E-Commerce Operations & Customer Experience Lead

Job Description

Job Description

Midwest Shoe Merchants is seeking a full-time E-Commerce Operations & Customer Experience Lead to grow and optimize our online business from our Brookfield, Wisconsin location.

This role blends exceptional customer service with hands-on ownership of our Shopify storefront and day-to-day e-commerce operations, while leading and supporting a small team responsible for customer service and online order fulfillment.

If you love helping customers, improving digital experiences, and developing people, this is a role where you'll have real impact. You'll balance daily execution with coaching, workflow coordination, and continuous improvement across our e-commerce operations.

This is a working lead role: you'll remain hands-on with customer interactions and website operations, while also setting priorities, coaching team members, and ensuring consistent service standards. The role is ideal for someone who enjoys leading by example, improving processes, and building a strong, customer-focused team.

What the Role Looks Like

Customer Experience Leadership

You'll be a friendly, solution-focused point of contact for our online customers and a leader in delivering consistent, high-quality service. You will:

• Respond to customer inquiries via email, phone, and live chat
• Assist with orders, shipping, returns, exchanges, and product-related questions
• Troubleshoot issues, provide clear solutions, and follow through to resolution
• Identify recurring customer issues and recommend process or system improvements to enhance the experience

Every interaction is an opportunity to build trust and reinforce our mission of delivering exceptional fit, comfort, and service.

You'll take hands-on ownership of the day-to-day operation of our Shopify storefront, ensuring the site runs smoothly, accurately, and efficiently. Your responsibilities will include:

• Managing the daily operations of the Shopify site
• Maintaining accurate product pages, images, descriptions, merchandising products, and categories
• Managing and optimizing Shopify apps, integrations, and inventory connections
• Performing light front-end updates using theme editors and basic HTML/CSS or no-code tools
• Troubleshooting site issues and coordinating fixes with internal teams or external partners
• Supporting SEO best practices and maintaining a clear site structure
• Identifying workflow improvements, automation opportunities, and operational efficiencies

This is a hands-on role where your technical judgment and attention to detail directly impact site performance and customer experience.

You'll also partner closely with the Marketing team to support promotions and keep the site fresh and engaging. This includes:

• Executing promotions, campaigns, and homepage updates
• Supporting digital merchandising through product organization and visibility improvements
• Ensuring site content aligns with brand standards and marketing priorities
• Providing operational input to help scale and grow the e-commerce business

Fulfillment & Operations

While fulfillment is a smaller part of the role, your support keeps operations running smoothly when needed. You'll:

• Process and pack online orders accurately and efficiently
• Inspect and process returns, update systems, and restock items as needed
• Maintain an organized, efficient backroom and support basic inventory tasks

How You Work

No matter the task, you model the Midwest Shoe Merchants' pillars:

• You Never Settle - you strive for accuracy, efficiency, and continuous improvement
• You Elevate Relationships - you support your team and treat every customer with care
• You Make an Impact - you understand that each package and conversation matters

What We Offer

Pay & Schedule

• $52,000–$66,560 annually, based on experience
• Full-time, 40 hours per week
• Monday–Friday, day shift only
• No evenings, overnights, or major holidays

Benefits

• Health, dental, and vision insurance
• Paid vacation & sick days
• Paid parental leave
• 401(k)
• Employee Assistance Program (EAP)
• Exclusive employee discount

What You Bring

Required

• 3+ years of experience in e-commerce, digital retail, or related online business environment
• Bachelor's degree or equivalent practical experience
• Hands-on experience managing a Shopify storefront and familiarity with Shopify apps, integrations, and basic site functionality
• Working knowledge of basic HTML/CSS or comfort using no-code tools
• General understanding of SEO principles and website or e-commerce analytics

Desired

• Experience taking ownership of projects, workflows, or small teams
• Strong attention to detail with an organized, task-driven approach
• Friendly, clear, and thoughtful communication style
• Comfort balancing customer service responsibilities with operational and platform work
• Collaborative mindset with a natural "How can I help?" approach
• Retail or footwear industry experience

Physical Requirements

• Ability to lift and carry up to 40 lbs
• Ability to stand for extended periods and perform frequent bending and reaching
• Ability to safely use step stools or ladders as needed
• Ability to work in a fast-paced backroom and fulfillment environment

About Midwest Shoe Merchants

We're a third-generation, family-owned company with seven brick-and-mortar locations across four brands-Stan's Shoes, Goodmiles Running Company, Vionic Store Milwaukee, and Waxberg's Walk Shoppe. For 75 years, we've built our reputation on exceptional fit, great service, and deep community values.

Ready to Join the Team?

If you're looking for a role where you can lead, grow your skills, and make a real impact on a thriving e-commerce business, we'd love to hear from you.

Apply today-our mobile-friendly application takes just minutes.