Senior Manager, Customer Experience & Operations

We are a digital media company built around strong voices, unique perspectives, and influential personalities. In addition to our core content business, we operate a growing e-commerce operation focused on apparel and accessories.

We’re looking for a Customer Experience & Operations Manager to oversee both customer service and the day-to-day operational needs of our e-commerce businesses, including direct communication with and oversight of our warehouse and fulfillment partners. In this role, you’ll ensure that every customer receives timely, accurate service, and that our warehouse operations run smoothly and efficiently. You’ll work closely with internal teams and external vendors to deliver a reliable, high-quality experience for every customer.

This is a remote, full-time exempt position. Required working hours are Monday through Friday, 9:00 AM to 5:00 PM Pacific Time. During peak periods or high-volume seasons, flexibility is expected, and occasional off-hours or weekend work may be needed to support timely customer service and fulfillment operations.

What You’ll Do:

• Respond to customer inquiries via email with clear, helpful, and timely communication.
• Resolve issues with a focus on customer satisfaction, always using sound judgment and empathy.
• Track and manage customer orders, shipping updates, and return requests.
• Process refunds, track and resolve logistics issues as they arise (wrong items, defective items, lost shipments)
• Maintain clear and accurate records of customer interactions, resolutions, and logistics updates.
• Look for opportunities to streamline internal processes and improve the overall customer experience, including helping to develop standard operating procedures (SOPs) for handling returns, exchanges, incorrect or damaged items, and lost shipments.
• Oversee daily warehouse and fulfillment operations by communicating directly with our 3PL (third-party logistics) team and warehouse staff to ensure orders are picked, packed, and shipped accurately and on schedule.
• Communicate shipping timelines and inventory updates to the sales and e-commerce teams.
• Act as the primary liaison with fulfillment partners, ensuring adherence to service level agreements (SLAs) and proactively addressing operational issues.
• Hold 3PL partners accountable for processing accuracy, packaging and shipping standards, and cost optimization.
• Identify, troubleshoot, and escalate fulfillment gaps or delays to ensure timely resolution.
• Create and manage “out of office” or coverage plans for peak volume periods or planned absences.
• Coordinate inventory reconciliations with the warehouse, and work with internal teams to ensure stock accuracy and availability.
• Create, maintain, and manage SKUs to ensure accurate product identification and inventory tracking across systems and fulfillment processes.

Who You Are: 

• 5-7 years of experience in a customer-facing role in e-commerce, apparel, or a related industry.
• Direct experience managing 3PL relationships to ensure seamless order processing, timely shipping, and prompt resolution of recurring issues.
• Strong written communication skills with a customer-first mindset.
• Organized and detail-oriented, with excellent time management skills.
• Comfortable working across teams and holding vendors accountable to high standards.
• Able to problem-solve quickly and make decisions with limited information.
• Familiar with e-commerce platforms or CRMs (Shopify, Gorgias, Zendesk or similar tools is a plus).
• Energized by a fast-paced, growing environment where no two days look the same.
• Ability to work various shift times and holidays/weekends depending on business needs.