eCommerce Operations Manager

eCommerce Operations Manager

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 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.

The Opportunity

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.

What You’ll Own

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 Systems

• Configure and build products, offers, subscriptions, funnels, upsells, and workflows
• Enable Marketing and Customer Success to execute campaigns and changes without engineering dependency

Integrations & Data Flow

• Maintain and troubleshoot connections across marketing → commerce → fulfillment → customer success
• Identify and resolve broken integrations, data inconsistencies, and workflow gaps

Vendor & Platform Ownership

• 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

Reporting & Data

• 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

Documentation & Process

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

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
• Reporting is accurate, standardized, and trusted across the business

Systems in Scope

Core Platforms

• UltraCart (system of record)
• Klaviyo (email and SMS lifecycle)
• ShipMonk (fulfillment)
• Chargebacks911 (revenue protection)
• 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, 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

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)

Bonus

• 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

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 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
• Data-aware: you understand how data flows across systems and how to define what matters
• A vendor driver who holds vendors accountable and prevent HBI from becoming dependent on them

About the Team

The Business Enablement Operations team ensures that systems, workflows, and data infrastructure support efficient and scalable operations across HBI. You will partner closely with Customer Success, Finance, Supply Chain, Marketing, and external vendors and technical partners.

A Note on Our Platform Migration

HBI is actively transitioning from a legacy system to UltraCart. This role is not responsible for executing the full migration alone. External technical resources will handle data extraction, subscription and token handling, and complex integrations. You will own coordination, system setup, output validation, and full platform ownership post-migration.

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!