Senior Manager, E-Commerce Operations

Position Summary

Provide strategic and operational leadership for all facets of the E-Commerce department, including staffing, inventory management, product listings, order fulfillment, customer service, and online marketplace optimization. Drive productivity, profitability, and mission impact through efficient operations, data-informed decision-making, and team development. This role requires the ability to thrive in a fast-paced, deadline-driven warehouse environment, with frequent standing, lifting (up to 50 lbs.), and hands-on engagement with daily operations. The Senior Manager must demonstrate flexibility in scheduling, including availability for evenings and weekends, to meet shifting business demands and support organizational growth through responsible stewardship of donated goods and digital sales platforms.

Principal Accountabilities

• Serve as a role model and instructor in the subject of “work” for individuals participating in Goodwill’s mission, consistently demonstrating a strong work ethic and commitment to quality.
• Lead daily operations of the E-Commerce department, ensuring team productivity, accuracy in listings, order fulfillment, and compliance with SOPs and platform requirements.
• Achieve a 5% year-over-year increase in retail sales by implementing strategies to drive sales through efficiency and effective customer service.
• Collaborate with Vice President of Retail Operations to achieve 100% of annual budget targets.
• Persistently partner with HR to implement onboarding programs aimed at reducing hourly turnover by 5% annually and achieving 75% retention in key positions by 2030.
• Maintain clear staffing levels and adjust as needed to maintain operational excellence.
• Conduct timely evaluations and develop individual growth plans to promote employee development and retention.
• Monitor inventory flow across e-commerce channels, ensuring rapid processing, minimal aging, and high-value goods reach their optimal marketplace.
• Analyze data and online sales performance to identify pricing, volume, and cost control opportunities that maximize profitability.
• Maintain compliance with safety procedures, including daily equipment checks and adherence to Occupational Safety and Health Administration (OSHA) lockout/tagout protocols.
• Collaborate with cross-functional teams (e.g., Marketing, Finance, HR, Career Services) to support organizational initiatives and mission advancement through online operations.
• Foster a culture of accountability, customer service excellence, and continuous improvement by proactively managing workflow, coaching staff, and celebrating achievement.
• Maintain compliance with e-commerce SOPs, customer service guidelines, and platform-specific requirements (e.g., ShopGoodwill, eBay, etc.).
• Ensure timely redirection of goods not suitable for online sale to other channels (e.g., retail stores) to support inventory optimization.
• Provide accurate and timely reports to senior leadership as requested, including KPIs, sales trends, and operational improvements.

Qualifications

• Required: Associate's degree in Business, Supply Chain, Marketing, or a related field; minimum of three (3) years of experience in e-commerce and digital operations; demonstrated ability to supervise teams, manage workflow, and meet performance targets.
• PREFERRED: Bachelor’s degree in Business Administration, Retail Management, or related field; experience with nonprofit, secondhand, or mission-driven retail operations; familiarity with ShopGoodwill, eBay, Amazon, or similar digital resale platforms; strong reporting, analytical, and technology implementation experience.