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.

PRINCIPLE 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.
• Partner with HR to implement onboarding programs aimed at reducing hourly turnover by 5% annually and achieving 75% retention in key positions by 2030.
• Monitor staffing levels and adjust to maintain operational excellence.
• Set clear performance expectations and conduct timely evaluations; 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.
• Ensure 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.

REPORTS TO

Vice President of Retail Operations

CORE COMPETENCIES

• Strong knowledge of e-commerce platforms, digital merchandising, and inventory control
• Proficiency with Microsoft Office 365, POS systems, and shipping/logistics platforms
• Ability to interpret marketplace data and adjust pricing and volume strategies accordingly
• Strong leadership, communication, and coaching skills to lead a culturally diverse team
• Commitment to safety and familiarity with OSHA regulations in a warehouse setting

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

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The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, or working conditions associated with the role. At times, employees may be required to perform tasks outside of their usual responsibilities to support specific projects or organizational needs. Goodwill Industries of Middle Georgia, Inc. reserves the right to modify, add, or waive job requirements at its discretion.

Employee Acknowledgment

I acknowledge that I have received and reviewed a copy of my job description. I understand the duties and responsibilities outlined herein and recognize that I may be assigned additional tasks as necessary to support the mission of Goodwill Industries of Middle Georgia, Inc.