Business Operations Manager, eCommerce Systems
Business Operations Manager, eCommerce Systems
Remote | Full-Time | Individual Contributor | $90,000 – $115,000 Base 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, direct-to-consumer health and wellness company built on a foundation of six core values: Freedom, Love, Team, Growth, Excellence, and Courage.
We are currently migrating from a legacy custom-development tech stack to a modern, SaaS-native commerce 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 the company. Each Business Operations Manager serves a specific business unit and owns a company-wide specialty. This role's specialty is systems and data.
The Opportunity
This is a hands-on ownership role and the company-wide expert on our revenue and commerce 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 SaaS-native architecture, configuring directly inside platforms, owning integrations end-to-end, and ensuring that marketing, checkout, payments, subscriptions, fulfillment, and customer experience all run cleanly.
You will be the technical partner to the COO on commerce, payments, and revenue systems strategy, and the systems-thinking translator who unblocks marketing, customer success, and finance when 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 all core commerce systems
Ensure orders, payments, subscriptions, and fulfillment run cleanly without manual intervention
Identify and resolve system issues quickly to prevent revenue disruption
Execution Inside Platforms
Configure and build products, offers, subscriptions, funnels, upsells, and workflows directly inside UltraCart and connected platforms
Enable Marketing and Customer Success to execute campaigns and changes without engineering dependency
Translate “we need X” from business teams into platform-native solutions
Revenue & 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 rate optimization
Partner with finance and the COO on technical solutions to revenue protection challenges, including Dunning management, decline recovery, and chargeback handling
Understand the architectural implications of one-time vs. recurring revenue models and ensure our system design supports both without sacrificing authorization rates
Recognize when current technical design is harming revenue and propose SaaS-native solutions
Integrations, Middleware & Data Flow
Maintain and troubleshoot connections across marketing → commerce → payments → fulfillment → customer success
Identify and resolve broken integrations, data inconsistencies, and workflow gaps
Recognize when native integrations are sufficient and when middleware is the better architectural choice for non-native functionality
Vendor & Platform Management
Serve as HBI's primary point of contact with all system vendors and platforms
Direct vendors with urgency- drive issue resolution, escalations, and improvements. You direct vendors, not the other way around
Reformulate the question when vendors say “no”- recognize when a request is being asked in a custom-development way and translate it into a SaaS-native question that can actually be solved
Validate system outputs, data accuracy, and implementation quality
Ensure HBI maintains control and internal understanding of all system behavior
Reporting & Data
Partner with the business to define key metrics, data definitions, and reporting requirements
Support creation of standardized reporting frameworks across the company
Interface with BI resources for dashboard development; own what should be measured and how
As the company-wide specialty owner for systems and reporting, set the standards other Business Operations Managers and business units work within
Documentation & Process
Document all systems, workflows, dependencies, and integrations
Build repeatable processes that reduce risk and reliance on individuals
What Success Looks Like
Orders, payments, subscriptions, and fulfillment run cleanly with no manual intervention
Marketing, commerce, 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-related 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 SaaS-native patterns rather than recreating legacy workarounds
Systems in Scope
Core Platforms
UltraCart (system of record)
Klaviyo (email and SMS lifecycle)
ShipMonk (fulfillment)
Recurly and connected subscription billing
Chargebacks911 (revenue protection)
Payment gateways and merchant accounts
Call center platform
BigQuery (reporting layer)
Supporting Tools
VWO, GTmetrix, landing page tools as needed
Google Workspace (light admin)
What You Bring
Required
5+ years in systems, technical operations, revenue operations, or eCommerce operations roles
Hands-on experience owning or operating end-to-end commerce systems, including front-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 root 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 within a SaaS 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, SaaS, or subscription-based environments
Hands-on experience with modern commerce platforms such as UltraCart, Shopify Plus, Recharge, Salesforce Commerce Cloud, or similar
Familiarity with email/SMS platforms such as Klaviyo, Attentive, or Postscript
Exposure to reporting and BI layers (e.g., BigQuery, Looker, Tableau, or similar)
Background that includes both legacy/custom-development and SaaS-native environments — with a clear point of view on the differences
Bonus
Technical depth: ability to read logs, navigate APIs, or interpret data structures
Experience supporting or defining business intelligence and reporting systems
Familiarity with middleware solutions for non-native platform integrations
Familiarity with data modeling or dashboard tools
Who You Are
An end-to-end owner who takes accountability for how systems perform, not just whether they're running
Hands-on and execution-oriented: you work directly inside platforms, not through tickets
A systems thinker who recognizes when “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-aware: you understand how data flows across systems and how to define what matters
A vendor driver who holds vendors accountable and prevents HBI from becoming dependent on them
An influencer of strong technical and non-technical opinions — comfortable advocating for SaaS-native patterns with senior leaders, marketing teams, and legacy custom-development advocates
About the Team
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 the company. Each Business Operations Manager serves a specific business unit (such as Customer Success, 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 the standard for how systems are operated and how data is structured across HBI.
You will partner closely with Customer Success, Finance, Supply Chain, Marketing, and external vendors and technical partners.
If you've built your career owning systems end-to-end in a fast-moving DTC or subscription environment and want real ownership over how a business runs, we'd love to hear from you!
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