Senior Ecommerce Operations Manager

Department: Ecommerce

Reports To: VP of Ecommerce / Executive Leadership

Direct Reports: Customer Service Manager (overseeing international CS team), external development agencies, cross-functional project stakeholders

Location: New York City (In-Office)

Compensation Range: $120k - $145k base salary

About The Role

Vida Shoes International is looking for a Senior Ecommerce Operations Manager to lead and scale our growing ecommerce division. This role owns our ecommerce technology ecosystem, platform performance, operational workflows, and cross-functional execution across roughly seven Shopify websites. The ideal candidate is systems-oriented and execution-focused, with deep Shopify expertise, technical fluency, and a track record managing complex initiatives in high-growth environments. Responsibilities include overseeing key internal and external partners, including a Customer Service Manager leading an international support team. This is a senior leadership role for an experienced operator who understands how technology, fulfillment, and customer experience connect to drive revenue and efficiency.

Key Responsibilities

Ecommerce Platform & Technology

• Own and manage the full ecommerce technology ecosystem across all digital properties, including Shopify/Shopify Plus infrastructure, third-party integrations, and operational workflows.
• Serve as the internal subject matter expert on ecommerce platforms and front-end architecture, partnering with developers, agencies, and technical vendors.
• Oversee issue prioritization, troubleshooting, and platform optimization to ensure scalability, stability, and efficiency across all sites.
  
  
  

Development Strategy & Process

• Own the ecommerce development roadmap, sprint planning, QA standards, release management, and development budgets and agency relationships.
• Partner with UX & Conversion teams to align development initiatives with conversion optimization and site performance goals.
• Establish the foundation for a future in-house development team, including process design, tooling, and hiring strategy.
  
  
  

OMS, Systems & Operational Infrastructure

• Own the Order Management System (OMS) roadmap, including enhancements, troubleshooting, and optimization; serve as primary liaison between ecommerce and enterprise technology stakeholders.
• Define business requirements, validate technical solutions, and ensure accurate data flow across all systems and workflows.
• Maintain documentation and operational clarity across all ecommerce systems and processes.
  
  
  

Project Management & Site Launches

• Lead end-to-end execution of ecommerce site launches, migrations, feature enhancements, and major platform initiatives with minimal business disruption.
• Build and maintain project timelines, accountability structures, and launch roadmaps, coordinating cross-functional teams across ecommerce, merchandising, logistics, marketing, finance, and technology.
  
  
  

Customer Experience & Service Leadership

• Directly manage the Customer Service Manager responsible for the international customer service organization.
• Improve CS workflows, escalations, support tooling, and KPIs; ensure alignment between ecommerce systems, customer support, and fulfillment operations.
  
  
  

Fulfillment, Optimization

• Collaborate with warehouse and logistics teams to improve fulfillment workflows, shipping operations, inventory accuracy, and post-purchase experiences.
• Identify operational inefficiencies and implement scalable process improvements.
  
  
  

Strategic & Cross-Functional Leadership

• Partner with executive leadership on ecommerce operational strategy, systems planning, and organizational scalability.
• Translate business needs into operational and technical solutions.
• Evaluate and implement AI tools and automation opportunities to improve efficiency and operational output.
• Drive accountability, operational excellence, and process discipline across the ecommerce organization.
  
  
  

Qualifications

Required

• 6 - 8 years in ecommerce operations, digital operations, or ecommerce technology management; 5 years in cross-functional leadership roles.
• Deep hands-on experience with Shopify or Shopify Plus ecosystems.
• Strong understanding of ecommerce architecture
• Strong understanding of integrations, OMS systems, fulfillment workflows, and operational infrastructure.
• Experience managing development agencies, external vendors, and ecommerce development budgets.
• Demonstrated success leading complex ecommerce projects, platform launches, or migrations.
• Technical fluency with front-end concepts including HTML, CSS, and JavaScript.
• Excellent project management, prioritization, and organizational skills.
  
  
  

Preferred

• Experience in footwear, fashion, apparel, or consumer goods ecommerce.
• Exposure to ERP, WMS, warehouse operations, and high-growth ecommerce environments.
• Experience implementing automation and AI-enabled workflows.
• Prior experience building or scaling internal operational or development teams.
  
  
  

Who You Are

• A systems thinker who naturally understands how ecommerce operations, technology, and customer experience connect.
• Highly organized, detail-oriented, and comfortable managing multiple complex workstreams simultaneously.
• A strong communicator capable of bridging technical and non-technical teams.
• Proactive, solutions-oriented, and operationally rigorous in fast-paced, evolving environments.
• Excited by ecommerce innovation, operational excellence, and building scalable infrastructure.
  
  
  

Thank you in advance for your interest in this opening. Vida Shoes International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. At this time, only qualified candidates will be contacted.