Ecommerce Strategy & Operations Manager

About Us

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 innovation, high-quality products, and comprehensive service. We are seeking an eCommerce Strategy & Operations Manager to join our team. With competitive compensation, excellent benefits, and exciting growth potential, it's a great time to join STIHL.

Why You'll Love Working at STIHL

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

Compensation

$97,000 - $121,000 per year. Actual compensation will depend on experience, qualifications, and internal equity.

About You

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.

Job Duties & Responsibilities

• Marketplace Strategy & Operations (Mirakl):
  • Develop strategies to achieve "easy to buy, easy to sell" objectives; build and track operational priorities across order management, post-purchase experience, fraud prevention, and payments.
  • Guide dealers through post-onboarding activities, including catalog management, pricing, inventory feeds, shipping configuration, and payout setup.
  • Conduct working sessions with internal teams to resolve onboarding blockers and monitor dealer SLA performance, including fulfillment, cancellations, returns, and customer service metrics.
  • Support catalog quality audits and dealer product data corrections.
  • Develop PRDs, user stories, and business cases to drive platform enhancements in partnership with the digital product team.
• Order Management & Merchant of Record:
  • Build AI-driven use cases that support end-to-end order flow across BOPIS (Buy Online, Pick Up In Store), dealer delivery, and shipment fulfillment channels.
  • Reconcile failed payments, declined transactions, and cancellations in collaboration with Finance and global teams.
  • Troubleshoot issues with IT, Customer Service, Stripe, and Mirakl partners.
  • Monitor Stripe Connect payouts for accuracy and timeliness and coordinate tax-related processes with Finance and Vertex.
• Fraud Monitoring & Risk Management:
  • Serve as the primary point of contact for flagged transactions and investigate orders using customer behavior, payment characteristics, and risk indicators.
  • Liaise with fraud prevention vendors, maintain case documentation, and develop SOPs for fraud workflows and escalation paths.
  • Ensure high payment acceptance rates, low false-positive rates, low fraud rates, and minimal chargebacks.
• Reporting & Continuous Improvement:
  • Produce weekly and monthly KPI reports, including: order success rate, payout timeliness, fraud rate, chargebacks, and dealer SLA adherence.
  • Identify operational inefficiencies and recommend process improvements.
  • Support regression testing for Mirakl, Hybris, and Stripe platform releases.
  • Collaborate cross-functionally to continuously improve both customer and dealer experiences.
  • Perform other duties and responsibilities as assigned.

Qualifications

• Bachelor's degree required; preferred fields include Marketing, Design, Digital Technology, Information Technology, Business, or related disciplines.
• Preferred 3–5 years of experience, including at least 2 years in digital commerce, ideally involving marketplace platforms (e.g., Mirakl), payment platforms (e.g., Stripe), tax solutions, and fraud management tools.
• Required travel: Less than 10%.
• Experience working with dealer networks, marketplace ecosystems, or B2B2C business models.
• Knowledge of analytics tools and performance reporting methodologies.