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

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

Job Title

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

Location / Employment Details
* 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

About the Company

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.

About the Role

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.

Key Responsibilities

AI Operations Oversight
* 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

Fulfillment & 3PL (Shopify)
* 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

Amazon Operations & Account Health
* 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

Compliance & Product Certifications
* 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

Customer Service Leadership
* 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

Sourcing & Supplier Management
* 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

SOPs & Process Ownership
* 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