Ecommerce Strategy & Operations Manager

STIHL • Virginia Beach, VA

6d

About The Position

As a family-owned company, it’s the people who continue to make STIHL a successful, world-class brand. Since revolutionizing the forestry industry in Germany with the first electric chainsaw in 1926, the STIHL name has remained synonymous with outstanding innovations, high-quality products and comprehensive service. We are seeking a eCommerce Strategy & Operations Manager to join the team. With competitive compensation, excellent benefits and exciting growth potential, it is a great time to join the STIHL team!

Requirements

• Bachelor’s degree; preferred in the areas of marketing, design, digital, IT, or business-related fields
• Preferred 3-5 years of experience, with at least 2 years of experience in digital ideally with marketplace (e.g., Mirakl) payment (e.g., Stripe), tax, and fraud platforms
• Experience in dealer networks, marketplaces, or B2B2C models
• Knowledge of analytics tools

Nice To Haves

• You’re a strategic, hands-on eCommerce professional who thrives at the intersection of operations, data, and customer experience.
• You bring a strong understanding of marketplace ecosystems and know how to drive results through efficient processes, clear communication, and cross-functional collaboration.
• You have experience supporting marketplace operations, onboarding sellers or dealers, and managing end-to-end order flow to ensure a seamless customer journey.
• You’re comfortable working within platforms like Mirakl and understand what it takes to help partners succeed while maintaining high standards of performance and compliance.

Responsibilities

• Develop strategy to achieve "easy to buy, easy to sell" objectives; build and track operational priorities across order management, post-purchase, fraud, and payments
• Guide dealers post-onboarding: catalog, pricing, inventory feeds, shipping configuration, and payout setup
• Conduct sessions with internal teams to resolve onboarding blockers; monitor dealer SLA performance (fulfillment, cancellations, returns, customer service)
• Support catalog quality audits and dealer product data corrections
• Develop PRDs, user stories, and business cases to drive platform enhancements for the digital product team
• Build AI use cases supporting end-to-end order flow across BOPIS, dealer delivery, and shipment fulfillment types
• Reconcile failed payments, declines, and cancellations with Finance and global teams; troubleshoot issues with IT, Customer Service, Stripe, and Mirakl
• Monitor Stripe Connect payouts for accuracy and timeliness; coordinate tax processes with Finance and Vertex
• Serve as first point of contact for flagged transactions; investigate orders using customer behavior, payment characteristics, and risk indicators
• Liaise with fraud vendors, maintain case documentation, and develop SOPs for fraud workflows and escalation paths
• Ensure high acceptance rates, low false positives, low fraud rates, and minimal chargebacks
• Produce weekly/monthly KPIs: order success rate, payout timeliness, fraud rate, chargebacks, and dealer SLA adherence
• Identify inefficiencies, recommend improvements, and support regression testing for Mirakl, Hybris, and Stripe releases
• Collaborate cross-functionally to continuously improve customer and dealer experience
• All other duties and responsibilities as assigned

Benefits

• Competitive pay with multiple bonus opportunities and potential for annual merit increases
• Excellent health benefits including Medical, Dental & Vision Insurance
• Onsite Health & Wellness Center for employees and eligible family members
• Company-paid Life Insurance and Short & Long-Term Disability
• A fully vested Pension Plan after 5 years
• A 401(k) with generous employer match
• Paid time off including 11 Paid Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level