eCommerce Systems Manager

Healthy Back Institute•Dallas, TX

1d•Remote

About The Position

Healthy Back Institute (HBI) is seeking an eCommerce Systems Manager to be the company-wide expert on revenue and commerce systems. This is a hands-on ownership role where you will manage platforms like UltraCart, ensuring seamless operations for marketing, checkout, payments, subscriptions, and fulfillment. You will translate business needs into SaaS-native architecture, own integrations, and serve as the technical partner to the COO on commerce and revenue systems strategy. This role requires a systems-thinking approach to unblock various departments and involves close collaboration with senior leadership across the company, including the COO, CMO, Customer Success, and Finance. This is a full-time, exempt individual contributor position reporting to the COO.

Requirements

Hands-on experience personally diagnosing recurring-billing and payment-gateway failures down to the root cause, tracing a specific failure through the system to the actual broken mechanism and resolving it.
5+ years in systems, technical operations, eCommerce operations, or commerce platform operations roles.
Hands-on experience owning or operating end-to-end commerce systems, including front-end funnels, checkout flows, payment gateways, and subscription 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.
Daily fluency with AI tools (Claude, ChatGPT, or similar) - using AI to automate workflows, generate and debug scripts, analyze data, draft documentation, and accelerate operational work.
Project management discipline - able to scope, sequence, and execute systems and reporting work across multiple stakeholders without losing the thread.

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).
Experience building AI-driven automations or workflows (e.g., piping data through Claude or similar models, building agentic workflows, or automating reporting with AI).
Background that includes both legacy/custom-development and SaaS-native environments - with a clear point of view on the differences.
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, dashboard tools, or LLM-based data analysis.

Responsibilities

Own configuration, setup, and ongoing health of all core commerce systems, ensuring 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 business needs into platform-native solutions.
Own the technical understanding of the payment infrastructure, including payment gateways, Merchant IDs (MIDs), stored credential frameworks, and authorization rate optimization.
Partner with finance and the COO on technical solutions for revenue protection, including Dunning management, decline recovery, and chargeback handling.
Understand and ensure system design supports both one-time and recurring revenue models without sacrificing authorization rates.
Maintain and troubleshoot connections across marketing, commerce, payments, fulfillment, and customer success systems.
Identify and resolve broken integrations, data inconsistencies, and workflow gaps.
Determine when native integrations are sufficient and when middleware is the better architectural choice.
Serve as HBI's primary point of contact with all system vendors and platforms, driving issue resolution, escalations, and improvements.
Validate system outputs, data accuracy, and implementation quality.
Own data definitions and reporting standards across the company, defining what gets measured, how, and from which source of truth.
Partner with Finance, Marketing, Customer Success, and the COO to define and refine key metrics.
Build and extend dashboards and reporting workflows, identifying and closing gaps in business visibility.
Validate data sources for accuracy and trust.
Interface with BI resources for dashboard development, owning what should be measured and how.
Use AI tools to analyze trends, surface anomalies, and accelerate reporting work.
Set the data and reporting standards that other Business Operations Managers and teams work within.
Document all systems, workflows, dependencies, and integrations.
Build repeatable processes that reduce risk and reliance on individuals.
Use AI tools (Claude, ChatGPT, and similar) daily to accelerate work, reduce manual effort, and increase throughput.
Build scripts and automations with AI assistance to move data between systems, generate reports, validate integrations, and handle repetitive operational work.
Push system data through AI for analysis, anomaly detection, and pattern recognition.
Use AI to draft documentation, debug system issues, and prototype solutions quickly.
Continuously identify opportunities to apply AI and automation to manual work across systems, reporting, and operations.