Backend Manager - E-commerce / Shopify Dropshipping

🚀 HIRING: Backend Manager – E-Commerce / Dropshipping

We're a Google Dropshipping business doing $10M+ in annual revenue across 10+ stores, and we're still growing.

We're looking for a highly experienced, dedicated, and reliable VA for a long-term role who can take full ownership of our backend operations and keep improving our systems.

You'll oversee the entire backend: making sure orders flow smoothly, costs and margins stay under control, suppliers are well managed, and refunds, disputes, and chargebacks are handled accurately and efficiently.

⚠️ This is NOT an entry-level role.
Solid e-commerce/dropshipping experience is a MUST. We need someone who already understands the backend and can step in, take responsibility, and help us maintain, optimize, and scale our existing systems.

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🔥 WHAT WE'RE LOOKING FOR

• Proven, hands-on experience managing e-commerce/dropshipping operations
• Strong understanding of overseas dropshipping (suppliers, fulfillment, shipping, tracking, delivery)
• Full-time availability, willing to work longer hours when needed
• Able to take full ownership of the backend operation
• Strong experience with refunds, disputes, and chargebacks
• Experience managing or working with phone/customer support agents
• Strong understanding of COGS, margins, refunds, fulfillment costs, and profitability
• Highly organized, proactive, analytical, and detail-oriented
• Strong communication and supplier-management skills
• Willing to keep learning the entire business, including frontend
• Spots problems early and acts without waiting for instructions

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📌 KEY RESPONSIBILITIES

1️⃣ Order Flow & Backend Operations

• Monitor the full order flow from purchase to 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 and quickly resolve fulfillment bottlenecks
• Run regular backend checks and ensure SOPs are followed

2️⃣ Refund & Cancellation Monitoring

• Monitor refund rates and flag unusual increases or trends
• Track refunds by product, offer, source, and customer issue
• Review refund reasons and identify recurring problems
• Monitor cancellation rates and find out why customers cancel
• Ensure refunds follow company policy and SOPs
• Reduce unnecessary refunds while keeping service quality high

3️⃣ Disputes & Chargebacks

• Handle and oversee payment disputes and chargebacks
• Prepare and submit evidence/documentation
• Monitor dispute and chargeback rates and outcomes
• Identify recurring causes and build processes to prevent them
• Solid prior dispute/chargeback experience is required

4️⃣ 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
• Negotiate product costs, shipping costs, and operational concerns
• Ensure suppliers meet our fulfillment standards
• Maintain strong supplier relationships

5️⃣ COGS & Margin Monitoring

• Monitor COGS across products and orders
• Keep product and fulfillment costs aligned with target margins
• Flag rising costs and products hurting profitability
• Check that actual costs match expected costs
• Renegotiate with suppliers when needed
• Work closely with management to protect margins

6️⃣ Phone Support Operations

• Oversee how our phone support team connects with backend operations
• Monitor phone support processes and performance
• Ensure agents follow correct procedures for orders, cancellations, and refunds
• Review escalated cases and identify recurring issues
• Ensure agents give accurate information consistent with backend policies
• Coordinate with agents when backend intervention is needed

7️⃣ Team Management & Accountability

• Manage and oversee backend team members
• Assign responsibilities and monitor completion
• Review performance and productivity
• Ensure SOPs are consistently followed
• Train and coach team members when needed
• Handle escalations and critical operational issues

8️⃣ Frontend & Overall Business Knowledge
Backend is the priority, but we want someone willing to learn the whole business, including:

• Product pages and store management
• Offers, upsells, and subscriptions
• Checkout and customer journey
• Promotions and discount codes
• Basic conversion and sales concepts
• How frontend decisions affect refunds, fulfillment, COGS, and profitability

9️⃣ Reporting & Process Improvement

• Track key KPIs: orders, refunds, cancellations, disputes, chargebacks, COGS, fulfillment
• Prepare regular reports and identify trends
• Spot inefficiencies and recommend solutions
• Create, update, and improve SOPs
• Find opportunities to automate repetitive tasks

🔟 Time Management & Operational Tracking

• Prioritize tasks by importance and urgency
• Schedule and coordinate calls with team members, suppliers, and other parties
• Follow up to ensure tasks are completed on time
• Track key issues, decisions, follow-ups, and open tasks
• Document what's working, what's not, and what needs improving
• Keep a clear record of recurring problems, mistakes, and delays
• Make sure nothing important gets forgotten or left unresolved
• Keep management updated on daily and weekly operational status

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🎯 THE PERSON WE WANT

Someone who can eventually own the entire backend with minimal supervision.

You should be able to look at the operation and immediately know:

• What's working?
• What's not working?
• Where are we losing money?
• What needs to be fixed?
• Who needs to handle it?
• What needs to happen next?

We're looking for an OPERATOR, not someone who simply delegates tasks.

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✅ 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
✔️ Willing to work longer hours when necessary
✔️ Willing to learn both backend and frontend operations
✔️ Strong sense of ownership and accountability

➕ NICE TO HAVE

• Experience with AI tools and outsourcing
• Familiarity with Claude Code, ChatGPT, or Codex

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📩 Interested? Start with the word 'BROWN" in your cover letter to prove you've read through the job details.