E-commerce, Logistics & Customer Service Manager

Job description

Catface is a YouTube entertainment company, home to a family of channels with over 25+ million combined subscribers and an average of 300 million views per month. Our goal is to entertain our audience with fun, light hearted narratives and entertaining content for general audiences. A vital component of our business is creating multiple unique stories every week in order to keep our audience engaged. Visit our YouTube Channels: Aphmau Gaming Aphmau Shuki Aphmau Fantasy Visit our websites: Aphmau Store Catface Website About the Job Millions of people watch Aphmau's stories every week, and when they decide they want the plush, the hoodie, or the collectible, everything that happens next belongs to this department. The store, the marketplace listings, the freight, the inventory position, the launch that either goes smoothly or doesn't, and the person emailing about an order that arrived damaged. We're looking for an E-commerce, Logistics & Customer Service Manager in Austin, TX to own that whole system. Not to be its busiest individual contributor, its owner: team leadership, long-range commerce planning, sales and inventory forecasting, buying recommendations, logistics strategy, channel performance, customer service strategy, event commerce, executive reporting, and the processes and systems the department runs on. It's still a hands-on role. You'll be in the major escalations, the high-risk shipments, the biggest launches, and the decisions with real money attached. The rest belongs to strategy, forecasting, and the development of the people on your team. If you've run a direct-to-consumer business and want one with an unusually passionate audience and unusually spiky demand, this is that job. What You'll Do You'll lead two direct reports and own the commercial and operational performance of e-commerce, logistics, and customer service. Planning and commercial ownership • Lead annual and seasonal commerce planning, performance standards, and systems planning. • Own the consolidated monthly sales forecast, inventory and purchasing recommendations, and revenue, margin, and inventory risk analysis. • Lead monthly buying and inventory discussions and recommend or approve initial buys, reorders, transfers, and markdown actions within your authority. • Support the annual event and promotional calendar, with direct involvement in four major events a year. Team leadership • Manage workload prioritization, one-on-ones, coaching, performance management, hiring, onboarding, and capacity assessment. • Recommend an e-commerce, Amazon, logistics, import, and customer service strategy and policy. • Build the delegation that lets the department scale, and hold the line on what stays with you. Operations, channels, and customers • Provide strategic oversight of roughly 25–50 active shipments and get directly involved in three to eight that are high-risk, delayed, expedited, or financially significant. • Oversee approximately 75 - 150 active SKU families across channels and lead the highest-value launches, promotions, and marketplace issues. • Support monthly customer contacts, engage directly in major escalations, and approve high-value refunds, replacements, and accommodations. • Manage freight forwarder, customs broker, carrier, warehouse, and platform provider relationships and performance. Systems and reporting • Sponsor two major process or system improvements per year. • Own department dashboards, performance standards, and escalation frameworks. • Coordinate with Merchandise, Production, Marketing, and Warehouse partners and communicate material risks to executive leadership. What the work looks like A representative split of your time: 30–35% strategy and department leadership, 20–25% team management and development, 15–20% forecasting and commercial planning, 10–15% cross-functional and partner management, and 15–20% direct day-to-day operations. Peaks are real here. A major launches or events will pull you into the operation for a few weeks. Success looks like department performance and forecast reliability you can stand behind, healthy inventory, customer experience and logistics metrics moving the right way, channel growth, launches and events that execute cleanly, a team that is visibly developing, and major risks managed. Where the role fits You'll report to the Head of Merchandise and executive leadership, with two direct reports. You should stay involved in high-impact decisions, escalations, risk management, and selected critical deliverables. You should not routinely own daily customer service queues, shipment tracker maintenance, standard product page creation, routine Amazon listing entry, or detailed forecasting for every low-value SKU. You'll partner closely with Merchandise Design, Merchandise Production, Marketing, and Warehouse. What We're Looking For Required: • 6+ years of e-commerce, marketplace, supply chain, or direct-to-consumer operations experience, including 2+ years of people leadership. • Demonstrated ownership of sales and inventory forecasting and buying or open-to-buy recommendations. • Hands-on experience with Shopify or comparable DTC platforms and Amazon Seller or Vendor Central, including FBA and account health. • Working knowledge of international freight, customs, and import documentation. • Experience setting customer service policies and managing escalations in a consumer brand environment. • Strong analytical skills and the ability to communicate risk and tradeoffs to executives clearly. • The discipline to delegate work you are good at and would enjoy doing yourself. Nice to have: • Experience with creator-led brands, fandom-driven products, or licensed entertainment merchandise. • Experience with event, pop-up, or convention commerce. • Experience managing a 3PL relationship or leading a warehouse or platform transition. • Familiarity with ERP or inventory planning systems beyond spreadsheets. • Genuine curiosity about the Aphmau universe, or the willingness to become a fast student of it. What We Offer • Excellent Medical, Dental and Vision health benefits • 401(k) contribution • Flexible time off • Lunch, snacks and drinks provided in the office • Pets in the office once a month • Onsite fitness center • Learning Stipend • Relocation assistance for those coming from outside Austin. Reports to: Director of Merchandise / Executive Leadership Salary/Wages: $90-95k Location: Austin, TX Classification: Exempt The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.