Manager, eCommerce Operations

SVP Worldwide•Nashville, TN

10h•Hybrid

About The Position

The eCommerce Operations Manager owns the day-to-day administration of the tools and processes that power our DTC channel, including fraud, returns, financing, loyalty, reviews, subscriptions, PIM/DAM, and access management. This is an execution-focused, detail-oriented role requiring deep platform expertise across a broad tool stack. You report to the Senior Director of Global eCommerce and serve as the functional subject matter expert for every platform in your scope.

Requirements

2–5 years of hands-on eCommerce operations experience, ideally at a DTC brand.
Direct experience working inside several of the platforms listed above.
Detail-oriented, proactive communicator who flags problems early with context.
Comfortable pulling and reading your own data; strong documentation habits.

Nice To Haves

Experience with Recharge, Okta, or a PIM/DAM (e.g., Salsify, Bynder).
Familiarity with Shopify, BNPL providers (Affirm, Klarna), or fraud tools (Signifyd, NoFraud).

Responsibilities

Own day-to-day relationships with platform vendors: open and track tickets, attend check-ins, and see issues through to resolution.
Track renewal dates and contract terms; flag upcoming renewals with enough lead time for proper evaluation.
Assess new features and upsell pitches; summarize the case for or against to the Sr. Director.
Stay current on release notes, deprecations, and pricing changes, proactively bring anything relevant to the team.
Test all platform changes, feature rollouts, and integration updates end to end before they go live.
Maintain a living library of SOPs, configuration notes, and runbooks for every platform you own. Keep them updated when things change.
Review fraud queues, flagged orders, and chargeback alerts daily. Adjust rules and thresholds as needed without creating customer friction.
Own returns portal configuration; handle CS escalations and exceptions. Pull return rate data regularly by product, reason, and channel and flag trends early.
Own checkout financing (BNPL) configuration and monitor completion rates for financed orders. Flag drop-offs quickly.
Run day-to-day loyalty operations: point adjustments, tier rules, reward configurations, and data corrections.
Manage the reviews platform: ensure post-purchase requests fire correctly, content displays properly, and moderation queues are current.
Serve as the primary hands-on user of the PIM and DAM. Maintain data quality and asset organization; manage publishing workflows and catch errors before they reach the site.
Own Recharge configuration: subscription setup, billing rules, skip/pause/cancel flows, and dunning settings. Monitor subscriber health daily for failed payments, churn, and billing errors.
Maintain a regular reporting cadence across platforms, fraud rates, return rates, subscriber health, review volume, PIM completeness, and access hygiene, and deliver it without being asked.