Ready to build something that truly matters?Every parent wants clarity, confidence, and connection when it comes to their child’s learning. They want to feel proud of the choices they make and trust the tools they bring into their home. At Hadley Designs, we make that possible by creating products that turn everyday moments into meaningful learning experiences.But none of that works without a seamless, trustworthy customer experience. A store that runs flawlessly. Messaging that is clear. Operations that feel effortless to the customer.That’s where you come in.About Hadley DesignsHadley Designs is a family-founded, female-led brand redefining early education through creativity, beauty, and connection.We believe learning should be fun and engaging. We don’t just sell products, we shape futures. Our mission is to create screen-free, hands-on learning tools that build confidence, spark curiosity, and bring families closer together.Every product we design is rooted in purpose. Beautiful design creates better learning, and every detail matters. From the first click to the moment a child lights up with understanding, we are committed to delivering an experience families can trust.About the RoleEcommerce Fulfillment & Operations ManagerAlso known as: Shopify Operations Manager | Ecommerce Operations Lead | Customer Experience Operations ManagerThis role is the backbone of our direct-to-consumer experience. You will own the performance, accuracy, and clarity of our Shopify store from end to end.Your mission is simple and powerful. Ensure every customer fully understands what they are buying and when they will receive it before they complete their purchase.Your Core FocusTake full ownership of Shopify store operations and customer experienceEliminate inconsistencies across the site, including broken links, outdated promotions, and conflicting messagingStandardize shipping, split shipment, and pre-order communication across all touchpointsBuild and document SOPs for all operational workflowsImplement systems and automations that reduce manual work and customer confusionWhat You’ll DoCustomer Experience Management (Daily)Respond to customer inquiries via Shopify inbox and social channelsProcess refunds, reships, cancellations, and order updatesTriage and resolve support tickets based on urgencyIdentify patterns in customer feedback and recommend improvementsEnsure all communication is clear, accurate, and aligned with current messagingOrder Operations and Fulfillment (Daily)Monitor order flow across Shopify, Base, and Amazon MCFResolve failed orders, inventory issues, and discrepanciesCoordinate with fulfillment teams to ensure timely deliveryManage split shipments, pre-orders, and out-of-stock scenariosTrack and resolve missing or delayed packagesStore Integrity and Accuracy (Weekly)Audit the website for broken links, incorrect pricing, and outdated promotionsEnsure consistency across product pages, landing pages, and collectionsValidate all messaging related to shipping and pre-ordersSupport promotion setup and ensure backend accuracySystems, SOPs, and Automation (Weekly)Build and maintain SOPs for recurring workflowsIdentify inefficiencies and implement automation using tools like Shopify FlowOptimize customer service platforms such as GorgiasImprove post-purchase experience and operational workflowsSupport system cleanup and tool evaluationGrowth Operations and Reporting (Weekly)Deliver weekly Shopify performance reportsTrack key metrics such as CAC, LTV, and funnel performanceIdentify trends, anomalies, and risks earlyEnsure data accuracy for decision-makingCompliance and Risk Management (Weekly)Maintain compliance across ADA, privacy policies, and tracking regulationsReview product pages and campaigns for compliance risksEnsure all required tools and disclosures are functioning properlyStay updated on platform policies and changesAI and Automation Ownership (Ongoing)Identify repetitive tasks and convert them into automated workflowsUse AI tools to improve efficiency in customer service and operationsBuild prompt libraries and scalable systemsContinuously reduce manual workload while maintaining accuracyHow Success Is MeasuredReduction in support ticket rate per 1000 ordersReduction in reshipment rate per 1000 ordersZero compliance issuesAt least one new AI automation implemented per weekZero reported issues with broken links, incorrect promotions, or inaccurate informationSuccess looks like a store that runs without chaos. Orders flow cleanly. Customers feel confident. Problems are solved before they scale.RequirementsWho You AreYou are a systems-driven operator who takes pride in getting the details right.You think like an owner. You move quickly, solve problems independently, and take full responsibility for outcomes. You don’t wait for direction. You create clarity where others see complexity.You have 2 to 5 years of experience managing Shopify store operationsYou are highly detail-oriented and catch inconsistencies others missYou are a strong written communicator who can simplify complex informationYou have hands-on experience with order management, fulfillment, and customer serviceYou understand Shopify apps, backend systems, and troubleshooting workflowsYou build systems, not just solutionsYou thrive in a fast-moving, high-growth environmentYou are comfortable working cross-functionally while maintaining ownershipYou believe in excellence over easy. You take initiative. You close loops. You care deeply about doing things the right way.BenefitsWhy You’ll Love Working HereAt Hadley Designs, your work directly impacts families around the world.You are not just managing operations. You are helping create a seamless experience that allows parents to feel confident, supported, and proud of their choices.You will enjoy:A remote-first environment that gives you flexibility and autonomyThe ability to manage your schedule with trust and accountabilityDirect access to leadership and meaningful collaboration across teamsOpportunities to build systems, implement ideas, and drive real impactAccess to training, tools, and continuous learningA decade-strong, family-founded brand with a clear mission and visionFree access to products that are changing how children learnHadley Designs is a remote-first company built on trust, creativity, and autonomy. We’re a small but mighty team that believes in balancing excellence with flexibility.Apply TodayApply today and help us make learning fun, engaging, and screen-free for families everywhere.
