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
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