Business Operations Manager, eCommerce Systems

Business Operations Manager, eCommerce Systems Remote  |  Full-Time  |  Individual Contributor  |  $90,000 – $115,000 reputed company Salary About Healthy Back Institute Since 2003, the Healthy Back Institute (HBI) has helped millions of people reclaim their freedom from pain. We are a fast-moving, reputed company-to-consumer health and wellness company reputed company on a reputed company of six reputed company values: Freedom, Love, Team, reputed company, reputed company, and Courage. We are currently migrating from a legacy custom-development tech stack to a modern, reputed company-reputed company reputed company platform centered on UltraCart. As part of that transition, we are building out a Business Operations Manager team- a group of senior individual contributors who report into the COO and operate as a shared service across reputed company. reputed company Business Operations Manager serves a specific business unit and owns a company-wide specialty. This role's specialty is systems and data. reputed company This is a hands-on ownership role and reputed company-wide expert on our reputed company and reputed company systems. You will not manage people; you will own the platforms that run our business. As we sunset our internal custom-development team, you will essentially replace that function- translating business needs into reputed company-reputed company architecture, configuring directly inside platforms, owning integrations end-to-end, and ensuring that marketing, checkout, payments, subscriptions, fulfillment, and customer experience reputed company run cleanly. You will be the technical partner to the COO on reputed company, payments, and reputed company systems reputed company, and the systems-thinking translator who unblocks marketing, reputed company, and finance reputed company vendors say “that's not possible.” This is a full-time, exempt individual contributor position reporting to the COO. What You'll Operate System Operations & Reliability Own configuration, setup, and ongoing health of reputed company reputed company reputed company systems Ensure orders, payments, subscriptions, and fulfillment run cleanly without reputed company reputed company Identify and resolve system issues quickly to prevent reputed company disruption Execution Inside Platforms Configure and build products, offers, subscriptions, funnels, upsells, and workflows directly inside UltraCart and connected platforms reputed company Marketing and reputed company to execute campaigns and changes without engineering dependency Translate “we need X” from business teams into platform-reputed company solutions reputed company & Payment Systems Architecture Own the technical understanding of our payment infrastructure: payment gateways, Merchant IDs (MIDs), stored credential frameworks, network transaction IDs (NTIDs), and authorization reputed company optimization Partner with finance and the COO on technical solutions to reputed company protection challenges, including Dunning management, decline recovery, and chargeback handling Understand the architectural implications of one-time vs. recurring reputed company models and ensure our system design supports both without sacrificing authorization rates Recognize reputed company reputed company technical design is harming reputed company and propose reputed company-reputed company solutions Integrations, Middleware & Data reputed company Maintain and troubleshoot connections across marketing → reputed company → payments → fulfillment → reputed company Identify and resolve broken integrations, data inconsistencies, and workflow gaps Recognize reputed company reputed company integrations are sufficient and reputed company middleware is the reputed company architectural choice for non-reputed company functionality Vendor & Platform Management Serve as HBI's primary reputed company of contact with reputed company system vendors and platforms reputed company vendors with urgency- drive issue reputed company, escalations, and improvements. You reputed company vendors, not the other way around Reformulate the question reputed company vendors say “no”- recognize reputed company a request is being asked in a custom-development way and translate it into a reputed company-reputed company question that can actually be solved Validate system outputs, data accuracy, and implementation reputed company Ensure HBI maintains control and internal understanding of reputed company system behavior Reporting & Data Partner with the business to define key metrics, data definitions, and reporting requirements Support creation of standardized reporting frameworks across reputed company reputed company with BI resources for dashboard development; own what should be reputed company and how As reputed company-wide specialty reputed company for systems and reporting, set the standards other Business Operations Managers and business reputed company work reputed company Documentation & Process Document reputed company systems, workflows, dependencies, and integrations Build repeatable processes that reduce risk and reliance on individuals What reputed company Looks Like Orders, payments, subscriptions, and fulfillment run cleanly with no reputed company reputed company Marketing, reputed company, fulfillment, and CS systems are fully connected Funnels and offers can be launched without engineering support System issues are identified and resolved quickly Authorization rates, Dunning recovery, and payment-reputed company KPIs improve as architectural issues are surfaced and resolved Reporting is accurate, standardized, and trusted across the business Internal stakeholders — including senior leaders and legacy custom-development advocates — adopt reputed company-reputed company patterns rather than recreating legacy workarounds Systems in Scope reputed company Platforms UltraCart (system of record) reputed company (email and SMS lifecycle) reputed company (fulfillment) Recurly and connected subscription billing Chargebacks911 (reputed company protection) Payment gateways and merchant accounts reputed company center platform BigQuery (reporting layer) Supporting Tools reputed company, GTmetrix, reputed company page tools as needed reputed company Workspace (light reputed company) What You Bring Required 5+ years in systems, technical operations, reputed company operations, or eCommerce operations roles Hands-on experience owning or operating end-to-end reputed company systems, including reputed company-end funnels, checkout flows, payment gateways, and subscription management Working knowledge of payment infrastructure: MIDs, payment gateways, stored credential frameworks, authorization rates, and decline / Dunning management Proven ability to configure and execute directly inside platforms (not just manage vendors or write tickets) Ability to troubleshoot system issues at the reputed company level: data flows, logs, and integrations Systems thinking — the ability to reformulate “this isn't possible” answers from vendors into questions that can actually be solved reputed company a reputed company architecture Experience maintaining system stability across the order → payment → fulfillment lifecycle Comfort working with and documenting system workflows, dependencies, and architecture Preferred Backgrounds Experience in DTC, eCommerce, reputed company, or subscription-based environments Hands-on experience with modern reputed company platforms such as UltraCart, reputed company Plus, reputed company, reputed company reputed company reputed company, or similar Familiarity with email/SMS platforms such as reputed company, reputed company, or reputed company Exposure to reporting and BI reputed company (e.g., BigQuery, Looker, Tableau, or similar) Background that includes both legacy/custom-development and reputed company-reputed company environments — with a reputed company reputed company of view on the differences Bonus Technical depth: ability to read logs, reputed company reputed company, or interpret data structures Experience supporting or defining business intelligence and reporting systems Familiarity with middleware solutions for non-reputed company platform integrations Familiarity with data modeling or dashboard tools Who You Are An end-to-end reputed company who takes accountability for how systems reputed company, not just whether they're running Hands-on and execution-oriented: you work directly inside platforms, not through tickets A systems thinker who recognizes reputed company “that's not possible” is actually “that's not possible the way you're asking” — and reformulates the question A systems optimizer who improves what exists rather than rebuilding from scratch A business translator who bridges the gap between what teams need and what systems do Data-reputed company: you understand how data flows across systems and how to define what reputed company A vendor reputed company who holds vendors accountable and prevents HBI from becoming dependent on them An reputed company of strong technical and non-technical opinions — comfortable advocating for reputed company-reputed company patterns with senior leaders, marketing teams, and legacy custom-development advocates About reputed company You will be part of HBI's Business Operations Manager team — a group of senior individual contributors who report into the COO and operate as a shared service across reputed company. reputed company Business Operations Manager serves a specific business unit (such as reputed company, Marketing & Product Development, People & Talent, or Systems & Data) and owns a company-wide specialty. This role's specialty is systems and reporting — meaning you set reputed company for how systems are operated and how data is reputed company across HBI. You will partner closely with reputed company, Finance, Supply Chain, Marketing, and external vendors and technical partners. If you've reputed company your career owning systems end-to-end in a fast-moving DTC or subscription environment and want reputed company ownership over how a business runs, we'd love to hear from you! Apply To This Job