E-Commerce Operations Lead (Amazon, Fulfillment & AI Operations) - 21824

E-Commerce Operations Lead (Amazon, Fulfillment & AI Operations)

• Location: Fully remote
• Schedule: Full-time, Monday–Friday, 9:00 AM–5:00 PM US Eastern
• Target regions: Latin America (full U.S. Eastern overlap); South Africa considered for candidates comfortable working an afternoon-to-evening local shift
• Reports to: Company leadership
• Manages: Customer Service Manager (Philippines-based support team) and a part-time sourcing agent in China; oversees the company’s AI operations agent
• Requirements: Reliable high-speed internet and a dedicated workspace

We are a rapidly growing U.S.-based direct-to-consumer brand of battery-heated apparel. Our line covers heated gloves and glove liners, socks, jackets, vests, fleece, base layers and accessories, built on carbon-fiber heating elements and rechargeable lithium-ion batteries. Our customers rely on our gear for outdoor work, winter sports, farming, golf and everyday cold.

We sell through our own Shopify store and on Amazon, and our business peaks hard from October through February. We run lean on purpose: a small core team supported by a customer support team in the Philippines, a U.S. 3PL warehouse, a manufacturing and dropship partner in China, and an Amazon agency.

We are also an AI-first operation. An AI operations agent already runs our daily inventory checks, order files, stock alerts and support-quality grading. The people on our team set direction, make the judgment calls and keep the whole system honest.

We have automated a lot of our operations. What we need now is the person who owns them.

Our AI agent does the repetitive work well, but it still needs a human who reviews what it produces, approves what goes live, catches its mistakes and decides what it can be trusted to run alone. Around that agent sit a 3PL, a China dropship partner, an Amazon agency, testing labs, a sourcing agent and a support team. Each one needs someone holding them accountable.

You will be that person. You will keep orders moving, keep our Amazon account healthy and compliant, and turn the way we work into clear written procedures that people and AI can both follow. The stakes are highest during our October–February season, when a stuck shipment, a suspended listing or a stockout costs us real revenue.

• Review the AI operations agent’s daily reports, alerts and drafted work
• Approve or reject actions before they go live, including Amazon orders, inventory changes, customer emails and SOP updates
• Catch errors, give the agent clear corrections, and track where it is reliable and where it is not
• Decide which tasks the agent can run on its own, and expand that list as it earns trust

• Own day-to-day coordination with our U.S. 3PL warehouse and our China dropship partner
• Manage inbound purchase orders, receiving issues, order holds and freight pickups
• Act on stuck or unshipped order alerts and see each one through to resolution
• Audit the 3PL’s monthly invoice before payment and resolve billing discrepancies
• Prepare fulfillment capacity and inbound timing ahead of the October–February peak

• Work in Seller Central under your own user login
• Create and manage FBA inbound shipments, including middle-mile shipments through Pattern
• Open, escalate and follow through on Amazon support cases
• Resolve listing issues Amazon flags and monitor account health metrics before they become problems
• Decide when to switch products between FBA and seller-fulfilled as stock runs low
• Direct our Amazon agency and review the quality of their work

• Keep battery and hazmat documentation current so listings stay live
• Coordinate with testing labs (such as TUV, SGS and DEKRA) and our Amazon agency on certificates and renewals
• Track expiration dates and new product launches so certification never becomes a last-minute blocker

• Manage our Customer Service Manager through weekly KPIs, coaching and follow-up
• Review the weekly AI reply accuracy report against our 90% target and make sure gaps get closed
• Ensure the support team and the AI follow our written procedures
• Use recurring support issues (sizing, battery and warranty claims) to flag product and process fixes

• Manage our part-time, Mandarin-speaking sourcing agent across purchase orders, production timelines, samples and supplier invoices
• Keep all supplier contacts and agreements in the company’s name
• Feed quality and defect trends back to suppliers ahead of the next production run

• Own our SOP wiki (Slab) and keep every procedure accurate and current
• Review SOPs the AI flags as outdated, check its drafted updates and publish them
• Write new SOPs whenever the same judgment call keeps coming up, so it can be handled consistently or automated

• Join the weekly inventory planning review and make restock recommendations
• Approve operational decisions within your authority and escalate the rest, following our decision-authority SOP
• Maintain your own weekly KPI tracker and present operations updates in our Tuesday team meeting

• 5+ years in operations for an e-commerce brand
• Hands-on Amazon Seller Central experience, including FBA inbound shipments, support cases, and listing and compliance issues
• Experience with Shopify and managing a 3PL warehouse relationship
• Experience managing or overseeing at least one direct report
• Hands-on experience working with AI in operations, such as AI agents, AI support tools or automations
• Fluent written and spoken English; you will write SOPs and lead meetings in English
• Clear, structured writing: you can turn a messy process into simple steps
• Strong spreadsheet skills in Google Sheets or Excel
• Available 9:00 AM–5:00 PM U.S. Eastern, Monday–Friday, with reliable internet

• Experience with seasonal products, apparel, or battery and hazmat products on Amazon
• Experience working with suppliers or sourcing agents in China
• Familiarity with Pattern, ShipHero, Trello, Slab, Richpanel or Ramp
• Experience managing an offshore or remote customer support team
• Background working alongside or managing an Amazon agency

You are:

• An owner, not a task-taker. You see a stuck order, an expiring certificate or a slipping KPI and you close the loop without being asked.
• Skeptical of automation in the right way. You trust the AI where it has earned it, check its work where it has not, and can explain the difference.
• Fluent in Amazon’s rules. You have opened enough support cases and fixed enough flagged listings to know how Seller Central actually behaves.
• A systems writer. When the same question comes up twice, your instinct is to write the procedure.
• Calm under seasonal pressure. Peak-season volume and tight deadlines sharpen your focus rather than scatter it.
• A clear manager across time zones. You can coach a support lead in the Philippines, direct a sourcing agent in China and hold a U.S. 3PL accountable in the same week.