E-Commerce Manager of Operations

BASIC FUNCTION

Provide strategic and operational leadership for all aspects of the E-Commerce department, including staffing, inventory management, product listings, order fulfillment, customer service, and online marketplace optimization. Oversee day-to-day operations and long-term planning to ensure efficiency, accuracy, and compliance with organizational standards. Drive productivity, profitability, and innovation through team development, process improvement, and data-driven decision-making. Ensure all activities align with Goodwill’s mission to transform lives through the power of work by maximizing the value of donated goods and supporting sustainable employment opportunities.

PRINCIPLE ACCOUNTABILITIES

• Provide day-to-day leadership to the E-Commerce team by fostering a culture of accountability, customer focus, and continuous improvement that supports operational excellence and advances Goodwill’s mission through effective performance management, clear expectations, and recognition of achievement
• Manage all aspects of department operations, including staffing, scheduling, sales goals, and workflow efficiency
• Oversee the posting, pricing, fulfillment, and inventory management for all online platforms, including E-Books, E-Collectibles, and ShopGoodwill
• Analyze marketplace data and performance metrics to inform pricing strategy, inventory turnover, and process improvements to drive revenue and control costs
• Enforce compliance with Standard Operating Procedures (SOPs), customer service standards, and safety protocols, including Occupational Safety and Health Administration (OSHA) lockout/tagout procedures and daily equipment safety inspections
• Continuously evaluate and improve daily workflows to enhance operational efficiency, reduce waste, and ensure timely, accurate fulfillment of e-commerce activities
• Maintain accurate documentation and reporting for management review, including inventory, sales, wage cost, shipping, and other operational data
• Ensure rejected online goods are returned to retail operations promptly and coordinate with relevant teams to support the reuse and resale of items.
• Partner with cross-functional teams to align operations with organizational goals, uphold compliance with Standard Operating Procedures (SOPs), and advance Goodwill’s mission of operational excellence and workforce empowerment.

JOB SPECIFIC COMPETENCIES & WORKING CONDITIONS

• Proficiency in Microsoft Office 365 and relevant E-Commerce or POS systems 
• Ability to interpret sales data and market trends to drive profitability
• Effective leadership skills with the ability to coach, develop, and motivate a culturally diverse team
• Strong customer service and conflict resolution abilities in a fast-paced environment
• Excellent organizational, time management, and multitasking skills
• Commitment to safety compliance and familiarity with Occupational Safety and Health Administration (OSHA) Standards
• Ability to work independently and collaboratively to meet operational goals
• Must be flexible to work evenings, weekends, and holidays as needed
• Works primarily in a warehouse environment with frequent exposure to sorting, shipping, and handling operations
• Requires extended periods of standing, bending, and lifting up to 50 lbs.
• Must be able to perform duties under pressure and within time-sensitive deadlines
• Occasional use of Personal Protective Equipment (PPE), including gloves and safety belts, as provided

QUALIFICATIONS

Required:

• Minimum of two years of experience in Retail or E-Commerce Management
• Proficient in the use of online selling platforms and shipping processes
• Ability to work flexible hours, including evenings, weekends, and holidays, as needed

Preferred:

• Prior experience managing an E-Commerce team in a warehouse or resale environment
• Familiarity with nonprofit operations and mission-focused business models
• Experience with data analysis, pricing strategies, and cost control in multi-channel sales