E Commerce Business Operations Director
About The Position
PURPOSE OF POSITION: Lead all e-commerce operations to drive sustainable revenue growth and advance Goodwill's mission. Oversee planning, budgeting, performance analysis, and cross-functional execution across Retail, Fulfillment, IT, Finance, People and Culture, and Marketing. Manage staff development, marketplace strategy, warehouse efficiency, financial controls, and customer experience to maximize the value of donated goods. As Goodwill's flagship e-commerce site, collaborate with ShopGoodwill.com and Generate teams to test and refine new features and tools prior to national rollout.
Requirements
- Bachelor's degree in management, business, supply chain, or a related field; or a combination of education and/or work experience equal to a bachelor's degree.
- 10+ years of retail and/or e-commerce leadership experience with demonstrated revenue growth and progressive responsibility.
- Experience leading large, multi-site teams (direct and indirect), including managers and supervisors; able to supervise staff and problem solve operational issues in a fast-paced environment.
- Advanced knowledge of e-commerce trends, practices, and marketplace operations (e.g., ShopGoodwill, eBay); fluency in marketplace policies and ability to maintain accounts in good standing.
- Experience managing budgets and P&L for a business unit; strong financial acumen (forecasting, pricing/margin, KPI management).
- Data literacy with the ability to build/read performance dashboards; intermediate Excel skills (lookups, pivots); proficiency with Microsoft Outlook, Word, and PowerPoint; working knowledge of BI tools (e.g., Power BI or Tableau).
- Knowledge of business-enhancing AI tools and methods (e.g., listing optimization, demand forecasting, workflow automation).
- Knowledge of warehouse/fulfillment best practices (inventory integrity, space optimization, Kaizen,) and basic logistics coordination.
- Ability to facilitate onsite training with store staff on identifying items to be sent to E-Commerce and to lead change management for new tools, policies, and channel tests.
- Excellent interpersonal and communication skills (written and verbal).
- Ability to work flexible shifts including weekends and evenings.
- Ability to effectively manage E-Commerce internal controls and ensure compliance with Goodwill standards.
- Commitment to Goodwill's mission and values; models inclusive leadership and provides meaningful opportunities for program participants.
- Project/vendor management experience for equipment, software/SaaS, and service providers (e.g., authenticators, logistics); ability to manage contracts, SLAs, and implementations.
- Valid driver's license, current liability insurance, and a DMV record acceptable to Goodwill's insurer; must have reliable transportation and be legally authorized to work in the United States; ability to pass background and MVR checks consistent with job duties.
Responsibilities
- Lead all e-commerce operations to drive sustainable revenue growth and advance Goodwill's mission.
- Oversee planning, budgeting, performance analysis, and cross-functional execution across Retail, Fulfillment, IT, Finance, People and Culture, and Marketing.
- Manage staff development, marketplace strategy, warehouse efficiency, financial controls, and customer experience to maximize the value of donated goods.
- Collaborate with ShopGoodwill.com and Generate teams to test and refine new features and tools prior to national rollout.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Industry
Religious, Grantmaking, Civic, Professional, and Similar Organizations
Number of Employees
501-1,000 employees
