Brand Manager (Operations & Customer Experience)

Brand Manager (Operations & Customer Experience)

Company: Silly Goose & Troop

Location: Fully Remote

Work Hours: 8:00 AM – 5:00 PM Pacific Time (full-time)

Contract Type: 1099 Contractor

Compensation: :$2,000/month + performance-based annual bonus

Experience Level: 3-5 years

About The Companies

Silly Goose and Troop are fast-growing e-commerce brands in the supplements and non-alcoholic beverage space, selling primarily through Amazon, TikTok, retail, and additional digital channels. The team is lean, execution-focused, and looking for a highly organized operator who can take ownership of day-to-day brand operations, customer experience, and administrative workflows.

Role Overview

We’re hiring a hands-on Brand Manager (Operations & Customer Experience) to support both brands across e-commerce, customer support, fulfillment coordination, and internal operations.

This is not a traditional brand marketing role. It is an execution-heavy, cross-functional position designed to offload operational, administrative, and customer-facing responsibilities from the founders while ensuring smooth day-to-day brand performance across channels.

The ideal candidate is highly organized, proactive, tech-savvy, and motivated to grow long-term with the company.

Key Responsibilities

Customer Experience & Support

Own and manage all customer service communications across channels
Resolve inquiries, complaints, refunds, replacements, and subscription issues
Track deliveries and open claims with carriers; manage investigations and follow-ups
Maintain a detailed log of customer issues and resolutions

E-commerce & Platform Operations

Create and manage orders across Shopify, Amazon, and TikTok fulfillment workflows
Monitor inventory, subscriptions, and fulfillment exceptions
Pull and analyze reports across sales platforms
Manage out-of-stock workflows and operational follow-ups

Wholesale & Distribution

Coordinate wholesale orders across direct, online, and broker channels
Track shipments and delivery confirmations
Maintain relationships and follow up with accounts for reorders
Support vendor outreach and distribution expansion

Operations & Logistics

Monitor internal operations hub (inventory, tracking, fulfillment data)
Liaise with warehouses to resolve issues and submit support tickets
Manage invoices and ensure weekly payment tracking
Support calendar management and administrative coordination

Influencer & Affiliate Coordination

Manage affiliate and influencer tracking sheets
Coordinate outreach, follow-ups, and content workflows
Maintain ongoing relationships with partners

Requirements

Required Experience & Skills

3-5 years in e-commerce operations, brand operations, project management, or similar
Hands-on experience with:
Amazon Seller Central
Shopify
TikTok commerce workflows
Strong project management and operational execution skills
Advanced organizational and administrative capability
Ability to troubleshoot independently and solve problems quickly
Tools & Platforms

Proficiency required in:

Google Workspace (Docs, Sheets, Drive)
Slack
Amazon Seller Central & Shopify

Nice to have

ClickUp
Asana

Ideal Candidate Profile

Detail-oriented and highly structured
Comfortable managing multiple workflows simultaneously
Strong communicator and proactive problem solver
Thrives in fast-moving, entrepreneurial environments
Interested in long-term growth with a scaling brand (not a short-term stepping-stone role)
Able to work Pacific Time hours consistently

Benefits

Work Hours: 8:00 AM – 5:00 PM Pacific Time (full-time)

Contract Type: 1099 Contractor

Compensation: :$2,000/month + performance-based annual bonus

Experience Level: 3-5 years