E-Commerce Operations Excellence Manager

We’re looking for an E-Commerce Operations Excellence Manager to help elevate quality and reduce customer claims across three core product lines. This role sits at the intersection of Customer Service, Operations, and Technology, driving data-backed improvements that enhance efficiency, consistency, and customer satisfaction.

‍

You’ll partner closely with internal teams to analyze claim trends, identify root causes, and implement corrective actions using structured problem-solving frameworks. You’ll also collaborate with Product and Engineering to shape the systems, tools, and dashboards that enable smarter, faster decision-making across the organization.



Responsibilities:‍

• Partner with Customer Service to analyze and categorize customer claims, linking them to responsible parties and root causes
• Conduct structured root cause analysis to identify corrective and preventive actions
• Collaborate with Operations teams to ensure corrective actions are implemented, tracked, and sustained
• Define requirements with Product and Engineering for tools that support automated RCA tracking and quality dashboards
• Develop and maintain reporting that provides visibility into claim trends and progress toward quality improvements
• Lead continuous improvement initiatives to reduce claim frequency and enhance the overall customer experience
• Communicate findings and action plans to leadership, ensuring alignment and accountability

‍
What We’re Looking For:‍

• Bachelor’s degree in Engineering, Operations Management, Supply Chain, Business Administration, or related field
• 5–8 years of experience in operations, quality, or customer success roles
• Proven background in claims management, customer issue resolution, or quality systems
• Strong analytical and problem-solving skills, with ability to turn customer insights into process improvements
• Experience working cross-functionally with software/product teams on tooling and data requirements
• Excellent communication and stakeholder-management skills
• Familiarity with e-commerce, printing, or consumer goods fulfillment operations is highly valuable

‍

Please submit your resume for consideration.