eCommerce Operations Manager
About the position Since 2003, the Healthy Back Institute (HBI) has helped millions of people reclaim their freedom from pain. We are a fast-moving, direct-to-consumer health and wellness company built on a foundation of six core values: Freedom, Love, Team, Growth, Excellence, and Courage. We are currently migrating from a legacy tech stack to a modern commerce platform centered on UltraCart, and we are hiring an eCommerce Operations Manager to own the systems that power our business end-to-end. This is a hands-on ownership role, not a strategic or people management position. You will be the primary operator of HBI’s revenue and commerce systems, ensuring that marketing, checkout, payments, subscriptions, fulfillment, and customer experience run cleanly and without bottlenecks. You will act as the business-facing systems owner, working directly inside platforms, maintaining integrations, and enabling teams to move fast without depending on engineering. This role reports directly to the COO and is a full-time, exempt individual contributor position.
Responsibilities
- Own configuration, setup, and ongoing health of all core commerce systems
- Ensure orders, payments, subscriptions, and fulfillment run cleanly without manual intervention
- Identify and resolve system issues quickly to prevent revenue disruption
- Configure and build products, offers, subscriptions, funnels, upsells, and workflows
- Enable Marketing and Customer Success to execute campaigns and changes without engineering dependency
- Maintain and troubleshoot connections across marketing → commerce → fulfillment → customer success
- Identify and resolve broken integrations, data inconsistencies, and workflow gaps
- Serve as HBI’s primary point of contact with all system vendors and platforms
- Drive issue resolution, escalations, and improvements with urgency. You direct vendors, not the other way around
- Validate system outputs, data accuracy, and implementation quality
- Ensure HBI maintains control and internal understanding of all system behavior
- Partner with the business to define key metrics, data definitions, and reporting requirements
- Support creation of standardized reporting frameworks
- Interface with BI resources for dashboard development; own what should be measured and how
- Document all systems, workflows, and dependencies
- Build repeatable processes that reduce risk and reliance on individuals
Requirements
- 5+ years in systems, technical operations, revenue operations, or eCommerce operations roles
- Hands-on experience owning or operating end-to-end commerce systems, including front-end funnels, checkout flows, payment gateways, and subscription management
- Proven ability to configure and execute directly inside platforms (not just manage vendors or write tickets)
- Ability to troubleshoot system issues at the root level: data flows, logs, and integrations
- Experience maintaining system stability across the order → payment → fulfillment lifecycle
- Comfort working with and documenting system workflows, dependencies, and architecture
Nice-to-haves
- Experience in DTC, eCommerce, SaaS, or subscription-based environments
- Hands-on experience with modern commerce platforms such as UltraCart, Shopify Plus, Recharge, Salesforce Commerce Cloud, or similar
- Familiarity with email/SMS platforms such as Klaviyo, Attentive, or Postscript
- Exposure to reporting and BI layers (e.g., BigQuery, Looker, Tableau, or similar)
- Technical depth: ability to read logs, navigate APIs, or interpret data structures
- Experience supporting or defining business intelligence and reporting systems
- Familiarity with data modeling or dashboard tools
Benefits
- Base Salary: $90,000 – $115,000