E-commerce Operations and Team Manager

Position Overview

Blakk Smoke is seeking a highly skilled and strategic E-Commerce Operations and Team Manager to oversee daily e-commerce operations, fulfillment, customer service efficiency, and team management across multiple business elements. This role will be responsible for training and managing the e-commerce team, coordinating with the warehouse manager, optimizing workflows, and implementing scalable systems. TeaUpgrade to see actual infombers must know how to support SKUs, aligning with 3rd party platforms, i.e., amazon and etc.

The ideal candidate is an experienced e-commerce leader with expertise in operations, team development, project management, and process optimization. Can manage multiple projects within the brands.

Key Responsibilities

???? E-Commerce Operations & Fulfillment Management
Oversee end-to-end order fulfillment, ensuring accuracy and timely shipping.
Work closely with the Warehouse Manager to ensure inventory tracking, stock levels, and fulfillment processes run efficiently.
Identify bottlenecks in fulfillment and logistics and implement solutions to improve speed and reduce errors.
Manage and optimize e-commerce platform operations (Shopify or other platforms) to ensure smooth order processing.
???? Team Training, Development & Management
Train and manage the e-commerce team, ensuring customer service reps, fulfillment staff, and operations staff are aligned with company goals.
Conduct weekly teaUpgrade to see actual infoetings and individual performance reviews.
Implement standardized training programs and resources for onboarding new teaUpgrade to see actual infombers.
Create and maintain Notion documentation for internal knowledge management and training.
???? SOP Development & Project Management
Develop and document Standard Operating Procedures (SOPs) for all e-commerce operations, including fulfillment, chargebacks, customer service, and marketing workflows.
Oversee project management tasks, utilizing Asana, Trello, ClickUp, or Notion to manage team priorities, deadlines, and workflows.
Work with the COO to define project timelines and execute initiatives effectively.
???? Customer Service & Chargeback Oversight
Supervise the customer support team to ensure efficient handling of inquiries, disputes, and refunds.
Track customer satisfaction metrics (CSAT, ticket resolution time, and refund rates) and ensure customer service excellence.
Manage chargeback disputes, improving win rates and reducing refund losses.
???? E-Commerce Reporting & Performance Analysis
Generate and submit weekly and monthly e-commerce reports to the COO, including:
Sales performance & revenue insights
Order fulfillment efficiency & inventory health
Customer service metrics & chargeback analysis
Website traffic & conversion rates
Analyze trends and propose data-driven strategies to optimize growth and reduce inefficiencies.
???? Cross-Functional Collaboration
Work alongside the Warehouse Manager to ensure seamless coordination between inventory, fulfillment, and order tracking.
Align with the marketing team to ensure product launches, promotions, and e-commerce strategies are executed smoothly.
Provide feedback on website user experience, conversion rates, and customer journey improvements.
???? Multi-Brand Management & Time Allocation
Divide time effectively between different elements and brands within the e-commerce business.
Ensure smooth operational flow across multiple sales channels, product categories, and fulfillment centers.
Required Qualifications & Skills

? 5+ years of e-commerce operations experience, preferably with Shopify, Wix, or similar platforms.
? Strong leadership experience, managing and training teams across fulfillment, customer service, and operations.
? Project management expertise (Asana, and Trello Notion).
? Experience in SOP creation & process documentation for operational efficiency.
? Understanding of chargeback dispute management & customer service optimization.
? Ability to analyze e-commerce KPIs and generate data-driven reports for executive decision-making.
? Excellent communication and collaboration skills, working across warehouse, marketing, and leadership teams.

Preferred Qualifications

? Experience managing offshore customer service teams.
? Knowledge of digital marketing, PPC, or CRO (Conversion Rate Optimization).
? Experience with inventory forecasting & supply chain coordination.