Operations Manager (eCommerce, Direct to Consumer, Global)
eShopping Group is seeking a driven and highly organised Operations Manager based in Sydney to lead our customer experience, warehousing & fulfilment teams. This role is integral to our operational success, ensuring smooth daily processes, cost efficiency, and exceptional customer service.
The ideal candidate will have a balance of people and leadership skills, be technologically savvy and have a customer focus to optimise our growing multi-brand e-commerce business.
Does this sound like you?
We're looking for someone who has a mix of these 3 superpowers;
1. People and leadership skills - lead, support and mentor our warehousing and CX support teams
2. Great with technology - excited about learning new apps, improving the tech stack and troubleshooting issues
3. Customer centric - know what it takes to deliver an exceptional customer experience
Why Join Us at eShopping Group?
eShopping Group offers a growth-driven environment.
* Work with an international team of 40+ people across Australia, the United States, the Philippines, Vietnam, China, and the United Kingdom!
* Be part of a company that values innovation, experimentation, and entrepreneurship.
* Grow with a team that aligns personal and career goals with business success.
* Receive mentoring from our leaders and advisors, including two recognised as Top 50 People in eCommerce in Australia!
Role Overview
As Operations Manager, you will play a crucial role in scaling our operations, ensuring efficiency across logistics, warehouse management, and customer experience. Working as part of the leadership team, you will drive continuous improvements, manage key relationships, and implement best practices across our operations.
Key Responsibilities
Customer Experience (CX)
* Analyse CX metrics and feedback to improve customer satisfaction and retention.
* Provide coaching and feedback to the CX team to enhance performance.
* Working closely with the CX team leads to identify and implement service improvements.
Warehousing, 3PLs & Fulfilment
* Oversee inbound and outbound logistics, ensuring efficient goods-in/goods-out processes.
* Manage warehouse operations, working with our Sydney and Perth warehouse managers to streamline processes.
* Troubleshoot daily fulfilment issues, ensuring timely resolution.
* Optimise global freight operations, including Air, LCL, and FCL shipments.
* Develop strategies to optimise shipping costs and speed to customers.
* Manage relationships with shipping carriers to improve freight P&L outcomes.
* Conduct regular reviews of 3PL partners to assess performance and negotiate contracts.
Systems & Technology
* Own and manage the platforms and integrations for our digital, ecommerce business (Cin7 Core, ShipHero, ShipBob, Starshippit, GoPeople, etc)
* Configure and troubleshoot 3PL settings and operational systems.
* Manage tech and account setups for operational tools and platforms.
* Identify and implement process improvements to increase operational efficiency.
* Leverage data and analytics to drive cost savings and performance enhancements.
* Support the leadership team in scaling operations to new regions and brands.
Key Skills & Qualifications
* Proven experience in e-commerce operations, supply chain management, or logistics.
* Strong people management and leadership skills, with the ability to mentor and guide teams.
* Deep understanding of technology systems used in e-commerce operations (Shopify, 3PL integrations, logistics platforms, etc.).
* Analytical mindset with experience optimising shipping costs, warehouse operations, and fulfilment processes.
* Customer-focused, with a commitment to continuously improving the customer experience.
* Strong problem-solving skills and ability to thrive in a fast-paced, scaling environment.
* Entrepreneurial mindset, with a passion for experimentation and continuous improvement.
About eShopping Group
eShopping Group is an e-commerce house of brands, operating multiple brands across various regions and verticals. Our mission is to rapidly discover and launch products that solve problems, leveraging data-driven insights to meet consumer needs. We value speed, entrepreneurship, experimentation, and drive, which fuel our approach to business growth.
If you're ready to drive operational excellence and scale with a growing e-commerce leader, apply today!
Location: Moorebank, Sydney
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Online and Mail Order Retail
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