OPERATIONS MANAGER

Hiring: Backend Manager – E-Commerce / Dropshipping

We are looking for a highly experienced Backend Manager with strong, hands-on experience in e-commerce or/ dropshipping.
We are a Google Dropshipping business generating over $10 million in annual revenue, with 10+ stores and continuing to grow. We are looking for a highly dedicated and reliable VA who is interested in a long-term position and can take full ownership of our backend operations while continuously improving and optimizing our systems. Add brown in your subject line if you read this.

This person will be responsible for overseeing the entire backend operation, ensuring that orders flow smoothly, costs and margins are properly controlled, suppliers are effectively managed, and customer-related issues—including refunds, disputes, and chargebacks—are handled accurately and efficiently.

The ideal candidate should be proactive, detail-oriented, highly organized, and capable of working independently while taking ownership of their responsibilities.
Solid e-commerce and dropshipping experience is a MUST. This is not an entry-level position and is not suitable for someone who requires training from scratch. We are looking for someone who already understands the ecommerce backend and can step in, take responsibility, and help us maintain, optimize, and scale our existing systems.

🔥 What We’re Looking For
Proven, hands-on experience managing e-commerce/ dropshipping operations
Strong understanding of overseas dropshipping, including suppliers, fulfillment, shipping, tracking, and delivery processes
Available to work full-time and willing to work longer hours when necessary
Able to take full ownership of the backend operation
Strong experience handling refunds, disputes, and chargebacks
Experience managing or working with phone/customer support agents
Strong understanding of COGS, margins, refunds, fulfillment costs, and overall profitability
Highly organized, proactive, analytical, and detail-oriented
Strong communication and supplier-management skills
Willing to continuously skill up and learn the entire business, including frontend operations
Able to identify problems before they become major issues and take action without waiting for instructions

📌 Key Responsibilities

1. Order Flow & Backend Operations
Monitor the entire order flow from purchase to fulfillment and delivery
Ensure orders are processed accurately and on time
Check for failed, delayed, held, cancelled, or problematic orders
Monitor tracking numbers and shipping status
Identify bottlenecks in the fulfillment process and resolve them quickly
Conduct regular overall backend checks to ensure operations are running smoothly
Ensure all backend processes are being followed according to SOPs

2. Refund & Cancellation Monitoring
Monitor the overall refund percentage and identify unusual increases or trends
Track refunds by product, offer, source, customer issue, and other relevant factors
Review refund reasons and identify recurring problems
Monitor cancellation rates and determine why customers are cancelling
Ensure refunds are processed according to company policies and SOPs
Work with the team to reduce unnecessary refunds while maintaining proper customer service

3. Disputes & Chargebacks
Handle and oversee payment disputes and chargebacks
Prepare and submit appropriate evidence/documentation for disputes
Monitor dispute and chargeback rates
Track dispute outcomes and identify recurring causes
Develop and improve processes to prevent future disputes and chargebacks
Solid prior experience handling e-commerce disputes/chargebacks is required

4. Supplier Management
Communicate directly with overseas suppliers and fulfillment partners
Monitor supplier performance, responsiveness, pricing, and fulfillment times
Follow up on delayed, missing, incorrect, or damaged orders
Resolve supplier-related issues quickly
Negotiate and communicate regarding product costs, shipping costs, and other operational concerns
Ensure suppliers are following our required fulfillment standards
Maintain strong working relationships with suppliers

5. COGS & Margin Monitoring
Monitor COGS (Cost of Goods Sold) across products and orders
Ensure product and fulfillment costs remain aligned with the required margins
Identify increases in product, shipping, or fulfillment costs
Flag products where COGS is negatively affecting profitability
Regularly check whether actual costs match expected costs
Communicate with suppliers when costs need to be reviewed or renegotiated
Work closely with management to protect overall product margins

6. Phone Support Operations
We have a dedicated phone support team, and the Backend Manager will need to understand and oversee how phone support connects with backend operations.
Monitor phone support processes and performance
Ensure phone agents follow proper procedures for orders, cancellations, refunds, and customer concerns
Review escalated customer cases
Identify recurring issues coming from phone support
Ensure information provided by phone agents is accurate and consistent with backend policies
Coordinate with phone agents when an issue requires backend intervention

7. Team Management & Accountability
Manage and oversee backend team members
Assign responsibilities and monitor completion
Review team performance and productivity
Ensure SOPs are consistently followed
Train and coach team members when needed
Handle escalations and critical operational issues
Ensure the backend team maintains a high level of accuracy and accountability

8. Frontend & Overall Business Knowledge
Although the primary responsibility is backend operations, we want someone who is willing to learn the entire business.

You should have, or be willing to develop, working knowledge of:
Product pages and store management
Offers and upsells
Checkout/customer journey
Promotions and discount codes
Basic conversion and sales concepts
Frontend customer experience
How frontend decisions affect refunds, fulfillment, COGS, and overall profitability
Subscriptions
The long-term goal is for the Backend Manager to understand how the entire business operates, not just their individual department.

9. Reporting & Process Improvement
Monitor important operational KPIs
Track orders, refunds, cancellations, disputes, chargebacks, COGS, and fulfillment performance
Prepare regular reports and identify trends
Identify operational inefficiencies and recommend solutions
Create, update, and improve SOPs
Find opportunities to automate repetitive tasks
Continuously improve the backend operation as the business grows

10. Time Management, Team Coordination & Operational Tracking
Manage your own time effectively and prioritize tasks based on operational importance and urgency
Schedule and coordinate regular calls and meetings with team members, suppliers, and other relevant parties
Follow up with team members to ensure tasks and responsibilities are completed on time
Monitor team performance, productivity, and accountability on an ongoing basis
Keep track of important issues, decisions, follow-ups, and outstanding tasks
Document what is working well, what is not working, and what needs to be improved
Maintain a clear record of recurring problems, mistakes, delays, and operational issues so they can be addressed systematically
Proactively identify areas where the team or backend operation can be improved
Make sure important issues do not get forgotten or remain unresolved
Maintain a clear overview of the daily and weekly operational status and communicate important updates to management

The Person We Want
We are looking for someone who can eventually own the entire backend with minimal supervision.
You should be able to look at the operation and immediately understand:
What is working? What is not working? Where are we losing money? What needs to be fixed? Who needs to handle it? And what needs to happen next?
You must be comfortable taking ownership, communicating with suppliers and team members, analyzing numbers, solving problems, and stepping into the details when necessary.
We are looking for an operator, not someone who simply delegates tasks.

Requirements
✅ Solid e-commerce/dropshipping experience
✅ Experience with overseas suppliers/fulfillment
✅ Experience handling refunds and cancellations
✅ Strong dispute/chargeback experience
✅ Understanding of COGS and profit margins
✅ Experience managing or working with phone support teams
✅ Strong operational and analytical skills
✅ Excellent communication and problem-solving skills
✅ Full-time availability
✅ Willingness to work longer hours when operationally necessary
✅ Willingness to learn both backend and frontend operations
✅ Strong sense of ownership and accountability

Optional:
✅ Experience with AI and outsourcing
✅ CLaude code Chatgpt Codex