??'?? ??????: ????????? ?????????? ??????? @ ????

If you're the person who can't stand a broken site, a customer left waiting, or a launch that goes out sideways — keep reading.

? ???????, ?? | Full time | Reporting to Senior Director, Consumer Channels

This role owns the day-to-day of kotn.com and the customer experience behind it — from support to site performance to the digital roadmap. You'll lead our Customer Support team, keep the site running smoothly, and partner across Merchandising, Growth, and external agencies to make sure every launch and campaign lands well.

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Managing the Customer Support team against clear KPIs and service standards, while overseeing the tools and workflows that keep support running smoothly. You'll use customer feedback and support trends to spot opportunities across the site, policies, and broader customer journey — partnering cross-functionally to resolve recurring pain points.

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Owning the day-to-day operations and performance of kotn.com — QA, troubleshooting, maintenance, and ongoing optimization for usability, navigation, and conversion. You'll partner with Ecommerce Merchandising and Growth to make sure launches and campaigns run seamlessly, with privacy, security, and compliance built in.





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Maintaining regular reporting on ecommerce performance, site health, and support metrics, and translating that data into wins, opportunities, and priorities for leadership.

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Managing the ecommerce digital roadmap alongside the Senior Director of Consumer Channels and Ecommerce Merchandiser, and acting as the primary partner to external development agencies — from briefs through QA and launch. You'll help lead kotn.com's ongoing migration from headless to Shopify Liquid.

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◾ Operational excellence — you create structure and accountability so ecommerce operations run smoothly and efficiently

◾ Strong project management — juggling multiple projects, stakeholders, and deadlines with clear plans and steady execution

◾ Customer centricity — using feedback, behaviour, and data to make the ecommerce journey simpler and more effective

Sound like you or someone in your network?

? Check out the full role here: https://kotn.com/careers/ecommerce-operations-manager

#KotnCareers #EcommerceJobs #Hiring #TorontoJobs #EcommerceOperations #ApparelJobs #SustainableFashion #PurposeDrivenBrand

📌 ????????? ?????????? ??????? (Toronto)
🏢 Kotn
📍 Toronto