Senior eCommerce Operations Manager

Goodwill Industries of Middle Tennessee•Nashville, TN

24d

About The Position

The Senior eCommerce Operations Manager is a critical leadership role fully responsible for the operational performance, productivity, efficiency, and long-term growth of the eCommerce department. This leader drives revenue acceleration, ensures accountability, elevates team development, and creates a disciplined, structured, and scalable operation. This position requires a strong leadership presence on the production floor, consistent monitoring of workflows, effective coaching, and building a culture where expectations are clear, standards are upheld, and team members feel supported and empowered. The Senior eCommerce Operations Manager is responsible for ensuring the department consistently meets KPI expectations that support the organization’s overall goals. The Senior eCommerce Operations Manager will promote a positive work environment that celebrates our vision, mission, and core values Teamwork, Respect, Uprightness and Empowerment in every action and interaction with team members, donors, customers, management, and persons served.

Requirements

Bachelor’s degree in Business Administration or related field required. A combination of education and experience may be accepted in lieu of required education.
Minimum of 7 years proven and progressive management experience in retail and thrift.
A minimum of 5 years leading an e-Commerce operation with a track record of achieving sales and profitability targets is required.
Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
Strong understanding of eCommerce marketplace dynamics and trends.
Effective decision-making and problem-solving skills within a fast-paced environment.
Must demonstrate flexibility and agility within the framework and pressure of established deadlines. Must be detail oriented, able to learn specific rules, regulations, and standards to maintain compliance and conformance.
Strong ability to work cross functionally within the organization. Demonstrated and comprehensive knowledge of eCommerce sales channels, SAS applications and CRM solutions. Extensive knowledge in eCommerce best practices, software, trends and KPI. Knowledge in KPI development, deployment, and SOP implementation. Ability to implement strategic plans and objectives.
Exceptional leadership, coaching and communication skills. Customer driven and able to turn feedback into actionable improvement. Highly organized with excellent planning, collaboration and team building skills. Capable of working with limited supervision and an ability to meet deadlines. Holds themselves and their team accountable for achieving goals and addressing challenges directly.
Maintains a safe work environment. Proficient in use of workplace productivity applications, including MS365 suite, ChatGPT, and Monday.com
Ability to stand and move around for extended periods, lift objects up to 50 pounds, pushing/pulling, bending/stooping, reaching, turning and repetitive motions.
Ability to work in a diverse environment with different cultural backgrounds and experiences.
Must have a valid driver's license

Nice To Haves

Management experience in process improvement, Kaizen, or Lean/Six Sigma is highly preferred.
Prior experience managing individuals with barriers to employment.

Responsibilities

Provides leadership, training, and support to e-Commerce management and staff in all areas of e-Commerce operations including, but not limited to, recognizing, troubleshooting, and correcting photography, listing, warehousing, shipping, and process problems. Performs root cause analysis on related issues and implements.
Fully responsible and accountable for the day-to-day leadership and performance of the eCommerce department. Ensures the department consistently meets or exceeds established listing volume expectations and achieves all KPIs.
Holds all team members accountable for meeting productivity, quality, listings, and workflow standards.
Directs e-Commerce operations with an eye on continuously improving the entire system from product identification at retail centers to the logistics of product movement through listing and sales. Implements Goodwill's donation strategy for high value donations to feed e-Commerce operations.
Collaborates with the Marketing Department, VP of DGR, Director of Donation Acquisition, and Retail leadership to create brand awareness and expand customer reach. Assists in the development of the overall e-Commerce marketing plans - help define tactics and programs for establishing and expanding an e-Commerce brand across multiple marketplaces and sites.
Manages the front-end website experience, category strategy, landing pages, product assortment, pricing, and overall merchandising mix. Tracks and evaluates site user behavior and implements changes to improve user experience and sales conversion.
Reviews and analyzes existing sales platforms and other system effectiveness and efficiency and develops plans for improving and leveraging these systems. Research new market trends and e-Commerce best practices in order to recommend strategy adjustments. Use proactive leadership to establish KPIs, dashboards, and SOPs to identify issues and opportunities in real time. Generates regular reporting of KPI on variances of goals vs performance.
Prioritizes team building communication, and engagement while applying lessons learned from feedback and focus groups.
Manages the implementation of safety policies and procedures in compliance with local, state, and federal Occupational Safety and Health Administration (OSHA) rules and regulations. Must maintain confidentiality of sensitive information.
Performs any other related duties as required or assigned.