E-Commerce Operations Manager – DTC Shopify Brand (Full-Time)

WHO WE ARE
We are a US-based direct-to-consumer supplement brand scaling aggressively on Meta. We currently do $300K+/month in revenue across Shopify and Checkout Champ, with a monthly recurring subscription program driving significant MRR. Our backend is already systemized — AI-powered email automation, structured SOPs, established supplier relationships, and a two-person leadership team (Founder/CEO + Brand Manager) who are actively building this into an eight-figure brand.
This is not a startup figuring things out. This is a scaling machine that needs a qualified operator to own the backend.

WHO WE'RE LOOKING FOR
We need an E-Commerce Operations Manager — not a virtual assistant, not someone who "wants to learn e-commerce." We need someone who has BEEN the backend operator at a DTC brand doing at least $100K/month on Shopify. Someone who already knows what it feels like when 200+ orders come in per day and things need to run perfectly. Someone who has processed refunds at 11pm to prevent a chargeback. Someone who has built a daily PNL from scratch in Google Sheets. Someone who has monitored payment gateway approval rates and knows what a MID is.
If that's not you, please do not apply. We respect your time and ours.

WHAT YOU'LL OWN
Customer Operations (Escalated Tickets Only)
We have full AI automation handling tier-one customer emails (where's my order, product questions, general inquiries). Your job is NOT answering emails all day. Your job is handling the 10-20% of tickets that get escalated to a human — refunds, subscription cancellations, chargeback threats, angry customers, and anything requiring account access or judgment. Maximum 12-hour response time on escalated tickets. Chargebacks are the #1 threat to our business. You need to understand this in your bones.
Financial Reporting & Analytics
You own the daily PNL. Every single day, you pull revenue, ad spend, COGS, refunds, net profit, and unit economics into Google Sheets. You track subscription metrics — new enrollments, cancellations, churn rate, MRR. You monitor average order value, chargeback rate, and gateway approval rates. You flag anomalies before anyone has to ask. If revenue drops 30% on a random Tuesday, we should hear it from you first — not discover it ourselves.
Operational Oversight & Brand Monitoring
You monitor order fulfillment and tracking daily. You check our comment moderation platform (BrandWise) every single day — reviewing every comment on every ad, hiding negative comments, flagging trends, and reporting on brand sentiment. You monitor payment processing health across multiple MIDs and flag any issues with approval rates, reserves, or underwriting requests. You communicate with our fulfillment supplier when needed. You are the person who catches problems before they become emergencies.

THE TOOLS WE USE
You don't need to know every tool on this list — but you need to know most of them, and you'll be trained on the rest.

Shopify (REQUIRED — non-negotiable, you must be proficient)
Checkout Champ (huge bonus — if you know this, you move to the front of the line)
Google Sheets (REQUIRED — daily PNL, reporting, unit economics)
Helpdesk platform experience (we use Commslayer, but if you've used Gorgias, Zendesk, Front, Freshdesk, or similar — that works)
BrandWise or similar comment moderation tool
Parcel Panel or similar order tracking tool
Disputifier or similar chargeback management tool
Hubstaff (REQUIRED — time tracking is mandatory, installed from day one, no exceptions)
Klaviyo (email marketing — bonus)
Loop Subscriptions (bonus)
Meta Ads Manager (read-only — understanding ad metrics is a bonus)
AI tools (Claude, ChatGPT — you should be comfortable using AI to work faster)

REQUIREMENTS — DO NOT APPLY WITHOUT THESE
Fluent English — written and spoken, no exceptions
Have worked on a DTC e-commerce brand doing $100K+/month on Shopify (1+ year is ideal, please be completely honest about your experience. We will be able to verify your experience through connections in the ecommerce space.)
Experience with subscription-based products (monthly recurring billing, cancellations, retention)
Experience building and maintaining daily PNL reports in Google Sheets
Experience with refund processing and chargeback prevention workflows
Experience with at least one helpdesk/customer support platform
Comfortable with Hubstaff time tracking — this is not optional
Available to work 40 hours/week on a consistent schedule
Able to respond to urgent escalated tickets within 12 hours maximum

STRONG BONUSES (not required, but you'll stand out)
Checkout Champ experience
Supplement or health brand experience
Experience monitoring payment gateway approval rates and MID health
BrandWise or comment moderation experience
Experience working directly with Chinese suppliers/fulfillment partners
Disputifier or chargeback automation experience

WHAT WE OFFER
$1,500/month USD salary (negotiable for exceptional candidates with proven experience)
Full-time, long-term position — this is not a project or a trial
You will NOT be alone — you'll work directly with the Founder and Brand Manager daily
Full onboarding and training on our specific systems, SOPs, and brand
AI automation already handles the bulk of customer inquiries — you focus on high-value work
Performance bonuses tied to brand growth
Opportunity to grow into a senior operations role as we scale to eight figures

WHAT WE WILL NOT TOLERATE
Time theft. Hubstaff is active from day one. If you're not comfortable with screen monitoring and verified hours, this is not the role for you.
Fabricated experience. If you claim you've worked on a scaling DTC brand and you haven't, we will find out — quickly.
Slow response on urgent tickets. When a customer threatens a chargeback, that ticket cannot sit for 24 hours. This role requires urgency when urgency is needed.

HOW TO APPLY
Do NOT apply through the OnlineJobs.ph messaging system.
Message us directly on WhatsApp: +1 (516) ---------- In your WhatsApp message, you MUST include ALL of the following or you will not receive a response:

Your full name
The specific DTC/e-commerce brands you've worked with and their approximate monthly revenue
The tools you are proficient in from the list above
Your experience with subscription models (what platforms, how you handled cancellations and chargeback prevention)
Your experience with PNL reporting (how you built it, what metrics you tracked, what tools you used)
Your availability to start

If your message does not include these six items, we will not respond. This is intentional — we need someone who reads thoroughly, follows instructions precisely, and communicates clearly. This is your first test.
We are filling this position quickly. Qualified candidates will be contacted for a video call within 12-24 hours of their WhatsApp message.

We look forward to hearing from you.