Job Description Contract eCommerce Operations Manager Location: San Leandro, CA / Hybrid Reports To: Director, eCommerce Our client, a certified B-Corporation and purpose-driven company based in the San Francisco Bay Area, is seeking a contract eCommerce Operations Manager. As the eCommerce Operations Manager, you will own the operational performance of both their direct-to-consumer (DTC) site and their retail dropship program with a major national retail partner. You will ensure a seamless end-to-end order experience—from online checkout to doorstep delivery—while driving continuous improvements across fulfillment, platform stability, inventory accuracy, and operational workflows. This is a highly collaborative role that bridges the worlds of eCommerce, supply chain, customer experience, and technical systems. You will lead daily operations across our core DTC site and manage the unique requirements of our retail dropship program, including EDI monitoring, exception handling, and coordination with our 3PL and systems integrator. Key Responsibilities Order Fulfillment & Logistics (DTC + Retail Dropship Program) • Oversee daily order processing across both DTC and retail dropship channels • Partner with our 3PL provider to ensure timely, accurate, and complete order fulfillment • Monitor shipping SLAs, manage returns workflows, and resolve order-related exceptions • Serve as the primary operator for EDI integration software, triaging transmission errors Inventory & Supply Chain Coordination • Monitor inventory levels and proactively communicate stockouts or allocation needs • Align with supply chain teams on forecasting and fulfillment constraints • Coordinate allocation of limited inventory for seasonal bundles, product launches, and channel-specific needs • Validate SKU mapping, pack formats, and product set-up for accurate order flow Platform Management & Technical Readiness • Partner with Dev and QA teams to maintain site functionality and troubleshoot backend issues (Adobe Commerce) • Identify and resolve operational bottlenecks and exceptions (e.g., delayed or failed orders) • Ensure readiness ahead of marketing campaigns, seasonal events, or platform changes • Support integration health between Adobe, Cleo, Klaviyo, Loop, Gorgias, and other third-party tools • Participate in UAT and data validation during system releases and change orders Returns & Reverse Logistics • Own the operational execution of our returns and exchanges process • Align return workflows with the customer experience team to ensure a seamless support journey • Manage return data for both DTC and retail dropship programs, ensuring financial accuracy and policy alignment Performance Monitoring & Process Optimization • Track and report on key operational metrics including on-time delivery, order success rate, and fulfillment accuracy • Build dashboards and reporting tools to drive continuous improvements • Identify opportunities to automate, scale, or streamline processes • Lead weekly operational check-ins to review issue logs, performance trends, and root cause analysis Cross-Functional Collaboration • Work closely with: • Customer Experience on escalations and return communications • Marketing on promotional execution and inventory planning • Finance on order reconciliation and revenue tracking • Technology and DevOps on system monitoring and improvements • Supply Chain on planning, allocation, and 3PL performance Qualifications • 3–5 years of experience in eCommerce operations, logistics, or retail dropship programs • Strong working knowledge of order lifecycle, inventory flow, and EDI-based fulfillment • Familiarity with Adobe Commerce or similar platforms (Shopify, BigCommerce, etc.) • Experience managing or monitoring integrations (e.g., Cleo, Loop, Klaviyo, Gorgias) • Analytical mindset with comfort using Excel, Google Sheets, and dashboards • Clear communicator, capable of translating technical problems into business solutions • Bonus: Prior experience with Target DVS or other marketplace dropship programs Pay Rate: $50-$65/hr Temp Timeline: 3-6 months