote days, you will manage relationships with clients and internal

Qualifications

4+ years of experience in Customer Operations, Brand Operations, Business Operations, eCommerce Operations, Marketplace Operations, Customer Success, Supply Chain, or Operational Excellence required.
Experience supporting high-growth eCommerce brands is strongly preferred.
Bachelor’s degree or coursework in Supply Chain Management, Logistics, Business, or related field, preferred
Proven understanding of logistics, fulfillment, or supply chain operations strongly preferred
Ability to manage external client relationships while coordinating internally across cross functional teams, required
Proficiency with dashboards, KPIs, and operational reporting to inform decisions and drive improvements strongly preferred
Demonstrated success leading cross-functional initiatives or projects with measurable results strongly preferred
Proficiency with WMS/OMS systems, EDI, Shopify, ERP, and eCommerce tools preferred
Clear, empathetic communicator across Slack, email, Zoom, and in-person with the ability to simplify complexity, guide tough conversations, and align stakeholders, required

Responsibilities

Within the first 30 days: completes training on ShipCalm 3PO model, service offerings, and customer lifecycle stages; demonstrates understanding of CalmScore™, RightCalm™, and key drivers impacting customer health (errors, delays, ticket volume, operational breakdowns); attends and actively participates in L10 meetings, demonstrates an understanding of EOS structure (scorecard, rocks, issue list); develops a clear understanding of each operational function (Warehouse, Digital Ops, Brand Ops, Account Support) and how they work together to support customer outcomes.
3 Months And Ongoing: Owns the full lifecycle management for assigned customer profiles; develops and presents 2+ customer account improvement plans to the Director of Brand Operations; coordinates cross-functional efforts to resolve customer issues, ensures clear ownership, timelines, and next steps on 100% of tickets; demonstrates strong judgment in escalation by engaging the right teams at the right times based on issue type and urgency.
6 Months And Ongoing: Leads resolution of complex issues using root cause analysis and cross-functional coordination; brings structured problem solving into meetings; presents difficult issues internally with prepared solutions or options; identifies breakdowns or inefficiencies across teams and implements at least 1 process improvement that enhances execution or reduces errors.
9-12 Months And Ongoing: Maintains 90% of customer portfolio in green status with consistent operational performance; influences Customer decisions by presenting data-driven insights and operational recommendations; demonstrates readiness to operate as a strategic partner.