Operations Manager, E-Commerce & Customer Experience

House of Stereo; Jacksonville (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

House of Stereo, located in Jacksonville, Florida, seeks an Operations Manager to enhance our e-commerce and customer experience division.

The ideal candidate will manage order fulfillment, customer communication, and vendor follow-up. Strong organizational skills and a results-focused mindset are essential. Join a team committed to luxury audio and operational excellence.

This role offers opportunities for growth within a dynamic luxury e-commerce environment.

Qualifications

• Experience in e-commerce operations or order management.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities.

Responsibilities

• Manage the after-sale process including order entry and fulfillment coordination.
• Communicate with customers regarding order status.
• Maintain accurate internal notes on customer orders.

Skills

Highly organized

Clear communication

Attention to detail

Reliability

Comfort with computers

Tools

Mac and/or Windows systems

Web-based software platforms

Job description

House of Stereo is a high-end audio and home theater company based in Jacksonville, Florida. Founded in 1969, we are one of Northeast Florida’s premier destinations for luxury audio, while also operating one of the leading online stores in the high-end audio industry.

We work with customers who are passionate about music, sound, design, and technology. Our business combines the personal service of a specialty retail shop with the growing complexity of a national e-commerce company.

As our online business continues to grow, we are looking for an organized, reliable, and results-focused Operations Manager, E-Commerce & Customer Experience to become a key part of our team.

About the Role

This is a growth-oriented operations role for someone who wants to be part of a specialized luxury e-commerce business.

The person in this role will help manage the after-sale process, including order entry, fulfillment coordination, customer communication, vendor follow-up, inventory support, and delivery confirmation. You will help make sure that customers receive clear updates, orders move through the system properly, vendors are followed up with, and nothing falls through the cracks.

This is not a passive support role. We are looking for someone who can take ownership, communicate clearly, identify problems, report progress, and help improve the way we operate.

The ideal candidate has experience working in an organized, professional, or corporate environment where they were responsible for tasks, deliverables, systems, customers, reporting, or follow-through without constant supervision.

Experience in high-end audio is not required. Strong organization, communication, reliability, computer comfort, and ownership are required.

House of Stereo is focused on continued growth, including a target of approximately 20% annual sales growth. As our business grows, our operations must grow with it.

This role is designed for someone who wants a real path forward. The starting focus will be order management, fulfillment, customer communication, and operational support. Over time, this position can grow into a broader leadership role involving process improvement, reporting, team coordination, vendor management, and eventually managing additional fulfillment or operations support staff.

We are looking for someone who wants to become a core team member in a growing luxury e-commerce company.

Key Responsibilities

• Entering, updating, and tracking customer orders accurately
• Managing the after-sale process from order placement through delivery confirmation
• Coordinating fulfillment, packing, shipping, and carrier pickup
• Communicating with customers by phone and email regarding order status, shipping updates, availability, and delivery
• Following up with manufacturers, vendors, and distributors regarding availability, purchase orders, shipping timelines, and backorders
• Supporting inventory receiving, stock updates, and inventory counts
• Helping place and track vendor orders
• Maintaining accurate internal notes on customer orders, pending issues, and vendor communication
• Reporting order issues, delays, customer concerns, and operational updates to the team
• Supporting the sales team with order-related and product availability information
• Participating in team meetings and contributing ideas to improve workflows, customer experience, and fulfillment processes
• Helping create and follow checklists, procedures, and systems that improve consistency
• Maintaining an organized fulfillment area, stockroom, and professional shop environment
• Learning the basics of high-end audio products in order to better support customers and team members

What We Are Looking For

• Highly organized and detail-oriented
• Reliable, punctual, and consistent
• Comfortable taking ownership of a process
• Results-focused and able to follow through
• Clear and professional in communication with customers, vendors, and team members
• Comfortable working with computers, email, spreadsheets, order systems, and web-based platforms
• Able to manage multiple priorities without becoming disorganized
• Comfortable participating in team meetings and discussing operational improvements
• Able to identify issues and communicate them early
• Willing to learn e-commerce mechanics, fulfillment, vendor coordination, and high-end audio
• Professional, mature, and capable of working without constant supervision
• Interested in becoming an important part of a growing business

Ideal Experience

• E-commerce operations
• Office administration
• Corporate or professional office environments
• Retail operations
• Order management
• Fulfillment or shipping
• Inventory coordination
• Logistics
• Hospitality or service businesses with strong operational standards

Prior experience in audio, home theater, luxury retail, or consumer electronics is a plus, but not required.

Requirements

• Prior work experience in a structured professional, corporate, retail, customer service, administrative, or operations environment
• Strong computer skills on Mac and/or Windows systems
• Comfort using web-based software platforms
• Desire to learn about our products
• Strong written and verbal communication skills
• Excellent attention to detail
• Ability to enter data accurately
• Ability to manage tasks and report on progress
• Ability to lift and move boxes as needed
• Ability to work some Saturdays
• At least one strong professional reference preferred
• Prior experience holding a position for six months or longer is strongly preferred

Success in This Role Looks Like

• Orders are being entered and tracked accurately
• Customers are receiving timely updates
• Vendor follow-ups are not being missed
• Fulfillment is organized and consistent
• Delivery confirmations are being checked
• Inventory issues are being reported
• The sales team has the information they need
• Problems are being communicated early
• Weekly progress, issues, and successes are being reported clearly

This role is about ownership. We want someone who can manage responsibilities, not just complete random tasks.

Who This Role Is For

This role is a strong fit for someone who wants to use their organizational and communication skills in a growing business. It is ideal for someone who enjoys systems, details, customer follow-up, and being trusted with responsibility.

You may be early in your career, or you may already have experience in operations, customer service, office administration, or e-commerce. Either way, you should be someone who wants to show up, perform, learn, contribute, and grow.