E-Commerce Manager

**\*\*\*This is an on\-site position, NOT remote/hybrid\*\*\*** **Job Description** Epoch Sports is seeking a E\-Commerce \& Customer Experience Manager to lead the charge across our online storefront and customer journey. This hybrid role combines digital merchandising, website management, campaign coordination, and hands\-on customer support. You’ll be responsible for running the day\-to\-day operations of our e\-commerce business — optimizing product listings, launching drops, troubleshooting site performance — while also handling customer inquiries and building relationships with our community. This is a perfect opportunity for someone who is both analytical and empathetic, thrives in a fast\-moving sports environment, and is ready to help a bold brand grow. **Key Responsibilities** * E\-Commerce Operations (60%) + Oversee the Epoch Sports Shopify Plus store, including product uploads, pricing updates, product categorization, collections, and metadata + Monitor and improve website performance, UX, and conversion rates + Coordinate seasonal product drops, campaign pages, sales promotions, and restocks with marketing and creative teams + Ensure on\-site branding, product imagery, and copy reflect current marketing strategy and tone + Track performance KPIs: conversion rate, bounce rate, AOV, UPT, return rate, and site speed + Collaborate with fulfillment and warehouse teams to ensure accurate inventory flow and timely shipping + Manage integrations and tools such as Klaviyo, Gorgias, Google Analytics, Meta Ads, and post\-purchase flows * Customer Experience (40%) + Provide responsive, solution\-oriented customer support via Gorgias (email, chat, and phone) + Resolve issues related to orders, returns, shipping delays, product sizing, and general inquiries + Update and maintain FAQ, sizing guides, return policies, and automated responses to improve self\-service options + Track and escalate recurring feedback to internal teams (product, ops, design) + Represent the voice of the customer in strategic meetings to enhance the overall user journey + Maintain a helpful, professional, and brand\-aligned tone across all customer communication **Qualifications** * 2–4 years of experience in an e\-commerce or DTC brand, ideally within sports, athletic wear, or consumer products * Proficiency with Shopify Plus, Google Analytics, and Gorgias (or comparable customer support platform) * Strong written communication skills and an instinct for customer tone and messaging * Ability to analyze data, identify trends, and implement site optimizations * Comfortable working cross\-functionally in a fast\-paced, startup\-like environment * Organized, adaptable, and self\-motivated with an entrepreneurial mindset * Passion for sports, athletics, and performance gear a strong plus **Bonus Skills (Not Required but Preferred)** * Familiarity with paid media platforms (Meta Ads, Google Ads) * Experience with Klaviyo or email/SMS campaign coordin