E-Commerce Manager

E-Commerce Manager

Summary Description:

Under the supervision of the Vice President of Sales, Operations & Marketing (VP), the

E-Commerce Manager is responsible for leading and overseeing all aspects of the organization's ecommerce operations, including online sales performance, team development, store support, inventory management, customer service, operational excellence, and strategic growth initiatives. This role partners with store leadership and senior management to maximize revenue opportunities, develop staff capabilities, ensure quality standards, and drive continuous improvement across ecommerce and retail operations.

Exemplary Duties/Responsibilities:

Leadership & Team Development

• Lead, supervise, and develop ecommerce staff, listing agents, supervisors, and support personnel.
• Recruit, interview, hire, train, coach, and evaluate team members.
• Conduct performance reviews and provide ongoing coaching, development planning, and corrective action when necessary.
• Create and manage staff schedules, approve timecards, and maintain employee records.
• Facilitate training programs for store managers, assistant managers, ecommerce leads, new hires, and field staff.
• Foster a culture that promotes teamwork, accountability, innovation, and excellent customer service.

Ecommerce & Sales Operations

• Direct daily ecommerce operations to achieve sales, profitability, productivity, and growth objectives.
• Oversee listing quality, pricing accuracy, compliance standards, and product presentation across all online marketplaces.
• Develop and implement strategies to increase online sales, improve sell-through rates, and maximize revenue.
• Manage promotions, markdowns, and marketplace-specific selling initiatives.
• Identify and evaluate new opportunities, channels, and technologies to expand ecommerce business growth.
• Maintain relationships with vendors, online marketplaces, third-party listing services, and industry partners.

Performance Management & Analytics

• Monitor and analyze key performance indicators including revenue, expenses, sell-through rates, listing productivity, inventory turnover, and profitability.
• Generate operational, financial, and performance reports for leadership review.
• Utilize data and market trends to identify opportunities, improve performance, and support strategic decision-making.
• Partner with executive leadership to establish departmental goals, budgets, forecasts, and growth projections.
• Monitor departmental spending and ensure alignment with approved budgets.

Store Support & Operational Excellence

• Conduct regular store visits to provide operational support, coaching, and training.
• Collaborate with store managers and district leadership to improve listing production, sales performance, and quality standards.
• Assist stores that are below performance goals by implementing action plans and monitoring progress.
• Serve as a primary resource for resolving operational challenges and identifying process improvements.
• Maintain effective communication between store teams, field personnel, and ecommerce operations.

Inventory, Warehouse & Asset Management

• Oversee inventory processing, product flow, storage, and shipment activities supporting online sales.
• Manage warehouse operations, salvage programs, storage areas, and supply inventories.
• Ensure efficient utilization of warehouse space and proper handling of donated merchandise.
• Maintain accurate records of sales, receipts, deposits, inventory activity, and other operational documentation.
• Safeguard company assets and donated goods through established loss prevention and audit procedures.

Customer Service & Quality Assurance

• Ensure exceptional service for both internal and external customers.
• Resolve customer concerns and complaints in a timely and professional manner.
• Conduct regular quality reviews of online listings to ensure accuracy, consistency, compliance, and presentation standards.
• Develop and maintain Standard Operating Procedures (SOPs), training materials, and operational documentation.
• Create communications that promote awareness, recognition, and alignment across the organization.

Safety & Compliance

• Maintain safe, clean, and organized work environments across all ecommerce and warehouse operations.
• Ensure compliance with company policies, operational procedures, and safety regulations.
• Monitor housekeeping standards and facility conditions.
• Coordinate facility maintenance, equipment purchases, and supply procurement as needed.
• Promote Goodwill's mission, values, and ethical standards while serving as a positive role model for staff and program participants.

Minimum Qualifications:

Education/Experience:

• Bachelor's degree in Business, Retail Management, Ecommerce, Marketing, or related field preferred.
• Minimum 3-5 years of leadership experience in ecommerce, retail operations, warehouse operations, or related business environment.
• Two (2) years professional experience in multi-unit locations, teams, or operational functions preferred.
• Experience with online marketplaces and ecommerce platforms is strongly preferred.

Knowledge & Skills:

• Strong leadership, coaching, and team development skills.
• Knowledge of ecommerce operations, marketplace selling, and inventory management.
• Financial acumen with experience managing budgets and analyzing business metrics.
• Excellent problem-solving, organizational, and decision-making abilities.
• Strong communication and relationship-building skills.
• Proficiency with Microsoft Office Suite, reporting systems, and ecommerce technologies.
• Ability to analyze data and translate findings into actionable business recommendations.
• Ability to travel regularly to store locations when required.

Core Competencies:

To perform the job successfully an individual should demonstrate the following competencies:

• Strategic Leadership - Oversees strategic budget planning, drives cost-efficiency initiatives, and makes sound financial decisions under pressure to support organizational goals.
• Ecommerce Growth & Marketplace Management - Lead strategic efforts for online revenue scaling, optimize digital storefronts, and expand multi-channel sales across platforms like Amazon, Shopify, and eBay with a primary focus on conversion rate optimization, multichannel inventory control, and data-driven digital marketing.
• Retail Operations Excellence - Streamline department functions, optimize inventory and labor, and deliver consistent customer experience.
• Financial & Business Analysis - Analyze financial data, operational metrics, and market trends to guide departmental decision-making on investment decisions, pricing strategies, and profitability drivers utilizing financial modeling and variance analysis to evaluate efficiency.
• Team Development & Performance Management - Offers feedback, coaches employees appropriately, rewards employees wisely, takes mentoring roles, challenges and develops employees, and offers opportunities.
• Training & Process Improvement - Develops training materials and conducts sessions to ensure employees can effectively perform all required duties. Streamline workflows by implementing best practices and automation when possible. Reduces redundancies and enhances efficiency through continuous process improvements.
• Customer Service Excellence - Anticipate, meet, and exceed internal and external customer needs through clear communication, active problem-solving, and genuine empathy by delivering responsive, accurate, and high-quality support that builds long-term loyalty and trust.
• Inventory & Warehouse Operations - Managing the end-to-end flow of goods, encompassing key areas like inventory control, space and layout optimization, and order fulfillment.
• Cross-Functional Collaboration - Ability to partner with different departments, share knowledge, and solve complex problems efficiently. Provide open communication, active listening, and align different team goals into a single shared purpose
• Compliance, Safety & Loss Prevention - Manage department regulatory adherence, risk mitigation, and asset protection by creating safety protocols, enforcing legal standards, and conducting audits to protect workers and property safety and security.