Director of E-commerce

Goodwill of Greater Washington•Woodbridge, VA

About The Position

The Director of E-commerce leads strategy and execution for GGW’s online retail operations, driving innovation, automation, and growth to maximize revenue, net income, and customer satisfaction. The role develops data-driven strategies to expand key product categories, improve operational efficiency, and capitalize on donation volume. It uses technology, including artificial intelligence and automation, to streamline processes, optimize inventory flow, and scale operations. The Director partners with Retail Store leadership to align production standards, sourcing practices, and store processes that support e-commerce growth. The role collaborates with Retail Directors, logistics, marketing, People & Culture, safety, IT, and finance, and manages vendor and marketplace accounts. As a hands-on leader, the Director maintains field visibility, develops e-commerce talent, and delivers sustainable growth and exceptional online shopping experiences. The position supervises a combination of 40+ e-commerce team members and managers. Goodwill offers professional growth opportunities and benefits including PTO, paid holidays, basic life insurance, short- and long-term disability benefits, medical, dental and vision benefits, pet insurance, employee discounts, an employee assistance program, a 403(b)/401(k) plan with match available after one year, and bonus eligibility.

Requirements

At least 5 years of experience in a high-performing, complex role, such as e-commerce operations director, general management, or strategy consulting.
Bachelor’s degree in business, marketing, operations, computer science, information technology, or a related field.
Skilled in Microsoft applications and proficient with Microsoft Office Suite.
Experience implementing artificial intelligence.
Strong interpersonal skills and the ability to communicate complicated concepts and recommended courses of action, engage diverse audiences, and influence senior executives.
Ability to think strategically, drive results, build a high-performance organization, continuously drive innovation, and inspire the organization to achieve and exceed objectives.
Thorough understanding of consumer audience segments.
Strong project management skills and ability to complete projects on time.
Strong problem-solving skills and ability to translate analytical data into strategic ideas.
Ability to quickly synthesize quantitative and qualitative data, draw conclusions, prioritize opportunities, and drive timely execution.
Interpersonal and persuasive skills, particularly with business decision makers, and ability to articulate a business case to obtain approval.

Nice To Haves

Experience in an e-commerce and/or startup environment.
Excellent prioritization and time management skills.
Ability to work with customers regardless of their e-commerce background.
Alignment with Goodwill’s mission and vision.
Enjoyment of a dynamic, collaborative, entrepreneurial environment focused on continuous improvement and direct communication.
Openness to travel as needed.

Responsibilities

Create and drive innovative e-commerce strategies to maximize revenue and net income while delivering exceptional customer service.
Build strategies to increase key product categories and leverage GGW’s donation volume.
Develop an automation roadmap and scale operations through technology-based systems.
Review e-commerce operations to identify efficiencies through AI.
Maintain a strong field presence to evaluate store e-commerce processes and drive quality products to e-commerce.
Lead projects with external partners.
Analyze internal and external e-commerce data to drive growth.
Lead execution across planning, marketing, customer service, and operations.
Manage KPIs to forecast needs, control inventory, and ensure replenishment.
Develop strategies to increase customer acquisition, re-engagement, and customer lifetime value.
Communicate with Retail Directors and General Managers to improve product flow.
Maintain organized operational records and ensure facility cleanliness, safety, and security standards.
Analyze unit volume, average selling price, sell-through, and contribution margin by category; adjust pricing strategies using competitive data.
Expand categories based on performance and industry trends, and test and introduce new sales platforms.
Provide insights for site merchandising strategies that support inventory planning and strategy.
Manage fulfillment, including inventory management, demand planning, and logistics.
Work closely with e-commerce department staff across warehouse and field operations.
Develop and coach e-commerce managers and staff to build a strong talent pipeline.
Develop a training cadence for store-based e-commerce champions to strengthen sourcing and product-trend knowledge.
Manage vendor and marketplace accounts, monitoring fees and shipping to protect margin.
Build the annual e-commerce plan and budget with the Retail VP and translate initiatives into actionable goals.
Evaluate equipment and technology to increase productivity and quality.