Department: Ecommerce
Reports To: VP of Ecommerce / Executive Leadership
Direct Reports: Customer Service Manager (overseeing international CS team), external development agencies, cross-functional project stakeholders
Location: New York City (In-Office)
Compensation Range: $120k - $145k base salary

About the Role

Vida Shoes International is seeking a technically fluent Senior Ecommerce Operations Manager to own, build, and scale the backend systems and platform infrastructure powering our growing ecommerce division. This role is the technical backbone of our digital business — responsible for the ecommerce platform ecosystem, systems architecture, integrations, development workflows, and operational infrastructure across multiple ecommerce properties.

The ideal candidate is a hands-on ecommerce platform builder — someone who has directly built, configured, integrated, and maintained Shopify, Shopify Plus, or similar platforms (Magento, BigCommerce) and understands the technical architecture behind them. This is not a performance marketing role; it is a systems and platform role that requires deep fluency in how ecommerce technology stacks are built, maintained, and scaled.

Key Responsibilities

Ecommerce Platform & Technology

• Own and actively build and maintain the ecommerce technology ecosystem across all digital properties, including Shopify/Shopify Plus platform infrastructure, app integrations, APIs, and third-party system connections.
• Serve as the internal technical authority on ecommerce platforms and site architecture — writing and reviewing technical requirements, translating business needs into developer tickets, and actively partnering with developers and agencies on implementation, code reviews, and deployments.
• Oversee operational support, issue prioritization, troubleshooting, and platform optimization across several ecommerce websites.

Development Strategy & Process

• Own the ecommerce development roadmap, sprint planning, QA standards, release management, and development budgets and agency relationships.
• Manage development budgets, agency retainers, vendor relationships, and project-based development resources.
• Partner with UX and merchandising teams to ensure platform and development work supports site performance, speed, and reliability goals — this role owns the platform layer, not paid media or performance marketing channels.
• Help establish the foundation for a future in-house development team, including process design, tooling, and hiring strategy.

OMS, Systems & Operational Infrastructure

• Own the Order Management System (OMS) roadmap, including enhancements, troubleshooting, process improvements, and operational optimization initiatives.
• Act as the primary liaison between ecommerce, external OMS development teams, and enterprise technology stakeholders.
• Define business requirements, validate technical solutions, and ensure accurate data flow across systems and operational processes.  

Project Management & Site Launches

• Lead end-to-end execution of ecommerce site launches, migrations, feature enhancements, and major platform initiatives with minimal business disruption.
• Build and maintain project timelines, accountability structures, and launch roadmaps, coordinating cross-functional teams across ecommerce, merchandising, logistics, marketing, finance, and technology.

Customer Experience & Service Leadership

• Directly manage the Customer Service Manager responsible for the international customer service organization.
• Improve CS workflows, escalations, support tooling, and KPIs; ensure alignment between ecommerce systems, customer support, and fulfillment operations.

Fulfillment, Optimization

• Directly manage the Customer Service Manager responsible for the international customer service organization.
•  Improve CS workflows, escalations, support tooling, and KPIs; ensure alignment between ecommerce systems, customer support, and fulfillment operations.

Strategic & Cross-Functional Leadership

• Partner with executive leadership on ecommerce operational strategy, systems planning, and organizational scalability.
• Translate business needs into operational and technical solutions.
• Evaluate and implement AI tools and automation opportunities to improve efficiency and operational output.
• Drive accountability, operational excellence, and process discipline across the ecommerce organization.

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Qualifications

• 10+ years of experience in ecommerce platform management, ecommerce technology, or digital systems — with hands-on experience building and maintaining ecommerce sites; 5+ years of cross-functional leadership roles.
• Deep hands-on experience building, configuring, and maintaining Shopify or Shopify Plus sites, or similar platforms (Magento, BigCommerce) is a MUST — including theme development oversight, app integrations, APIs, and custom development management.
• Strong understanding of ecommerce architecture, integrations, OMS systems, fulfillment workflows, and operational infrastructure.
• Experience managing development agencies, external vendors, and ecommerce development budgets.
• Demonstrated success leading complex ecommerce projects, platform launches, or migrations.
• Technical fluency with HTML, CSS, JavaScript, and ecommerce platform APIs — enough to write detailed developer specs, troubleshoot issues alongside engineers, and evaluate technical solutions. Experience working directly embedded with development teams or agencies is required.
• Excellent project management, prioritization, and organizational skills.

Preferred

• Experience in footwear, fashion, apparel, or consumer goods ecommerce.
• Exposure to ERP, WMS, and warehouse operations.
• Experience implementing automation and AI-enabled workflows.
• Prior experience building or scaling internal operational or development teams.

Who You Are

• A platform builder and systems thinker — you’ve personally built, configured, or managed ecommerce sites and understand what’s happening under the hood.
• Highly organized, detail-oriented, and comfortable managing multiple complex workstreams simultaneously.
• Comfortable and credible in technical conversations with developers — you can read a ticket, challenge a technical approach, and write a clear spec. Ability to bridge technical and non-technical teams.
• Proactive, solutions-oriented, and operationally rigorous in fast-paced, evolving environments.
• Excited by ecommerce innovation, operational excellence, and building scalable infrastructure.

Thank you in advance for your interest in this opening. Vida Shoes International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. At this time, only qualified candidates will be contacted.

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