About Healthy Back InstituteSince 2003, the Healthy Back Institute (HBI) has helped millions of people reclaim their freedom from pain. We are a fast-moving, direct-to-consumer health and wellness company built on a foundation of six core values: Freedom, Love, Team, Growth, Excellence, and Courage.We are currently migrating from a legacy tech stack to a modern commerce platform centered on UltraCart, and we are hiring an eCommerce Operations Manager to own the systems that power our business end-to-end.The OpportunityThis is a hands-on ownership role, not a strategic or people management position. You will be the primary operator of HBI’s revenue and commerce systems, ensuring that marketing, checkout, payments, subscriptions, fulfillment, and customer experience run cleanly and without bottlenecks. You will act as the business-facing systems owner, working directly inside platforms, maintaining integrations, and enabling teams to move fast without depending on engineering. This role reports directly to the COO and is a full-time, exempt individual contributor position.What You’ll OwnSystem Operations & ReliabilityOwn configuration, setup, and ongoing health of all core commerce systemsEnsure orders, payments, subscriptions, and fulfillment run cleanly without manual interventionIdentify and resolve system issues quickly to prevent revenue disruptionExecution Inside SystemsConfigure and build products, offers, subscriptions, funnels, upsells, and workflowsEnable Marketing and Customer Success to execute campaigns and changes without engineering dependencyIntegrations & Data FlowMaintain and troubleshoot connections across marketing → commerce → fulfillment → customer successIdentify and resolve broken integrations, data inconsistencies, and workflow gapsVendor & Platform OwnershipServe as HBI’s primary point of contact with all system vendors and platformsDrive issue resolution, escalations, and improvements with urgency. You direct vendors, not the other way aroundValidate system outputs, data accuracy, and implementation qualityEnsure HBI maintains control and internal understanding of all system behaviorReporting & DataPartner with the business to define key metrics, data definitions, and reporting requirementsSupport creation of standardized reporting frameworksInterface with BI resources for dashboard development; own what should be measured and howDocumentation & ProcessDocument all systems, workflows, and dependenciesBuild repeatable processes that reduce risk and reliance on individualsWhat Success Looks LikeOrders, payments, subscriptions, and fulfillment run cleanly with no manual interventionMarketing, commerce, fulfillment, and CS systems are fully connectedFunnels and offers can be launched without engineering supportSystem issues are identified and resolved quicklyReporting is accurate, standardized, and trusted across the businessSystems in ScopeCore PlatformsUltraCart (system of record)Klaviyo (email and SMS lifecycle)ShipMonk (fulfillment)Chargebacks911 (revenue protection)Call center platformBigQuery (reporting layer)Supporting ToolsVWO, GTmetrix, landing page tools as neededGoogle Workspace (light admin)What You BringRequired5+ years in systems, technical operations, revenue operations, or eCommerce operations rolesHands-on experience owning or operating end-to-end commerce systems, including front-end funnels, checkout flows, payment gateways, and subscription managementProven ability to configure and execute directly inside platforms (not just manage vendors or write tickets)Ability to troubleshoot system issues at the root level: data flows, logs, and integrationsExperience maintaining system stability across the order → payment → fulfillment lifecycleComfort working with and documenting system workflows, dependencies, and architecturePreferred BackgroundsExperience in DTC, eCommerce, SaaS, or subscription-based environmentsHands-on experience with modern commerce platforms such as UltraCart, Shopify Plus, Recharge, Salesforce Commerce Cloud, or similarFamiliarity with email/SMS platforms such as Klaviyo, Attentive, or PostscriptExposure to reporting and BI layers (e.g., BigQuery, Looker, Tableau, or similar)BonusTechnical depth: ability to read logs, navigate APIs, or interpret data structuresExperience supporting or defining business intelligence and reporting systemsFamiliarity with data modeling or dashboard toolsWho You AreAn end-to-end owner who takes accountability for how systems perform, not just whether they’re runningHands-on and execution-oriented: you work directly inside platforms, not through ticketsA systems optimizer who improves what exists rather than rebuilding from scratchA business translator who bridges the gap between what teams need and what systems doData-aware: you understand how data flows across systems and how to define what mattersA vendor driver who holds vendors accountable and prevent HBI from becoming dependent on themAbout the TeamThe Business Enablement Operations team ensures that systems, workflows, and data infrastructure support efficient and scalable operations across HBI. You will partner closely with Customer Success, Finance, Supply Chain, Marketing, and external vendors and technical partners.A Note on Our Platform MigrationHBI is actively transitioning from a legacy system to UltraCart. This role is not responsible for executing the full migration alone. External technical resources will handle data extraction, subscription and token handling, and complex integrations. You will own coordination, system setup, output validation, and full platform ownership post-migration.If you’ve built your career owning systems end-to-end in a fast-moving DTC or subscription environment and want real ownership over how a business runs, we’d love to hear from you!We Got You100% Distributed Organization (work from anywhere)Paid holidays + take it when you need it PTO!Benefits-of course! Medical, dental, and vision.401k ProgramEducational AssistanceWhere We Kick It100% of our Team works remotely, from their home office!We use various technology to stay connected—SLACK, Gmail, Phone, Google Meets, etc.Super engaged team atmosphere—you’ll have a friend in every stateNo Commute. No Gas Costs. No fancy dress code.Dog-friendly crew—Your fur babies love that you work from homeThe Fun StuffTake a five-minute Meditation class on the Health & Wellness SLACK ChannelGo for a quick stroll with RoverWalk your journey towards self-discovery via HBI’s personal growth library.Huddle with a Co-Worker across the country!
