Director Of Customer Service Ecommerce Jobs (NOW HIRING)

The Director of Ecommerce leads strategy and execution for GGW’s online retail operations, driving innovation, automation, and growth to maximize revenue, net income, and customer satisfaction. The Director develops data-driven strategies to expand key product categories, enhance operational efficiency, and capitalize on increasing donation volume to strengthen e-commerce performance. The role uses technology, including artificial intelligence and automation, to streamline processes, optimize inventory flow, and scale operations. The Director partners with Retail Store leadership to align production standards, sourcing practices, and store processes that feed e-commerce growth. This leader collaborates cross-functionally with Retail Directors, logistics, marketing, People & Culture, safety, IT, and finance, and manages vendor and marketplace accounts. As a hands-on leader, this position maintains field visibility, develops e-commerce talent, and delivers sustainable growth and exceptional online shopping experiences.

Goodwill offers exciting opportunities for professional growth, and robust benefits, including personal time off (PTO), paid holidays, basic life insurance, short/long term disability benefits, individual and family medical, dental and vision benefits, pet insurance, generous employee discounts, and access to an employee assistance program (EAP).  403(b)/401(k) plan with match available after 1 year.  Bonus eligible. 

Essential Competencies:

Develops Talent
Values Differences
Drives Vision and Purpose
Collaborates
Strategic Mindset
Decision Quality
Plans and Aligns

Essential Duties and Responsibilities:

1. Creates and drives innovative e-commerce strategies to maximize revenue and net income while delivering exceptional customer service.
2. Builds strategies to significantly increase key categories and leverage GGW’s donation volume.
3. Builds automation roadmap and scales through implementation of technology-based systems.
4. Reviews e-commerce operations to realize efficiencies through AI.
5. Maintains a strong field presence to evaluate store e-commerce processes and drive quality products to e-commerce.
6. Leads projects with external partners.
7. Analyzes internal and external e-commerce data to drive growth.
8. Leads execution across planning, marketing, customer service, and operations.
9. Manages KPIs to forecast needs, control inventory, and ensure replenishment.
10. Develops strategies to increase customer acquisition, re-engagement, and lifetime value.
11. Maintains clear communication with Retail Directors and General Managers to improve product flow.
12. Maintains organized operational records and ensures facility standards for cleanliness, safety, and security.
13. Analyzes unit volume, ASP, sell-through, and contribution margin by category; adjusts pricing strategies based on competitive data.
14. Expands categories based on performance and industry trends; tests and introduces new sales platforms.

Other Duties and Responsibilities:
1. Offer key insights for site merchandising strategies that support inventory planning and strategy.
2. Manage the fulfillment process, including inventory management, demand planning, and logistics.
3. Works closely with all staff in the e-commerce department (warehouse and field).
4. Develops and coaches the e-commerce managers and staff to build a strong talent pipeline.
5. Develops training cadence for store-based e-commerce champions to strengthen sourcing and product-trend knowledge.
6. Owns vendor and marketplace account management, monitoring fees, and shipping to protect margin.
7. Builds the annual e-commerce plan and budget with the Retail VP; translates initiatives into actionable goals.
8. Evaluates equipment and technology to increase productivity and quality.

Supervisory Responsibility:

This position has supervisory responsibility for a combination of 40+ e-commerce team members and managers.

Required Qualifications:

1. 5+ years of experience in a high-performing complex role (e.g., Director of ecommerce operations, general mgmt., strategy consulting); e-commerce and/or startup environment experience preferred
2. Bachelor’s degree in business, marketing, operations, computer science, information technology, or related field required.
3. Computer Skills - Skilled in Microsoft applications. Proficiency with Microsoft Office Suite.
4. Experience implementing artificial intelligence.
5. Strong interpersonal skills and the ability to effectively communicate complicated concepts and recommended courses of action engage diverse audiences and influence senior executives.
6. Ability to think strategically, drive for results, build a high-performance organization, continuously drive innovation, and inspire the organization to achieve and exceed its objectives.
7. Thorough understanding of consumer audience segments.
8. Strong project management skills and ability to complete projects on time.
9. Strong problem-solving skills with the capacity to translate analytic data into strategic ideas.
10. Excellent ability to quickly synthesize both quantitative and qualitative data down to conclusions, prioritize opportunities, and drive speedy execution.
11. Interpersonal and persuasive skills, particularly with business decision makers. When you’ve identified an opportunity, you must effectively articulate the business case to get approval.

Preferred Qualifications:
1. Excellent prioritization and time management skills.
2. Ability to work with customers regardless of e-commerce background.
3. Alignment with the mission and vision of Goodwill. Enjoys working in a dynamic, collaborative, entrepreneurial environment that focuses on continuous improvement and direct communication.
4. Open to travel as needed.