E-Commerce Operations & Customer Experience Lead

Midwest Shoe Merchants•Brookfield, WI

8h•$52,000 - $66,560•Onsite

About The Position

Midwest Shoe Merchants is seeking a full-time E-Commerce Operations & Customer Experience Lead to grow and optimize our online business from our Brookfield, Wisconsin location. This role blends exceptional customer service with hands-on ownership of our Shopify storefront and day-to-day e-commerce operations, while leading and supporting a small team responsible for customer service and online order fulfillment. If you love helping customers, improving digital experiences, and developing people, this is a role where you'll have real impact. You'll balance daily execution with coaching, workflow coordination, and continuous improvement across our e-commerce operations. This is a working lead role: you'll remain hands-on with customer interactions and website operations, while also setting priorities, coaching team members, and ensuring consistent service standards. The role is ideal for someone who enjoys leading by example, improving processes, and building a strong, customer-focused team. What the Role Looks Like Customer Experience Leadership You'll be a friendly, solution-focused point of contact for our online customers and a leader in delivering consistent, high-quality service. You will: Respond to customer inquiries via email, phone, and live chat Assist with orders, shipping, returns, exchanges, and product-related questions Troubleshoot issues, provide clear solutions, and follow through to resolution Identify recurring customer issues and recommend process or system improvements to enhance the experience Every interaction is an opportunity to build trust and reinforce our mission of delivering exceptional fit, comfort, and service. E-Commerce Platform & Technology Operations You'll take hands-on ownership of the day-to-day operation of our Shopify storefront, ensuring the site runs smoothly, accurately, and efficiently. Your responsibilities will include: Managing the daily operations of the Shopify site Maintaining accurate product pages, images, descriptions, and categories Managing and optimizing Shopify apps, integrations, and inventory connections Performing light front-end updates using theme editors and basic HTML/CSS or no-code tools Troubleshooting site issues and coordinating fixes with internal teams or external partners Supporting SEO best practices and maintaining a clear site structure Identifying workflow improvements, automation opportunities, and operational efficiencies This is a hands-on role where your technical judgment and attention to detail directly impact site performance and customer experience. Digital Merchandising & Marketing Support You'll also partner closely with the Marketing team to support promotions and keep the site fresh and engaging. This includes: Executing promotions, campaigns, and homepage updates Supporting digital merchandising through product organization and visibility improvements Ensuring site content aligns with brand standards and marketing priorities Providing operational input to help scale and grow the e-commerce business Fulfillment & Operations While fulfillment is a smaller part of the role, your support keeps operations running smoothly when needed. You'll: Process and pack online orders accurately and efficiently Inspect and process returns, update systems, and restock items as needed Maintain an organized, efficient backroom and support basic inventory tasks How You Work No matter the task, you model the Midwest Shoe Merchants pillars: You Never Settle - you strive for accuracy, efficiency, and continuous improvement You Elevate Relationships - you support your team and treat every customer with care You Make an Impact - you understand that each package and conversation matters

Requirements

3+ years of experience in e-commerce, digital retail, or related online business environment
Bachelor's degree or equivalent practical experience
Hands-on experience managing a Shopify storefront and familiarity with Shopify apps, integrations, and basic site functionality
Working knowledge of basic HTML/CSS or comfort using no-code tools
General understanding of SEO principles and website or e-commerce analytics
Strong attention to detail with an organized, task-driven approach
Friendly, clear, and thoughtful communication style
Comfort balancing customer service responsibilities with operational and platform work

Nice To Haves

Experience taking ownership of projects, workflows, or small teams
Collaborative mindset with a natural "How can I help?" approach
Retail or footwear industry experience

Responsibilities

Respond to customer inquiries via email, phone, and live chat
Assist with orders, shipping, returns, exchanges, and product-related questions
Troubleshoot issues, provide clear solutions, and follow through to resolution
Identify recurring customer issues and recommend process or system improvements to enhance the experience
Managing the daily operations of the Shopify site
Maintaining accurate product pages, images, descriptions, and categories
Managing and optimizing Shopify apps, integrations, and inventory connections
Performing light front-end updates using theme editors and basic HTML/CSS or no-code tools
Troubleshooting site issues and coordinating fixes with internal teams or external partners
Supporting SEO best practices and maintaining a clear site structure
Identifying workflow improvements, automation opportunities, and operational efficiencies
Executing promotions, campaigns, and homepage updates
Supporting digital merchandising through product organization and visibility improvements
Ensuring site content aligns with brand standards and marketing priorities
Providing operational input to help scale and grow the e-commerce business
Process and pack online orders accurately and efficiently
Inspect and process returns, update systems, and restock items as needed
Maintain an organized, efficient backroom and support basic inventory tasks