Storefront QA & Incident Manager

Storefront QA & Incident Manager Location: Philippines (Remote) Role Overview We are seeking a detail-oriented QA & Incident Manager to monitor and maintain the operational health of a large-scale Shopify retail environment. This role is responsible for proactively identifying storefront issues, validating site functionality, performing manual testing, investigating operational problems, and coordinating fixes. The ideal candidate has experience working with Shopify or other ecommerce platforms and enjoys troubleshooting website issues, validating customer experiences, and ensuring storefront quality at scale. This role sits at the intersection of quality assurance, ecommerce operations, incident management, and customer experience. You will play a critical role in helping ensure hundreds of storefronts remain accurate, functional, and customer-ready. Why Join Us For more than 15 years, our leadership team has partnered with thousands of talented professionals across the Philippines to build and support high-performing teams serving global clients. We believe the best careers are built through long-term relationships, continuous learning, and sustainable growth. We invest in our people, provide opportunities to expand technical and operational skills, and create an environment where strong performers can take on increasing ownership and responsibility over time. This is an opportunity to work directly with experienced US-based operators and technical teams while developing expertise in ecommerce operations, quality assurance, incident management, and large-scale Shopify environments. Responsibilities • Perform daily manual testing across storefronts to identify customer-facing issues. • Validate product listings, SKUs, pricing, inventory availability, promotions, navigation, search, checkout, and other critical customer journeys. • Monitor alerts, dashboards, support queues, and error logs for operational issues. • Investigate storefront incidents and determine root causes where possible. • Resolve issues directly through Shopify admin tools, catalog management systems, and internal operational platforms when appropriate. • Escalate engineering defects with detailed reproduction steps, screenshots, logs, and impact assessments. • Verify fixes and perform regression testing after issue resolution. • Maintain issue tracking systems and ensure incidents are documented and resolved promptly. • Develop and maintain QA checklists, testing procedures, and operational runbooks. • Track recurring issues and recommend improvements to reduce operational defects. • Support new storefront launches, promotions, and major site updates through structured testing. • Contribute to documentation, process improvements, and knowledge-sharing initiatives across the team. Requirements • 2+ years of experience in Quality Assurance, Ecommerce Operations, Website Operations, Incident Management, or related roles. • Experience working with Shopify, Shopify Plus, BigCommerce, Magento, WooCommerce, Salesforce Commerce Cloud, or similar ecommerce platforms. • Strong attention to detail and ability to identify customer-facing defects. • Experience performing manual website testing and documenting issues. • Comfortable reading logs, error messages, and troubleshooting operational issues. • Strong written communication skills and ability to create high-quality bug reports. • Ability to manage multiple priorities and work independently. • Experience working with ticketing systems such as Jira, Zendesk, ServiceNow, or similar tools. • Strong sense of ownership and accountability for issue identification and resolution. Preferred Qualifications • Shopify administration experience. • Experience managing product catalogs, SKUs, inventory, or merchandising operations. • Familiarity with browser developer tools and web debugging techniques. • Experience with QA methodologies, test case creation, and regression testing. • Basic understanding of HTML, CSS, JavaScript, APIs, and web technologies. • Experience supporting large-scale ecommerce or retail operations. What Success Looks Like In this role, you become a trusted quality owner responsible for helping ensure storefronts remain accurate, reliable, and customer-ready. Success means consistently identifying issues before customers encounter them, maintaining high operational standards, improving testing processes, reducing recurring defects, and helping create a more reliable ecommerce experience across hundreds of storefronts. You will develop expertise in Shopify operations, quality assurance, incident management, and ecommerce best practices while partnering closely with operations, QA, and engineering teams. What We Value • Ownership and accountability • Attention to detail • Continuous learning and professional growth • Clear and proactive communication • Long-term thinking • High-quality, sustainable work • Team-first collaboration • Curiosity and problem solving This is a long-term opportunity for someone who enjoys finding problems before customers do, improving operational quality, and building a career in ecommerce operations and quality assurance.