E Commerce Customer Support Jobs (NOW HIRING)

Founded in 1989 and headquartered in Los Angeles, CALPAK is building toward a future where travel feels less like logistics and more like possibility — where great design quietly removes friction so people can focus on where they're going, not what they're carrying. We're looking for a Sr. Ecommerce Manager to serve as the operational leader of our Ecommerce team, reporting directly to the Director of Ecommerce and translating long-term channel strategy into prioritized roadmaps, clear team ownership, and measurable business results. This person will lead and develop a high-performing team, own the day-to-day performance of the ecommerce channel — from onsite merchandising and conversion optimization to campaign execution and SEO — and build the operating rhythms that keep priorities aligned and performance visible across the organization.

• Partner with the Director of Ecommerce to translate long-term ecommerce strategy and business goals into prioritized annual and quarterly roadmaps, execution plans, and team objectives.
• Lead, mentor, and develop a high-performing Ecommerce team by setting clear expectations, delegating meaningful ownership, providing ongoing coaching and feedback, and supporting each team member’s professional growth.
• Own the day-to-day performance of the ecommerce channel, monitoring revenue, conversion rate, average order value, onsite engagement, campaign performance, and customer journey health.
• Establish weekly and monthly performance reviews that identify opportunities, surface risks, and translate customer and business insights into clear recommendations and actions.
• Lead ecommerce merchandising, onsite optimization, search and browse strategy, and experimentation initiatives that improve product discovery, conversion, and the overall customer experience.
• Own end-to-end ecommerce campaign and promotional execution, including planning, cross-functional coordination, onsite implementation, launch readiness, performance evaluation, and post-campaign learnings.
• Partner with Marketing, Creative, Product, Planning, and Operations on product launches, assortment priorities, merchandising strategy, and catalog architecture decisions.
• Own the SEO agency relationship, setting strategic direction, aligning priorities with the broader ecommerce roadmap, and holding the program accountable to defined performance goals.
• Represent ecommerce priorities across UX/UI and web development initiatives by defining business requirements, prioritizing the development backlog, coordinating launch readiness and QA, and measuring the impact of completed work.
• Manage ecommerce agencies and technology partners, ensuring deliverables, timelines, performance, and investments remain aligned with business objectives.
• Build strong cross-functional relationships across Creative, Marketing, Retention, Acquisition, Customer Experience, Product, Planning, Operations, and Digital Technology.
• Leverage AI tools to improve team scalability and operational effectiveness by developing stronger processes, documentation, automation, and AI-assisted workflows.
• Foster a team culture centered on ownership, accountability, analytical thinking, collaboration, and continuous improvement.

• 7+ years of ecommerce experience, including significant responsibility for the performance and growth of a DTC or consumer ecommerce business.
• 3+ years of people management experience leading ecommerce or digital teams, with a demonstrated ability to coach, develop, and grow high-performing team members.
• Strong understanding of the ecommerce customer journey, including acquisition landing experiences, onsite merchandising, product discovery, conversion optimization, retention touchpoints, and customer behavior.
• Experience using ecommerce and customer data to identify opportunities, evaluate performance, and translate insights into clear business recommendations.
• Strong knowledge of ecommerce merchandising, search and browse experiences, conversion-rate optimization, experimentation, and digital customer experience best practices.
• Hands-on experience with Shopify and GA4. Experience working within Shopify Plus is strongly preferred.
• Experience leading cross-functional initiatives and managing complex projects from strategy and planning through execution, launch, and performance evaluation.
• Experience managing external agencies, technology partners, or ecommerce vendors against defined goals and deliverables.
• Strong communication and stakeholder-management skills, with the ability to align teams, influence decisions, and adapt communication for different audiences.
• Familiarity with AI-assisted workflow automation and its application to ecommerce operations is strongly preferred.
• Must be able to commute to CALPAK’s office in Gardena, California. This role requires working on-site Monday through Friday during the first three months, followed by a transition to CALPAK’s hybrid work schedule.

• Annual bonus plan
• Medical, Dental & Vision insurance
• 401K w/ company matching
• Life insurance & Disability coverage
• Accrued paid time off & floating holidays
• Monthly wellness credits
• Dog friendly office
• Employee discount
• Benefits and incentive compensation may be subject to other requirements and conditions