E-commerce Operations Manager

About Us:
Blakk Smoke is a dynamic and growing e-commerce business focused on delivering high-quality products to our customers. We are seeking a detail-oriented and results-driven E-Commerce Operations Manager to oversee our online store's daily operations, optimize processes, and enhance the overall customer experience.

Key Responsibilities:
E-Commerce Operations & Fulfillment Management
-Oversee and streamline e-commerce order processing, fulfillment, and logistics to ensure efficiency.
-Manage inventory levels, coordinate with suppliers, and reduce stock discrepancies.
-Optimize fulfillment processes and work with third-party logistics (3PL) partners for timely deliveries.

Team Training, Development & Management
-Train, mentor, and manage the e-commerce operations team to enhance performance.
-Establish clear goals and KPIs for teaUpgrade to see actual infombers to drive productivity.
-Foster a collaborative team culture focused on continuous improvement.

SOP Development & Project Management
-Create, refine, and implement standard operating procedures (SOPs) for key e-commerce functions.
-Lead cross-functional projects aimed at improving operational efficiency and scalability.
-Track and evaluate project performance, ensuring alignment with business goals.

Customer Service & Chargeback Oversight
-Oversee customer service operations to maintain high satisfaction and swift issue resolution.
-Implement strategies to minimize chargebacks and manage dispute resolution.
-Develop policies to enhance the overall customer experience and retention.

E-Commerce Reporting & Performance Analysis
-Monitor key performance indicators (KPIs) and provide actionable insights for optimization.
-Utilize tools like Google Analytics and BI platforms to track sales trends and operational performance.
-Generate detailed reports to support data-driven decision-making.

Cross-Functional Collaboration
-Work closely with marketing, IT, and finance teams to align operations with broader business strategies.
-Support promotional campaigns by ensuring seamless execution on e-commerce platforms.
-Facilitate communication between departments to improve workflow efficiency.

Multi-Brand Management & Time Allocation
-Oversee operations across multiple e-commerce brands and ensure consistent execution.
-Prioritize tasks effectively to balance workload between different brands.
-Identify opportunities for process automation and workflow optimization.

Required Qualifications
-5+ years of experience in e-commerce operations, logistics, or supply chain management.
-Experience with HubSpot for CRM and marketing automation.
-Strong expertise in Shopify for e-commerce operations.
-Experience with inventory management, order fulfillment, and supply chain optimization.
-Proficiency in data analysis and using tools like Google Analytics, Excel, or BI tools.
-Excellent organizational and problem-solving skills with a keen eye for detail.
-Strong communication and leadership skills to work cross-functionally with teams.
-Ability to thrive in a fast-paced and dynamic environment.

Preferred Qualifications
-Bachelor's degree in Business, Marketing, Supply Chain Management, or a related field.
-Knowledge of other e-commerce platforms such as Magento, WooCommerce, or Amazon Seller Central.
-Familiarity with API integrations and automation tools to streamline operations.
-Previous experience in a high-growth e-commerce or DTC (Direct-to-Consumer) environment.

If you are passionate about e-commerce and operations and have a track record of optimizing processes to drive business growth, we’d love to hear from you!

To Apply
Write [Your Name] + E-Commerce Ops Manager in the subject line.
Attach your CV and a brief cover letter explaining why you're a perfect fit for the role.