Hadley Designs
Retail
DTCEcommerceOperationsLead
Neural analysis suggests this role is
optimal for Mid candidates.
“DTC Ecommerce Operations Lead at Hadley Designs. Skills: Shopify store operations, customer experience, order operations, fulfillment, store integrity, systems and SOPs, automation, reporting, compliance. Take full ownership of Shopify store operations and customer experience. Eliminate inconsistencies across the site, including broken links, outdated promotions, and conflicting messaging”
What You'll Achieve.
Reduction in support ticket rate per 1000 orders; Reduction in reshipment rate per 1000 orders; Zero compliance issues; At least one new AI automation implemented per week; Zero reported issues with broken links, incorrect promotions, or inaccurate information; store that runs without chaos; Orders flow cleanly; Customers feel confident; Problems are solved before they scale
Industry & Context.
solve problems independently; create clarity where others see complexity; Resolve failed orders, inventory issues, and discrepancies; Triage and resolve support tickets based on urgency; Identify patterns in customer feedback and recommend improvements; Identify trends, anomalies, and risks early
What They're Looking For.
Must Have
2 to 5 years of experience managing Shopify store operations, Highly detail-oriented, Written communicator who can simplify complex information, Hands-on experience with order management, fulfillment, and customer service, Understand Shopify apps, backend systems, and troubleshooting workflows, Build systems, not just solutions, Thrive in a fast-moving, high-growth environment, Comfortable working cross-functionally while maintaining ownership
What You'll Do.
Take full ownership of Shopify store operations and customer experience
Eliminate inconsistencies across the site
including broken links
and conflicting messaging
and pre-order communication across all touchpoints
Build and document SOPs for all operational workflows
Implement systems and automations that reduce manual work and customer confusion
Respond to customer inquiries via Shopify inbox and social channels
Triage and resolve support tickets based on urgency
Identify patterns in customer feedback and recommend improvements
Ensure all communication is clear
and aligned with current messaging
Monitor order flow across Shopify
Resolve failed orders
Coordinate with fulfillment teams to ensure timely delivery
Manage split shipments
and out-of-stock scenarios
Track and resolve missing or delayed packages
Audit the website for broken links
and outdated promotions
Ensure consistency across product pages
Validate all messaging related to shipping and pre-orders
Support promotion setup and ensure backend accuracy
Build and maintain SOPs for recurring workflows
Identify inefficiencies and implement automation using tools like Shopify Flow
Optimize customer service platforms such as Gorgias
Improve post-purchase experience and operational workflows
Support system cleanup and tool evaluation
Deliver weekly Shopify performance reports
Track key metrics such as CAC
and funnel performance
Ensure data accuracy for decision-making
Maintain compliance across ADA
and tracking regulations
Review product pages and campaigns for compliance risks
Ensure all required tools and disclosures are functioning properly
Stay updated on platform policies and changes
Identify repetitive tasks and convert them into automated workflows
Use AI tools to improve efficiency in customer service and operations
Build prompt libraries and scalable systems
Continuously reduce manual workload while maintaining accuracy
How You'll Work.
Team & Collaboration
comfortable working cross-functionally; meaningful collaboration across teams
Communication Scope
written communicator who can simplify complex information; Ensure all communication is clear, accurate, and aligned with current messaging
Full Job Description
### **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 Designs** Hadley 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 Role** **DTC Ecommerce Operations Lead** _Also known as: Shopify Operations Manager | Ecommerce Operations Lead | Customer Experience Operations Manager_ This 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 Focus** * Take full ownership of Shopify store operations and customer experience * Eliminate inconsistencies across the site, including broken links, outdated promotions, and conflicting messaging * Standardize shipping, split shipment, and pre-order communication across all t
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