Dir, E-Commerce Operations - Good Hearts Gear

Position Summary

The Director of E-Commerce Operations owns and leads Good Hearts Gear's digital commerce ecosystem, ensuring the stability, performance, and scalability of our Shopify platform and connected operational systems.

This role is responsible for the administration, optimization, and operational growth of the Shopify environment, including its integrations with key Shopify applications and ShipMonk (3PL). The Director ensures accurate product data, dependable site uptime, seamless fulfillment operations, and strong reporting discipline across all customer and location-based storefront programs.

This leader serves as the operational backbone of our e-commerce business--partnering closely with Finance, Logistics, Supply Chain, and executive leadership to support forecasting, reporting, and system alignment.

As Good Hearts Gear continues to grow, the Director of E-Commerce Operations will also design scalable operational processes and help build the future e-commerce operations team, providing leadership, structure, and training as the function expands.

Key Responsibilities

Digital Commerce Platform Ownership

• Serve as the primary owner and administrator of the Shopify platform and related systems.
• Ensure stability, uptime, and performance across the entire digital commerce ecosystem.
• Manage platform configuration, updates, and operational improvements.
• Administer and maintain Shopify applications including but not limited to:
• Tideo (Live Chat/Chatbots)
• Loop Returns
• Better Reports
• Ablestar Bulk Editor
• Messaging tools
• ShipMonk integration
• Clean Size Charts
• Catalog Maker
• Shopify Flow
• kbite
• Stocky
• Merchbees
• TaxJar
• Translate
• SEO tools
• Address Validator
• Implement configuration changes required to support new customer, school, or organizational storefronts.
• Monitor platform performance and proactively resolve issues affecting functionality, availability, or user experience.
• Maintain accurate product lifecycle management including launches, updates, discontinuations, and stockout replacements.

Forecasting, Reporting, and Financial Support

• Maintain and update the annual sales and production forecasting model.
• Participate in monthly forecast and performance review cycles.
• Produce monthly sales reporting by customer/location and SKU.
• Deliver the annual sales forecast and production order plan by customer/location by November 1.
• Ensure Finance-ready month-end reporting is delivered by the 10th of each month, including:
• Gross Sales
• Month-End Inventory Value
• Finance Summary Reporting
• Payment Type Reporting
• Tax Reporting
• Gift Card Balances

Fulfillment and 3PL Integration

• Manage Shopify ↔ ShipMonk product creation and system mapping to ensure accurate order routing and fulfillment.
• Maintain data integrity between Shopify and fulfillment systems.
• Track ShipMonk invoices and storage costs as required.
• Partner with Logistics, Supply Chain, and Inventory teams to align product flow between systems.
• Coordinate SKU and UPC setup for new product introductions.

E-Commerce Operations and Process Development

• Develop scalable operational processes and documentation that support the continued growth of the business.
• Identify opportunities to automate workflows and improve system efficiency.
• Establish controls that ensure product, pricing, and inventory accuracy.
• Support onboarding and launch of new customer/location storefront programs.

Team Leadership and Future Growth

• Help design the structure of the future e-commerce operations team.
• Participate in hiring, onboarding, and training of new team members as the function grows.
• Provide leadership, guidance, and operational oversight to ensure consistent execution across the platform.

Key Deliverables

• Monthly forecast updates and participation in forecast review meetings
• Monthly reporting package delivered by the 10th of each month
• Annual sales forecast and production order by November 1
• Accurate product catalog management and system synchronization
• Stable platform performance and minimal operational disruption

Key Performance Indicators (KPIs)

• Site uptime and platform stability
• On-site conversion rate and checkout completion
• Average order value (AOV) and units per transaction
• Inventory accuracy between Shopify and ShipMonk
• Order-to-ship cycle time and fulfillment exception rate
• Gross margin and contribution margin visibility by SKU and location
• Timeliness and accuracy of operational and financial reporting

Required Qualifications

• 8--12+ years of progressive experience in e-commerce or digital commerce operations
• Demonstrated ownership and administration of an e-commerce platform (Shopify strongly preferred)
• Experience managing a live Shopify environment including product management, operational updates, and system integrations
• Experience working with fulfillment partners or 3PL providers (ShipMonk, ShipBob, Flexport, or similar)
• Strong analytical and reporting capability with experience supporting executive-level forecasting and reporting
• Ability to manage complex product catalogs, SKUs, and inventory structures
• Proven ability to collaborate cross-functionally with Finance, Logistics, Supply Chain, and executive leadership

Preferred Qualifications

• Experience supporting multi-location or segmented storefront programs
• Experience in apparel, uniforms, or consumer goods e-commerce
• Experience scaling operational processes within a growing brand
• Familiarity with Shopify automation tools and operational workflows

Benefits

Good Hearts Gear offers a competitive benefits package designed to support the health, financial security, and well-being of our team members. Benefits may include:

• Medical, dental, and vision insurance
• Paid time off and company holidays
• Retirement savings plan options
• Employee apparel program
• Professional development opportunities
• A collaborative, mission-driven work environment

Core Competencies

• Operational ownership and accountability
• Analytical thinking and data-driven decision making
• Process development and system discipline
• Cross-functional collaboration
• Vendor and 3PL relationship management
• Strong attention to detail and operational execution

Work Environment and Schedule

This is an on-site leadership role. Work hours may vary based on seasonal demand, product launches, and key e-commerce operational events.