Operations Manager (Ecommerce CS & Order Fulfillment, Book Project Manager)

Operations Management

• Developed and maintained efficient workflows and SOPs for daily business operations.

• Streamlined coordination between departments (e.g., editorial, marketing, ecommerce) to reduce bottlenecks.

• Created structured weekly and monthly task tracking to ensure all departments meet deadlines.

• Supported the hiring and onboarding process for new team members.

• Conducted regular operational reviews to identify inefficiencies and implement improvements.

Ecommerce Management

• Oversaw daily order fulfillment operations through the ecommerce platform (Shopify).

• Coordinated with third-party logistics (ShipBob, ShipMonk, SFC).

• Managed and resolved customer issues related to orders, refunds, and tracking inquiries.

• Monitored inventory levels and restocking needs.

Customer Service

• Managed the company’s customer service inbox, responding to inquiries and resolving issues promptly.

• Built and maintained a customer service knowledge base for consistent and efficient responses.

• Escalated complex issues to the appropriate team members and tracked resolutions.

• Maintained high standards of communication tone and response time.

• Implemented automations or templates to streamline common customer service responses.

Social Media Community Management

• Managed and engaged with the Facebook book-loving community group with over a million followers.

• Created and posted engaging content tailored to the interests of the community.

• Reacted to comments and responded to posts to keep the conversation active.

• Replied to direct messages and chats from community members, maintaining a friendly and responsive tone.

• Supported brand visibility and strengthened community loyalty through active moderation and interaction.

Book Publishing Project Management

• Created and maintained a project timeline and milestone tracker for the book publishing process.

• Coordinated interviews, photo submissions, and content approvals from featured individuals.

• Scheduled and followed up on deadlines with contributors, editors, designers, and printers.

• Managed legal documents such as release forms and agreements.

• Provided status updates to leadership and ensured the project stayed within scope and timeline.

Team Collaboration

• Acted as a key liaison between the editorial, design, and marketing teams to align on project goals.

• Provided status updates on operations and the book project.

• Facilitated communication between stakeholders (internal team, partners, contributors).