Business Operations Manager, eCommerce Systems

Healthy Back Institute•Dallas, TX

2d•Remote

About The Position

Since 2003, the Healthy Back Institute (HBI) has helped millions of people reclaim their freedom from pain. We are a fast-moving, direct-to-consumer health and wellness company built on a foundation of six core values: Freedom, Love, Team, Growth, Excellence, and Courage. We are currently migrating from a legacy custom-development tech stack to a modern, SaaS-native commerce platform centered on UltraCart. As part of that transition, we are building out a Business Operations Manager team- a group of senior individual contributors who report into the COO and operate as a shared service across the company. Each Business Operations Manager serves a specific business unit and owns a company-wide specialty. This role's specialty is systems and data. This is a hands-on ownership role and the company-wide expert on our revenue and commerce systems. You will not manage people; you will own the platforms that run our business. As we sunset our internal custom-development team, you will essentially replace that function- translating business needs into SaaS-native architecture, configuring directly inside platforms, owning integrations end-to-end, and ensuring that marketing, checkout, payments, subscriptions, fulfillment, and customer experience all run cleanly. You will be the technical partner to the COO on commerce, payments, and revenue systems strategy, and the systems-thinking translator who unblocks marketing, customer success, and finance when vendors say “that's not possible.” This is a full-time, exempt individual contributor position reporting to the COO.

Requirements

5+ years in systems, technical operations, revenue operations, or eCommerce operations roles
Hands-on experience owning or operating end-to-end commerce systems, including front-end funnels, checkout flows, payment gateways, and subscription management
Working knowledge of payment infrastructure: MIDs, payment gateways, stored credential frameworks, authorization rates, and decline / Dunning management
Proven ability to configure and execute directly inside platforms (not just manage vendors or write tickets)
Ability to troubleshoot system issues at the root level: data flows, logs, and integrations
Systems thinking — the ability to reformulate “this isn't possible” answers from vendors into questions that can actually be solved within a SaaS architecture
Experience maintaining system stability across the order → payment → fulfillment lifecycle
Comfort working with and documenting system workflows, dependencies, and architecture

Nice To Haves

Experience in DTC, eCommerce, SaaS, or subscription-based environments
Hands-on experience with modern commerce platforms such as UltraCart, Shopify Plus, Recharge, Salesforce Commerce Cloud, or similar
Familiarity with email/SMS platforms such as Klaviyo, Attentive, or Postscript
Exposure to reporting and BI layers (e.g., BigQuery, Looker, Tableau, or similar)
Background that includes both legacy/custom-development and SaaS-native environments — with a clear point of view on the differences
Bonus Technical depth: ability to read logs, navigate APIs, or interpret data structures
Experience supporting or defining business intelligence and reporting systems
Familiarity with middleware solutions for non-native platform integrations
Familiarity with data modeling or dashboard tools

Responsibilities

Own configuration, setup, and ongoing health of all core commerce systems
Ensure orders, payments, subscriptions, and fulfillment run cleanly without manual intervention
Identify and resolve system issues quickly to prevent revenue disruption
Configure and build products, offers, subscriptions, funnels, upsells, and workflows directly inside UltraCart and connected platforms
Enable Marketing and Customer Success to execute campaigns and changes without engineering dependency
Translate “we need X” from business teams into platform-native solutions
Own the technical understanding of our payment infrastructure: payment gateways, Merchant IDs (MIDs), stored credential frameworks, network transaction IDs (NTIDs), and authorization rate optimization
Partner with finance and the COO on technical solutions to revenue protection challenges, including Dunning management, decline recovery, and chargeback handling
Understand the architectural implications of one-time vs. recurring revenue models and ensure our system design supports both without sacrificing authorization rates
Recognize when current technical design is harming revenue and propose SaaS-native solutions
Maintain and troubleshoot connections across marketing → commerce → payments → fulfillment → customer success
Identify and resolve broken integrations, data inconsistencies, and workflow gaps
Recognize when native integrations are sufficient and when middleware is the better architectural choice for non-native functionality
Serve as HBI's primary point of contact with all system vendors and platforms
Direct vendors with urgency- drive issue resolution, escalations, and improvements. You direct vendors, not the other way around
Reformulate the question when vendors say “no”- recognize when a request is being asked in a custom-development way and translate it into a SaaS-native question that can actually be solved
Validate system outputs, data accuracy, and implementation quality
Ensure HBI maintains control and internal understanding of all system behavior
Partner with the business to define key metrics, data definitions, and reporting requirements
Support creation of standardized reporting frameworks across the company
Interface with BI resources for dashboard development; own what should be measured and how
As the company-wide specialty owner for systems and reporting, set the standards other Business Operations Managers and business units work within
Document all systems, workflows, dependencies, and integrations
Build repeatable processes that reduce risk and reliance on individuals