Business Operations Manager, eCommerce Systems

Business Operations Manager, eCommerce Systems

Remote | Full-Time | Individual Contributor | $90,000 – $115,000 Base Salary

About Healthy Back Institute

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 custom-development tech stack to a modern, SaaS-native commerce platform centered on UltraCart. As part of that transition, we are building out a Business Operations Manager team — a group of senior individual contributors who report into the COO and operate as a shared service across the company. Each Business Operations Manager serves a specific team or department and owns a company-wide specialty, bringing project management, process optimization, and execution discipline to the area they support. This role's specialty is systems and data.

The Opportunity

This is a hands-on ownership role and the company-wide expert on our revenue and commerce systems. You will not manage people; you will own the platforms that run our business. As we sunset our internal custom-development team, you will essentially replace that function — translating business needs into SaaS-native architecture, configuring directly inside platforms, owning integrations end-to-end, and ensuring that marketing, checkout, payments, subscriptions, fulfillment, and customer experience all run cleanly.

You will be the technical partner to the COO on commerce, payments, and revenue systems strategy, and the systems-thinking translator who unblocks Marketing, Customer Success, and Finance when vendors say “that's not possible.”

Because systems and data touch every part of HBI, you will work closely with senior leadership across the company — partnering daily with the COO (your manager), the CMO and marketing leadership on campaign and CRO systems, Customer Success leadership on service systems, Finance leadership on payments and reporting, and your peer Business Operations Managers on cross-functional execution. This is a full-time, exempt individual contributor position reporting to the COO.

What You'll Operate

System Operations & Reliability

• 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

Execution Inside Platforms

• Configure and build products, offers, subscriptions, funnels, upsells, and workflows directly inside UltraCart and connected platforms
• Enable Marketing and Customer Success to execute campaigns and changes without engineering dependency
• Translate “we need X” from business teams into platform-native solutions

Revenue & Payment Systems Architecture

• Own the technical understanding of our payment infrastructure: payment gateways, Merchant IDs (MIDs), stored credential frameworks, network transaction IDs (NTIDs), and authorization rate optimization
• Partner with finance and the COO on technical solutions to revenue protection challenges, including Dunning management, decline recovery, and chargeback handling
• Understand the architectural implications of one-time vs. recurring revenue models and ensure our system design supports both without sacrificing authorization rates
• Recognize when current technical design is harming revenue and propose SaaS-native solutions

Integrations, Middleware & Data Flow

• Maintain and troubleshoot connections across marketing → commerce → payments → fulfillment → customer success
• Identify and resolve broken integrations, data inconsistencies, and workflow gaps
• Recognize when native integrations are sufficient and when middleware is the better architectural choice for non-native functionality

Vendor & Platform Management

• Serve as HBI's primary point of contact with all system vendors and platforms
• Direct vendors with urgency — drive issue resolution, escalations, and improvements. You direct vendors, not the other way around
• Reformulate the question when vendors say “no” — recognize when a request is being asked in a custom-development way and translate it into a SaaS-native question that can actually be solved
• Validate system outputs, data accuracy, and implementation quality
• Ensure HBI maintains control and internal understanding of all system behavior

Reporting & Data

• Own data definitions and reporting standards across the company — what gets measured, how, and from which source of truth
• Partner with Finance, Marketing, Customer Success, and the COO to define and refine the key metrics each team needs to operate
• Build and extend dashboards and reporting workflows; identify and close gaps in business visibility
• Validate data sources for accuracy and trust; catch errors at the source before they propagate into business decisions
• Interface with BI resources for dashboard development; own what should be measured and how
• Use AI tools to analyze trends, surface anomalies, and accelerate reporting work that would otherwise require manual review
• As the company-wide specialty owner for systems and reporting, set the data and reporting standards that other Business Operations Managers and teams work within

Documentation & Process

• Document all systems, workflows, dependencies, and integrations
• Build repeatable processes that reduce risk and reliance on individuals

AI-Enabled Automation & Analysis

• Use AI tools (Claude, ChatGPT, and similar) as a daily operational layer to accelerate work, reduce manual effort, and increase throughput
• Build scripts and automations with AI assistance to move data between systems, generate reports, validate integrations, and handle repetitive operational work
• Push system data through AI for analysis, anomaly detection, and pattern recognition that would otherwise require manual review
• Use AI to draft documentation, debug system issues, and prototype solutions quickly
• Continuously identify opportunities to apply AI and automation to manual work across systems, reporting, and operations

What Success Looks Like

• Orders, payments, subscriptions, and fulfillment run cleanly with no manual intervention
• Marketing, commerce, fulfillment, and CS systems are fully connected
• Funnels and offers can be launched without engineering support
• System issues are identified and resolved quickly
• Authorization rates, Dunning recovery, and payment-related KPIs improve as architectural issues are surfaced and resolved
• Reporting is accurate, standardized, and trusted across the business — and reporting work itself becomes faster and more automated over time
• AI and automation are applied wherever they reduce manual work, improve reliability, or accelerate insight
• Internal stakeholders — including senior leaders and legacy custom-development advocates — adopt SaaS-native patterns rather than recreating legacy workarounds

Systems in Scope

Core Platforms

• UltraCart (system of record)
• Klaviyo (email and SMS lifecycle)
• ShipMonk (fulfillment)
• Recurly and connected subscription billing
• Chargebacks911 (revenue protection)
• Payment gateways and merchant accounts
• Call center platform
• BigQuery (reporting layer)

Supporting Tools

• VWO, GTmetrix, landing page tools as needed
• Google Workspace (light admin)

What You Bring

Required

• 5+ years in systems, technical operations, eCommerce operations, or commerce platform operations roles
• Hands-on experience owning or operating end-to-end commerce systems, including front-end funnels, checkout flows, payment gateways, and subscription management
• Working knowledge of payment infrastructure: MIDs, payment gateways, stored credential frameworks, authorization rates, and decline / Dunning 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
• Systems thinking — the ability to reformulate “this isn't possible” answers from vendors into questions that can actually be solved within a SaaS architecture
• Experience maintaining system stability across the order → payment → fulfillment lifecycle
• Comfort working with and documenting system workflows, dependencies, and architecture
• Daily fluency with AI tools (Claude, ChatGPT, or similar) — using AI to automate workflows, generate and debug scripts, analyze data, draft documentation, and accelerate operational work
• Project management discipline — able to scope, sequence, and execute systems and reporting work across multiple stakeholders without losing the thread

Preferred Backgrounds

• 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)
• Experience building AI-driven automations or workflows (e.g., piping data through Claude or similar models, building agentic workflows, or automating reporting with AI)
• Background that includes both legacy/custom-development and SaaS-native environments — with a clear point of view on the differences

Bonus

• Technical depth: ability to read logs, navigate APIs, or interpret data structures
• Experience supporting or defining business intelligence and reporting systems
• Familiarity with middleware solutions for non-native platform integrations
• Familiarity with data modeling, dashboard tools, or LLM-based data analysis

Who You Are

• An end-to-end owner who takes accountability for how systems perform, not just whether they're running
• Hands-on and execution-oriented: you work directly inside platforms, not through tickets
• A systems thinker who recognizes when “that's not possible” is actually “that's not possible the way you're asking” — and reformulates the question
• A systems optimizer who improves what exists rather than rebuilding from scratch
• A business translator who bridges the gap between what teams need and what systems do
• AI-fluent — you treat AI tools as a daily force multiplier, using them to accelerate analysis, automate repetitive work, generate and debug scripts, and prototype solutions quickly
• A project manager at heart — you sequence work, communicate clearly, and keep cross-functional execution moving without losing the thread
• Data-aware: you understand how data flows across systems and how to define what matters
• A vendor driver who holds vendors accountable and prevents HBI from becoming dependent on them
• An influencer of strong technical and non-technical opinions — comfortable advocating for SaaS-native patterns with senior leaders, marketing teams, and legacy custom-development advocates

About the Team

You will be part of HBI's Business Operations Manager team — a group of senior individual contributors who report into the COO and operate as a shared service across the company. Each Business Operations Manager serves a specific team or department (such as Customer Success, Marketing & Product Development, People & Talent, or Systems & Data) and owns a company-wide specialty. This role's specialty is systems and reporting — meaning you set the standard for how systems are operated and how data is structured across HBI.

You will partner closely with Customer Success, Finance, Supply Chain, Marketing, and external vendors and technical partners.

If you've built your career owning systems end-to-end in a fast-moving DTC or subscription environment and want real ownership over how a business runs, we'd love to hear from you!