Salary: USD 50000.00 - 65000.00 annually

Category: Artist/Label Services

E-Commerce Operations Manager

**Reports to: **Associate Director, E-Commerce & Production Operations
**Direct Reports: **Customer Support Coordinator; Contracted CS Agents

The Company:
Rhymesayers Entertainment is a leading independent record label and artist management company based in Minneapolis, MN. In an era of quantity over quality, Rhymesayers Entertainment provides a comprehensive ecosystem to empower artists globally. With over 25 years of collaboratively partnering with artists, Rhymesayers Entertainment has helped build and guide the careers of artists such as Atmosphere, MF DOOM, Aesop Rock, Sa-Roc and many more.

Position Summary:
The E-Commerce Operations Manager is responsible for the seamless execution of the company’s e-commerce operations, ensuring a superior customer experience and efficient financial outcomes for the company and its artist partners. This includes managing 3PL fulfillment, overseeing all customer support/experience, managing E-Commerce store fronts of Rhymesayers and its artist partners, and analyzing sales data to inform strategic decisions. The ideal candidate is highly organized, data-driven, and solutions-focused, with a passion for streamlining processes and driving business growth.

Essential duties and responsibilities include, but are not limited to, the following:
E-Commerce Operations Management
• Oversee all e-commerce operations across direct-to-consumer (D2C), B2B, and wholesale sales channels.
• Support the Associate Director, E-Commerce & Production
• Operations as a day to day liaison with 3PL partners, ensuring fulfillment, storage, and operational efficiency.
• Monitor and troubleshoot order processing issues, including oversells and packaging material shortages.
• Manage packaging material levels and collaborate on demand planning to ensure consistent order fulfillment.
• Coordinate product launches, restocking, and shipment timelines in alignment with sales forecasts.
• Create and maintain product listings, including SKU creation, product descriptions, pricing, and digital asset management.
• Conduct regular audits to ensure data accuracy and platform optimization for seamless e-commerce operations.
• Track and report on key sales performance metrics, such as conversion rates, sales velocity, and order fulfillment timelines.
• Collaborate with internal teams on product merchandising and direct-to-consumer sales strategies.
• Manage Shopify platform operations, including developer and app management, platform support, and technical troubleshooting.
• Oversee webstore management including asset management, SEO optimization, and product order/collection management across all RSE and artist partner e-commerce platforms.
• Manage SKU setup in Shopify

Customer Service & Experience Management
• Oversee internal and external customer support functions to deliver best-in-class customer service.
• Maintain and regularly update response templates, policies, FAQs, and guidelines for consistent and efficient communication.
• Act as a product knowledge expert, providing support to resolve customer inquiries, disputes, and refunds.
• Develop processes to handle returns, damages, and exchanges efficiently in collaboration with the 3PL partner.
• Identify and address gaps in the customer experience, collaborating with marketing and operations teams to implement improvements.
• Analyze customer feedback and generate actionable insights for continuous improvement.

Vendor & Operations Management
• Partner with internal teams to monitor product COGs and optimize sourcing strategies for soft goods.
• Collaborate with the Inventory & Production Coordinator on inventory levels, product availability, and fulfillment readiness to ensure seamless e-commerce operations.

Data & Performance Analytics:

• Provide real-time feedback to the marketing team on campaign performance and create comprehensive post-campaign audits.
• Monitor and report on analytics across e-commerce platforms and the effects from social media properties, and newsletters.
• Build and present sales performance reports at key intervals (24 hours, one week, one month) after product launches.
• Conduct proactive routine audits on all of our eCommerce sites to ensure data accuracy and proper reporting, including product audits for accurate and up-to-date information.
General
• Additional job-related duties as needed, provided they are reasonably related to the scope and level of the role.

**Desired Skills and Experience: **
• 3+ years of experience in e-commerce operations, logistics, or a related field.
• Strong knowledge of e-commerce platforms such as Shopify, ShipHero, and inventory management systems.
• Experience with 3PL operations and fulfillment processes.
• Experience with Customer Support or Experience focused on brand performance and high Net Promoter Score
• Familiarity with demand planning for fulfillment operations and vendor management.
• Analytical mindset with the ability to report and interpret key sales performance metrics.
• Strong problem-solving, critical thinking, and organizational skills with excellent attention to detail.
• Ability to communicate effectively and collaborate cross-functionally within the organization.
• A warm and positive attitude with a solution-oriented approach to collaboration and teamwork.

Compensation and Benefits:

• Salary range: $50,000–$65,000

• 401(k) with Safe Harbor employer contribution

• Remote work

• 100% employer-paid health, dental, and vision insurance for employees, with the option to elect enhanced coverage at additional employee cost

• 200 hours of flexible paid time off annually for vacation, personal time, or sick leave

• 12 weeks of paid parental leave

• A creative, mindful company culture