Ecommerce Operations Manager

Ashley Furniture Industries•Tampa, FL

2d•Onsite

About The Position

The eCommerce Operations Manager champions operational excellence while living Ashley’s Core and Growth Values in every interaction. This leader is responsible for driving cross-functional initiatives that strengthen customer trust, improve efficiency, and support sustainable business growth. Partnering with Fulfillment, Customer Care, Finance, Protection Plans, Merchandising, Reputation Management, Licensee Operations, and IT, this role ensures alignment, accountability, and continuous improvement across the eCommerce ecosystem. The ideal candidate leads with integrity, embraces change, develops people, and continuously seeks better ways to serve our customers and support our teams. Scope of Role Locations Supported: All Ashley locations Travel: Occasional domestic travel Work Environment: In Office

Requirements

Bachelor’s degree in business or related field, or equivalent experience required.
Minimum of 5 years of experience in business or operations leadership required.
Strong project management skills with a continuous improvement mindset
Advanced analytical and problem-solving capabilities
High level of integrity and ability to handle confidential matters
Excellent written and verbal communication skills
Strong interpersonal skills with the ability to build trust across diverse audiences
Ability to manage multiple priorities in a fast-paced environment
Proficient in Microsoft Office Suite, including advanced Excel
Demonstrated agility and adaptability in evolving business environments
Commitment to delivering exceptional service to customers and internal partners

Nice To Haves

Experience in eCommerce or cross-functional operational environments preferred.
Proficient with building and updating Power BI dashboard reporting.
Experience with Microsoft SQL Server or Microsoft Dynamics a plus.

Responsibilities

Lead the daily operations of the eCommerce Operations team with a strong focus on customer satisfaction, process discipline, and executional excellence.
Identify, propose, and drive strategic initiatives that improve efficiency, eliminate waste, and enhance the customer experience.
Apply continuous improvement principles to strengthen workflows, systems, and performance outcomes.
Analyze performance metrics and operational data to make informed, accountable decisions that support business growth.
Oversee website fraud prevention efforts to protect the company and customers with vigilance and integrity.
Partner with IT and cross-functional teams to improve system functionality and implement innovative solutions.
Lead by example, modeling Ashley’s values of integrity, accountability, and respect.
Coach, mentor, and develop team members to help them grow professionally and reach their full potential.
Provide clear expectations, consistent feedback, and performance accountability.
Support employees through complex customer or operational challenges with empathy, professionalism, and solution-focused guidance.
Make sound employment decisions aligned with company values and business needs.
Foster a positive, growth-oriented team culture built on trust and collaboration.
Build strong partnerships across departments to ensure operational alignment and shared ownership of results.
Communicate company objectives and departmental priorities clearly and consistently.
Represent the department and company with professionalism in all internal and external interactions.
Contribute to long-term strategic planning for the eCommerce Operations function.
Ensure adherence to standard operating procedures and company policies.
Audit processes and performance to maintain operational integrity.
Assist in monitoring operational budgets and managing resources responsibly.
Maintain accurate timekeeping and attendance records.
Demonstrate reliability, accountability, and ownership in all responsibilities.
Continue personal and professional development through training and growth opportunities.
Participate in company initiatives that support culture, innovation, and operational excellence.
Complete special projects and additional assignments as needed.
Maintain flexibility to support business needs, including extended hours when necessary.