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

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• 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