Manager — Global Ecommerce & CX (Shopify)

IMMEDIATE JOINERS PREFERRED

Overview

We’re hiring a mid-management leader at Journey (https://journeyofficial.com/) to run global ecommerce operations, customer support, and Shopify store management. This role owns day-to-day store ops, CX SLAs, reporting, root-cause fixes, and cross-functional coordination with fulfilment, product and HR.

Responsibilities

• End-to-end Shopify store management (orders, inventory sync, refunds, cancellations, apps).
• Own customer support operations (Zendesk / Gorgias / Intercom): SLAs, escalations, CSAT, fraud/refund policies.
• Build/maintain weekly/monthly MIS and dashboards for sales, returns, fulfilment and CX metrics.
• Coordinate hiring, rosters, and training plans for support & operations (liaise with HR).
• Work with 3PLs for timely fulfilment across US/UK/EU/AU; manage returns & RTOs.
• Drive process improvements, automation, and root-cause analysis to reduce repeat issues.
• Stakeholder reporting to Head of Ops / MD (weekly snapshot + monthly deep dives).

Must-have

• 3–7 years mid-management experience in D2C/ecommerce (Shopify required).
• Hands-on with CX tools (Zendesk/Gorgias/Intercom) and reporting tools (Excel, Looker/PowerBI a plus).
• Experience supporting global markets (US/UK/EU/AU).
• Strong analytical & logical problem solving; comfortable owning MIS and presenting to leadership.
• Experience coordinating staffing with HR (hiring, rotas, training).

Nice-to-have

• Exposure to Shopify apps ecosystem, prior 3PL coordination experience.

Location:

Reporting:

5 days working