Description
Ready to build something that truly matters?
Every parent wants clarity, confidence, and connection when it comes to their child's learning.
They want to feel proud of the choices they make and trust the tools they bring into their home.
At Hadley Designs, we make that possible by creating products that turn everyday moments into meaningful learning experiences.
But none of that works without a seamless, trustworthy customer experience.
A store that runs flawlessly.
Messaging that is clear.
Operations that feel effortless to the customer.
That's where you come in.About Hadley DesignsHadley Designs is a family-founded, female-led brand redefining early education through creativity, beauty, and connection.
We believe learning should be fun and engaging.
We don't just sell products, we shape futures.
Our mission is to create screen-free, hands-on learning tools that build confidence, spark curiosity, and bring families closer together.
Every product we design is rooted in purpose.
Beautiful design creates better learning, and every detail matters.
From the first click to the moment a child lights up with understanding, we are committed to delivering an experience families can trust.About the RoleManager of Direct-to-Consumer Operations
Also known as: Shopify DTC Operations Manager | Ecommerce Operations Lead | Customer Experience Operations Manager
This role is the backbone of our direct-to-consumer experience.
You will own the performance, accuracy, and clarity of our Shopify store from end to end.
Your mission is simple and powerful.
Ensure every customer fully understands what they are buying and when they will receive it before they complete their purchase.Your Core FocusTake full ownership of Shopify store operations and customer experience
Eliminate inconsistencies across the site, including broken links, outdated promotions, and conflicting messaging
Standardize shipping, split shipment, and pre-order communication across all touchpoints
Build and document SOPs for all operational workflows




Implement systems and automations that reduce manual work and customer confusionWhat You'll DoCustomer Experience Management (Daily)
Respond to customer inquiries via Shopify inbox and social channels
Process refunds, reships, cancellations, and order updates
Triage and resolve support tickets based on urgency
Identify patterns in customer feedback and recommend improvements
Ensure all communication is clear, accurate, and aligned with current messaging
Order Operations and Fulfillment (Daily)
Monitor order flow across Shopify, Base, and Amazon MCF
Resolve failed orders, inventory issues, and discrepancies
Coordinate with fulfillment teams to ensure timely delivery
Manage split shipments, pre-orders, and out-of-stock scenarios
Track and resolve missing or delayed packages
Store Integrity and Accuracy (Weekly)
Audit the website for broken links, incorrect pricing, and outdated promotions
Ensure consistency across product pages, landing pages, and collections
Validate all messaging related to shipping and pre-orders
Support promotion setup and ensure backend accuracy
Systems, SOPs, and Automation (Weekly)
Build and maintain SOPs for recurring workflows
Identify inefficiencies and implement automation using tools like Shopify Flow
Optimize customer service platforms such as Gorgias
Improve post-purchase experience and operational workflows
Support system cleanup and tool evaluation
Growth Operations and Reporting (Weekly)
Deliver weekly Shopify performance reports
Track key metrics such as CAC, LTV, and funnel performance
Identify trends, anomalies, and risks early
Ensure data accuracy for decision-making
Compliance and Risk Management (Weekly)




Maintain compliance across ADA, privacy policies, and tracking regulations
Review product pages and campaigns for compliance risks
Ensure all required tools and disclosures are functioning properly
Stay updated on platform policies and changes
AI and Automation Ownership (Ongoing)
Identify repetitive tasks and convert them into automated workflows
Use AI tools to improve efficiency in customer service and operations
Build prompt libraries and scalable systems
Continuously reduce manual workload while maintaining accuracyHow Success Is MeasuredReduction in support ticket rate per **** orders
Reduction in reshipment rate per **** orders
Zero compliance issues
At least one new AI automation implemented per week
Zero reported issues with broken links, incorrect promotions, or inaccurate informationSuccess looks like a store that runs without chaos.
Orders flow cleanly.
Customers feel confident.
Problems are solved before they scale.Requirements
Who You AreYou are a systems-driven operator who takes pride in getting the details right.
You think like an owner.
You move quickly, solve problems independently, and take full responsibility for outcomes.
You don't wait for direction.
You create clarity where others see complexity.
You have 2 to 5 years of experience managing Shopify store operations
You are highly detail-oriented and catch inconsistencies others miss
You are a strong written communicator who can simplify complex information
You have hands-on experience with order management, fulfillment, and customer service
You understand Shopify apps, backend systems, and troubleshooting workflows
You build systems, not just solutions
You thrive in a fast-moving, high-growth environment
You are comfortable working cross-functionally while maintaining ownership
You believe in excellence over easy.
You take initiative.
You close loops.
You care deeply about doing things the right way.Benefits
Why You'll Love Working Here

📌 Manager Of Direct-To-Consumer Operations (Santa Catarina)
🏢 Hadley Designs
📍 Santa Catarina