Software Guidance & Assistance, Inc., (SGA), is searching for an Ecommerce Operations Manager for a FULL-TIME assignment with one of our premier Retail/Merchandise clients in Windermere and Orlando, FL

Ecommerce Operations Manager

We are seeking an experienced Ecommerce Operations Manager to oversee the day-to-day operations of our Shopify-based ecommerce business.

This is a hands-on operational leadership role for someone who understands the complete ecommerce lifecycle, from order placement and fulfillment through customer service, returns, reporting, and process improvement. The successful candidate will work directly with the CEO and be responsible for ensuring the ecommerce operation runs efficiently, accurately, and at scale.

Key Responsibilities

Ecommerce & Shopify Operations

• Manage Shopify Plus administration and daily store operations
• Oversee product setup, promotions, integrations, and order management
• Troubleshoot operational issues and support launches and campaigns
• Ensure store accuracy, functionality, and operational excellence

Fulfillment & Logistics

• Monitor order flow from purchase through delivery
• Coordinate with warehouses, 3PLs, and fulfillment partners
• Resolve fulfillment exceptions, shipping issues, returns, and exchanges
• Monitor inventory and proactively address operational challenges

Customer Experience

• Partner with customer service teams to deliver an exceptional customer experience
• Optimize Gorgias workflows, automations, and escalations
• Identify recurring customer issues and implement process improvements

Reporting & Performance

• Track and report key ecommerce KPIs, including:
  • Order volume
  • Fulfillment performance
  • Shipping and delivery issues
  • Returns and refunds
  • Customer service metrics
  • Inventory and operational exceptions
• Use Google Sheets and/or Excel to provide actionable business insights

Process Improvement

• Document workflows and create SOPs
• Improve operational processes and automation
• Reduce manual effort and increase efficiency
• Develop scalable systems, controls, and reporting capabilities

Required Experience

• 5+ years of ecommerce operations experience
• Strong hands-on Shopify or Shopify Plus experience
• Experience managing fulfillment, logistics, inventory, returns, and customer service operations
• Experience with Gorgias and ecommerce integrations
• Advanced proficiency in Google Sheets and/or Excel
• Strong KPI reporting and data analysis skills
• Experience working in remote, fast-paced ecommerce environments

Preferred Experience

• Apparel, merchandise, retail, sports, or DTC brands
• Ecommerce launches, product drops, peak-volume periods, or rapidly growing businesses

What We're Looking For

• Highly organized and detail-oriented
• Accountable and dependable
• Proactive problem solver
• Data-driven and operationally minded
• Customer-focused
• Strong communicator
• Comfortable working independently and directly with a CEO

Success in This Role

Within the first few months, you will:

• Take ownership of Shopify operations and fulfillment oversight
• Improve operational visibility through KPI reporting
• Strengthen processes and documentation
• Reduce operational escalations requiring CEO involvement
• Identify and implement efficiency improvements across the ecommerce ecosystem

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SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at https://sgainc.com/ .
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SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company EEO page to request an accommodation or assistance regarding our policy.