E-Commerce Operations & Automation DirectorEngagement: Long-Term

Job Overview

We are seeking a highly experienced E-Commerce Operations & Automation Director to build, optimize, and lead the operational infrastructure of a growing multi-brand e-commerce business.

This is a systems-building and leadership role, not a maintenance-only position. You will work closely with senior leadership to design processes, implement automation, manage operational teams, and create scalable systems across e-commerce operations, fulfillment, suppliers, marketplaces, customer support, and creator programs.

The ideal candidate is a strategic operator, systems builder, and problem solver who can identify inefficiencies, develop practical solutions, implement them, and ultimately delegate or automate processes to support growth without unnecessary headcount.

Role Type: Full-Time | Remote
Schedule: Monday–Friday, 9:00 AM Pacific Time

Key Responsibilities

Operations Strategy & Process Design

• Design and implement scalable operational processes and systems.
• Develop SOPs, SLAs, escalation procedures, and performance standards.
• Identify operational bottlenecks and implement solutions.
• Create new workflows for products, channels, partners, and recurring business needs.
• Establish clear ownership, accountability, and measurable outcomes.

AI, Automation & Workflow Development

• Identify repetitive processes suitable for automation.
• Build and deploy AI-powered workflows using tools such as ChatGPT, Claude, n8n, Make, Zapier, AI agents, and scripts.
• Develop automated workflows with appropriate human oversight.
• Continuously improve workflows for efficiency, accuracy, and scalability.
• Establish best practices for AI and automation across the operations team.

E-Commerce Operations

• Oversee operations across multiple e-commerce stores and marketplaces.
• Manage order processing, fulfillment, tracking, resubmissions, and exceptions.
• Coordinate with suppliers, distributors, 3PLs, and fulfillment partners.
• Resolve fulfillment and operational issues.
• Monitor marketplace compliance, account health, appeals, and violations.
• Support launches of new products, marketplaces, and sales channels.

Supplier & Financial Operations

• Manage supplier and distributor relationships.
• Monitor supplier performance, pricing, quality, and SLAs.
• Coordinate payment and credit reconciliations.
• Manage defective-goods claims, chargebacks, credits, and disputes.
• Evaluate and onboard new suppliers and fulfillment partners.
• Negotiate operational terms where appropriate.

Creator & Promotional Operations

• Manage product sample and approval processes.
• Coordinate creator outreach and collaboration workflows.
• Manage creator-related operational processes and follow-ups.
• Build scalable systems to support creator and promotional programs.

Team Leadership

• Build and manage a lean offshore operations team.
• Hire, train, coach, and manage operations and automation personnel.
• Establish KPIs, SLAs, responsibilities, and escalation procedures.
• Delegate processes while maintaining quality and accountability.
• Develop team members toward greater independence.
• Use automation strategically to reduce unnecessary manual workload.

Reporting & Operational Control

• Build and maintain KPI dashboards and operational reports.
• Conduct regular operational reviews with senior leadership.
• Monitor errors, exceptions, fulfillment issues, compliance risks, and other operational metrics.
• Establish clear reporting and escalation processes.
• Ensure critical workflows are documented and measurable.

What You Will Build

As the business grows, you will be expected to build processes where they do not currently exist, including:

• New SOPs and operational workflows.
• Marketplace and social-commerce processes.
• Supplier, distributor, and 3PL onboarding systems.
• Product and channel launch processes.
• Inventory and fulfillment workflows.
• Compliance and account-management processes.
• AI-powered operational workflows.
• Team structures and delegation frameworks.
• Reporting and KPI systems.

You will initially build and test processes yourself, then transition them to analysts, team members, and eventually supervised automation wherever practical.

Required Qualifications

• 5+ years of professional operations experience.
• 2+ years leading operations within e-commerce, marketplaces, or online businesses.
• Strong experience with platforms such as TikTok Shop, Amazon, Shopify, Temu, or similar marketplaces.
• Proven experience building SOPs, workflows, SLAs, escalation procedures, and operational systems.
• Strong understanding of e-commerce order management, fulfillment, suppliers, marketplaces, and customer operations.
• Experience managing distributed or offshore teams.
• Demonstrable experience implementing AI and automation in real business operations.
• Hands-on experience with tools such as n8n, Make, Zapier, LLM/AI agents, scripts, or similar platforms.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written and spoken English, ideally C1+.
• Strong attention to detail and operational discipline.
• Ability to work independently and make sound decisions in ambiguous situations.

Ideal Candidate

You are a systems builder—not simply an operations administrator.

You naturally think:

• How can this process be improved?
• Why does this still require human intervention?
• Can this be documented and standardized?
• Can this be delegated?
• Can this be automated?
• How do we measure whether it is working?
• What happens when something goes wrong?

You are comfortable operating strategically while also getting into the details, building the system yourself, testing it, and then creating the structure for others to take ownership.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations (for full-time roles only)

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.