E-commerce, Logistics & Customer Service Manager

Catface•Austin, TX

3d•$90,000 - $95,000•Onsite

About The Position

Millions of people watch Aphmau's stories every week, and when they decide they want the plush, the hoodie, or the collectible, everything that happens next belongs to this department. The store, the marketplace listings, the freight, the inventory position, the launch that either goes smoothly or doesn't, and the person emailing about an order that arrived damaged. We're looking for an E-commerce, Logistics & Customer Service Manager in Austin, TX to own that whole system. Not to be its busiest individual contributor, its owner: team leadership, long-range commerce planning, sales and inventory forecasting, buying recommendations, logistics strategy, channel performance, customer service strategy, event commerce, executive reporting, and the processes and systems the department runs on. It's still a hands-on role. You'll be in the major escalations, the high-risk shipments, the biggest launches, and the decisions with real money attached. The rest belongs to strategy, forecasting, and the development of the people on your team. If you've run a direct-to-consumer business and want one with an unusually passionate audience and unusually spiky demand, this is that job.

Requirements

6+ years of e-commerce, marketplace, supply chain, or direct-to-consumer operations experience, including 2+ years of people leadership.
Demonstrated ownership of sales and inventory forecasting and buying or open-to-buy recommendations.
Hands-on experience with Shopify or comparable DTC platforms and Amazon Seller or Vendor Central, including FBA and account health.
Working knowledge of international freight, customs, and import documentation.
Experience setting customer service policies and managing escalations in a consumer brand environment.
Strong analytical skills and the ability to communicate risk and tradeoffs to executives clearly.
The discipline to delegate work you are good at and would enjoy doing yourself.

Nice To Haves

Experience with creator-led brands, fandom-driven products, or licensed entertainment merchandise.
Experience with event, pop-up, or convention commerce.
Experience managing a 3PL relationship or leading a warehouse or platform transition.
Familiarity with ERP or inventory planning systems beyond spreadsheets.
Genuine curiosity about the Aphmau universe, or the willingness to become a fast student of it.

Responsibilities

Lead annual and seasonal commerce planning, performance standards, and systems planning.
Own the consolidated monthly sales forecast, inventory and purchasing recommendations, and revenue, margin, and inventory risk analysis.
Lead monthly buying and inventory discussions and recommend or approve initial buys, reorders, transfers, and markdown actions within your authority.
Support the annual event and promotional calendar, with direct involvement in four major events a year.
Manage workload prioritization, one-on-ones, coaching, performance management, hiring, onboarding, and capacity assessment.
Recommend an e-commerce, Amazon, logistics, import, and customer service strategy and policy.
Build the delegation that lets the department scale, and hold the line on what stays with you.
Provide strategic oversight of roughly 25–50 active shipments and get directly involved in three to eight that are high-risk, delayed, expedited, or financially significant.
Oversee approximately 75 - 150 active SKU families across channels and lead the highest-value launches, promotions, and marketplace issues.
Support monthly customer contacts, engage directly in major escalations, and approve high-value refunds, replacements, and accommodations.
Manage freight forwarder, customs broker, carrier, warehouse, and platform provider relationships and performance.
Sponsor two major process or system improvements per year.
Own department dashboards, performance standards, and escalation frameworks.
Coordinate with Merchandise, Production, Marketing, and Warehouse partners and communicate material risks to executive leadership.