eCommerce Website Operations Manager (WooCommerce)

About the Role

We are seeking a hands-on WooCommerce Operations Manager to oversee site health, speed, and commercial performance. This role involves optimizing pages for conversion, establishing SOPs for content and creative execution, managing key performance indicators (KPIs) such as AOV, conversion, RFM, and attrition, and ensuring the integrity of our CRM, integrations, and data. The ideal candidate will be AI-forward, leveraging LLM tools with a disciplined approach.

What You'll Do

Site Performance & CRO (WooCommerce)

• Own Core Web Vitals (LCP/CLS/INP), TTFB, and uptime; collaborate with development and hosting teams on PHP versions, OPcache, Redis/object cache, and CDN policy.
• Configure and optimize caching, assets, image/CDN delivery, database hygiene, and query monitoring.
• Conduct continuous A/B tests across Product Detail Pages (PDP), Product Listing Pages (PLP), cart/checkout, search, and navigation using tools like VWO/Convert.
• Enhance onsite search and merchandising rules (synonyms, boosting, zero-results handling).
• Implement upsell/cross-sell strategies, bundles, subscriptions, and free-shipping thresholds to increase Average Order Value (AOV).

Execution Rules & SOPs

• Develop and enforce Standard Operating Procedures (SOPs) for content/creative updates, QA, approvals, and rollbacks.
• Publish release calendars and checklists (UTMs, pixels/tags, accessibility, legal).

KPI Ownership & Growth Levers

• Track and improve AOV, conversion rate, repeat rate/attrition, RFM distribution, and Customer Lifetime Value (LTV).
• Provide weekly KPI readouts and experiment roadmaps; propose broad tactics such as loyalty programs, subscriptions, and pricing/offer tests.

Updates, Uptime & Backups (WordPress)

• Manage core, theme, and plugin update cadence via staging/UAT environments; handle WP-CLI/Git-based deployments; maintain rollback plans and automated backups.
• Monitor error rates, webhook/cron health, and vendor Service Level Agreements (SLAs).

CRM & Lifecycle

• Ensure CRM hygiene (deduplication, consent management, deliverability) and accurate event/field mapping from WooCommerce (orders, refunds, cancellations, subscription states).
• Partner with Email/SMS platforms (e.g., Klaviyo) on segmentation, winback campaigns, replenishment strategies, and triggers.
• Maintain GDPR/CCPA compliance and Consent Management Platform (CMP) consent capture.

Integrations & Data Integrity

• Manage WooCommerce integrations including payments (Stripe/PayPal/Authorize.net), tax (Avalara/TaxJar), shipping/fulfillment (ShipStation), reviews, loyalty, subscriptions, feeds (GMC/Meta/Amazon), and analytics (GA4/GTM).
• Define data contracts and validate events; reconcile orders, taxes, refunds, and inventory across systems.
• Monitor REST API/webhooks/ETL jobs; alert on failures and data drift.

Related Responsibilities

• Catalog hygiene (attributes/variants, schema, canonical/SEO basics, 301 redirects).
• Accessibility compliance (WCAG 2.2 AA); basic security posture (WAF/Cloudflare, least-privilege, plugin audits).
• Vendor/project management; backlog grooming and quarterly roadmap development.

What You'll Bring

• 5+ years of experience managing WooCommerce/WordPress storefronts at scale.
• Practical development literacy: HTML/CSS, basic PHP/JS, MySQL basics, WP-CLI; comfort with log reading and debugging plugin conflicts.
• Proficiency with tooling: GA4/GTM, testing platforms (VWO/Optimizely/Convert), heatmaps/session replay (Hotjar/FullStory), and performance tools (PageSpeed/Lighthouse).
• Experience with CRM/ESP (Klaviyo/Hubspot) and data quality governance; working knowledge of APIs/webhooks.
• Strong communication and documentation skills, translating KPIs into prioritized tests and shippable work.

Nice to Have

• Redis/object cache tuning.
• Cloudflare/Edge rules experience.
• SEO technical knowledge (Yoast/RankMath).
• Experience with Woo Subscriptions/Memberships/Bundles.
• Git/GitHub Actions experience.

How We'll Measure Success

• Performance: Core Web Vitals, TTFB, uptime, error rate/MTTR.
• Growth: Conversion rate, AOV, repeat rate/attrition, RFM mix, CLTV.
• Funnel: PDP to Add-to-Cart conversion, search conversion, checkout completion.
• CRM: Deliverability, list growth, consent rates, data hygiene.
• Quality: Data parity across systems, failed job/webhook rate, experiment velocity/wins.

Your First 90 Days

• 0–30 days: Conduct a WooCommerce audit (hosting, PHP, cache/CDN, DB), plugin/theme inventory, data/event mapping, CRM fields, and a Bricks component audit; publish SOPs and establish KPI baselines.
• 31–60 days: Implement performance fixes (image/CDN, critical CSS, caching), strengthen consent/tracking, establish an experiment pipeline (3–5 tests), and resolve top data-integrity gaps.
• 61–90 days: Launch an AOV program (bundles/upsell/free-ship threshold), automate data checks/alerts, and deliver an executive dashboard with weekly insights.

Tools We Use

• WooCommerce/WordPress
• GA4/GTM
• VWO/Convert
• Hotjar/FullStory
• Klaviyo
• Cloudflare
• GMC/GSC
• Tax/Ship/PSP integrations
• Hubspot
• Livechat/Chatbase

Job Types: Full-time, Part-time, Contract

Pay: $40.00 - $60.00 per hour

Application Question(s): Do you currently work as an ecommerce operations manager or similar?

Experience:

• Woocommerce: 5 years (Required)
• E-commerce: 5 years (Required)
• CRM software: 3 years (Required)

Work Location: Remote