Ecommerce Operations Supervisor

About Manhead LLC

Manhead is a worldwide, full service, merchandise and experiential company creating the global intersection of music, fashion and culture through branded experiences that strengthen the bond between artists and fans. For over thirteen years, Manhead has succeeded as one of the leading, independently owned music/entertainment merchandise companies, specializing in touring, e-commerce, creative, retail, licensing, collaborations, and pop-up shops.

About The Role

• The Ecommerce Operations Supervisor is accountable for the operational functions of fulfillment in our fast-paced and rapidly growing online retail division. This role serves as a key liaison between Ecomm Account Managers, Customer Service, and third-party fulfillment partners, and will ensure the smooth execution of product launches, order fulfillment, and customer satisfaction. You will play a key role in many aspects of the Ecommerce business—from inventory management and order fulfillment to customer support and technology integration. This role requires operational precision, digital savvy, and strategic insight.
  
  

What You'll Do

Operational Oversight

• Oversee the day-to-day operations of Ecommerce fulfillment including product data management, fulfillment workflows (Pick, Pack, Ship), shipping performance, and return processing using platforms like Logiwa, ShipHero, and Shipbob’s Customer Success Manager.
• Be accountable for ensuring smooth, accurate execution of product launches and order fulfillment. Communicate with internal and external stakeholders to ensure alignment during key moments such as pre-orders, album release dates, and high-traffic sales periods.
• Collaborate with our 3PL partners and our in-house warehouse team to resolve fulfillment issues, optimize shipping logistics, and manage the flow of information between warehouse partners and our Ecommerce platform (Shopify).
• Monitor and reconcile inventory levels across platforms and channels through tasks such as:
• Syncing Shopify inventory with 3PL systems
• Setting 3PL Packing Preferences
• Ensuring accurate, on-time fulfillment of pre-order releases
• Replenishing custom mailers
• Tracking WRO’s/URO’s at 3PLs
• Bulk inventory transfers and outbound freight shipments
• Dead stock disposal and donation requests
  

Systems & Technology Integration

• Maintain and update product packing preferences in Shipbob as new SKUs are created in Shopify.
• Support the Ecommerce Account Managers in performing store builds, updates, and shutdowns across platforms.
• Support data syncs and integrations between Shopify and 3PL partners (Shipbob, OneLive), including manual inventory overrides, re-syncs, and pre-order holds and drops.
• Leverage digital tools and dashboards to track fulfillment algorithms, order patterns, and shipping exceptions.
  
  

Customer Service Collaboration

• Support the customer service team by tracking open issues, developing SOPs, and helping resolve escalated customer inquiries.
• Utilize Monday.com to identify and resolve customer-related issues in collaboration with CS
• Maintain a positive, empathetic, and solution-oriented approach in all customer interactions and team communications.
  
  

Cross-functional Communication & Reporting

• Collaborate with Ecomm store managers, marketing, and brand managers to stay informed of product drops, sales & promotions, and seasonal campaigns.
• Inform 3PLs of high-volume fulfillment periods and collaborate with them to ensure adequate staffing & resources to ship customer orders.
• Track and report on Ecommerce fulfillment KPIs, including order volume, cost per order, fulfillment speed, customer support metrics, and inventory accuracy.
• Use data insights to drive continuous improvement in operational performance and customer satisfaction.
  
  

Qualifications

• 3–5 years experience in ecommerce operations, fulfillment logistics, or digital retail.
• Hands-on experience with Shopify, 3PL software platforms (e.g., Shipbob, Logiwa, ShipHero), and customer service tools (e.g., Gorgias, Zendesk).
• Strong understanding of digital integrations, inventory control, and warehouse logistics.
• Data analysis skills and ability to extract actionable insights from ecommerce reports.
• Ability to manage shifting priorities and urgent deadlines with focus and prioritization, and propose creative, efficient solutions to problems.
• Strong written and oral skills, and the ability to communicate proactively & efficiently with internal partners and clients