E-Commerce Ops & Success Manager

Sundae School is a flower lifestyle brand rooted in Korean culture, known for comfort-maxxing “inactivewear” and hanbok-inspired wardrobe staples. We design garments and experiences that help people take a break — from padded fleeces and hanbok suits to everyday uniforms for work, play, and rest.

We’re looking for a hands-on E-Commerce Operations & Success Manager to own everything that happens from factory to customer’s closet: 3PL, warehouse inbounds, Shopify uploads, and customer support.

The E-Commerce Operations & Success Manager is responsible for the full post-production lifecycle:

• When product leaves our manufacturers
• When it is received and stocked into our 3PL warehouse
• When it is set up correctly in Shopify (SKUs, barcodes, variants, bundles)
• When it ships out on time and arrives in great condition
• When customers need help with orders, returns, or questions

In many fashion and DTC brands, this role is the primary liaison with 3PL partners, owning inventory stock-in, order fulfillment, shipping logistics, and issue resolution, while also overseeing ecommerce KPIs and customer service experience. 

You will be both strategic and in the weeds: building processes, owning tools, and personally jumping in where needed.

• Serve as day-to-day point of contact for our 3PL(s) and carriers.
• Own inbound logistics from manufacturers to warehouse: ASNs, receiving schedules, carton labeling, and ensuring correct counts and QC on arrival.
• Monitor daily fulfillment performance and enforce SLAs with the 3PL.
• Resolve issues quickly: mis-ships, damages, inventory discrepancies, and delays.
• Prepare for seasonal peaks (fleece pre-orders, outerwear drops, sales) through clear capacity planning.

• Own inventory accuracy across 3PL and Shopify.
• Create all SKUs, barcodes, variants, bundles, and product metadata in Shopify following clean naming and data conventions.
• Support pre-orders, replenishments, and end-of-season changes with correct site-level logic and inventory routing.
• QA all backend elements for promotions, discount codes, price changes, and shipping profiles.

This role is the caretaker of the Sundae School digital storefront. You maintain order, accuracy, and merchandising clarity across the site.

• Upload all new products into Shopify, ensuring complete and accurate data: Titles, descriptions, SKUs, barcodes, variants, images, alt-text, size charts, pricing, cost of goods, and metadata.
• Maintain a consistent product taxonomy (collections, tags, categories) so customers can find what they need easily.
• Own ongoing catalog cleanliness: removing duplicates, fixing naming errors, ensuring consistent formatting across seasons.

• QA every PDP for accuracy: price, size availability, variant logic, shipping/tax settings, fabric details, imagery sequencing, and mobile responsiveness.
• Partner with design creative to keep imagery fresh and aligned with new campaigns.
• Update PDPs as inventory shifts — adjust featured images, reorder variants, add or remove low-stock messaging.

• Curate and maintain homepage, collection pages, and product grid layouts based on sell-through, inventory health, launch priorities, and brand storytelling.
• Remove or hide sold-out products based on merchandising goals; surface high-converting or high-inventory SKUs.
• Reorder product tiles based on seasonality, trend relevance, and data-backed performance.
• Coordinate launch timing so collection pages switch over at the exact moment a drop goes live.
• Ensure the site visually reflects reality: what’s available, what’s important, and what should be pushed forward.

• Review inventory daily to identify: 
• Low-stock items that should be pulled back from hero positions
• Items with deep inventory that should be pushed to top of collections
• Bundling or promo opportunities for slow-moving categories
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• Work closely with merchandising to update collections around weekly or seasonal priorities.

• Translate line sheets and production calendars into launch-ready Shopify setups.
• Manage product activation, go-live timing, internal QA checklists, and launch-day monitoring.
• Ensure landing pages and site sections for campaigns are correctly configured on both desktop and mobile.
• Support growth with operational setup for influencer drops, seasonal edits, and promotional events.

• Lead customer support through tools like RichPanel/ Gorgias/Zendesk: WISMO, returns, exchanges, size questions, shipping issues.
• Build and refine macros, templates, and FAQs.
• Operate and optimize returns & exchanges workflows with 3PL support.
• Track and improve CSAT, response times, and resolution times.

• Define and maintain dashboards for ecommerce operational metrics:
• Fulfillment time, error rate, inventory accuracy, return rate, CSAT, etc.
• Provide weekly insights to production, design, growth, and leadership.
• Identify bottlenecks in 3PL, Shopify workflows, and team processes — and propose fixes.

• With production on inbound timelines and QC.
• With merchandising on site strategy, collections, and PDP accuracy.
• With creative/marketing on product launches, homepage updates, and visuals.
• With finance on landed cost tracking, inventory valuation, and forecasting.

• 3–5 years of experience in ecommerce operations, fulfillment, or supply chain, ideally at a DTC fashion or lifestyle brand.
• Direct experience managing 3PLs and working with Shopify is a must. (Bonus: experience with ShipBob, Deposco, or similar WMS/OMS tools.) 
• Comfortable owning both backend operations (inventory, 3PL, systems) and customer-facing support in a single role.
• You love process, but you’re not precious: you’ll write the SOP, run the test, look at the data, and then rewrite the SOP if needed.
• Strong analytical skills; you’re fluent in spreadsheets and can turn raw data into clear recommendations.
• Detail-obsessed and organized — a mislabeled variant or wrong barcode bothers you on a spiritual level.
• Comfortable in a fast-moving, founder-led environment with changing priorities; you prefer “ship and refine” over waiting for perfect.
• You care about clothes, creativity, and helping people feel more like themselves in what they wear.

• Experience with apparel specific workflows: size runs, pre-packs, EAN/UPC barcoding, and managing fit/size exchanges.
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• Experience supporting wholesale / B2B shipments via the same 3PL (cartonization, routing guides, EDI, etc.).
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• Familiarity with helpdesk tools (Gorgias, Zendesk, Front) and return platforms (Loop, AfterShip Returns, etc.).
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• Passion for Korean culture, streetwear, or independent fashion.

In your first 6–12 months, you will have:

• Reduced order-to-ship and error rates with our 3PL through better SLAs, SOPs, and monitoring.
• Cleaned and standardized our SKU, barcode, and product data structure in Shopify.
• Built a reliable, repeatable launch and replenishment process for new drops and pre-orders.
• Established a customer support system with clear macros, response standards, and reporting.
• Given the team radical visibility into what’s happening between factory → warehouse → site → customer every week.