Ecommerce Manager, Operations

JOB DETAILS:

Level: Manager

Exemption Status: Exempt

Primary Work Location: South San Francisco Warehouse

Position Type: Full Time

On-Site Requirement: Full Time On Site

Travel Requirements: May travel to different sites as needed

JOB SUMMARY

Working in a key leadership role to the e-commerce department, the Ecommerce Manager, Operations oversees the shipping, customer service and books & media e-commerce teams. This role helps to enhance e-commerce operations and ensures the development of staff and program participants under their leadership.

This role requires an innovative approach that focuses on helping to drive the overall e-commerce revenue and productivity by analyzing and improving current e-commerce operational processes and systems. The Ecommerce Manager, Operations works closely with other department leaders, and employees at every level to problem-solve, enhance efficiency, and produce positive mission outcomes.

The Ecommerce Manager, Operations requires strong interpersonal and leadership skills that involves building and managing relationships, overseeing leadership development of the Assistant Managers, and working cross functionally with other lines of business and engaging with upper management.

RESPONSIBILITIES

Leadership

• Help to develop the Ecommerce team through inspiration, celebration, training, coaching and correcting individual performance.
• Conduct leadership coaching and development to the Assistant Managers
• Provide general HR oversight to respective teams
• Guide employee actions by researching, developing, writing, and updating policies, procedures, methods, and guidelines; communicating developments to leadership.
• Facilitate and foster effective communication and collaboration with internal team, internal partners, external partners and customers
• Preserve team morale and foster a positive, creative work culture by motivating and inspiring department staff

Revenue Generation

• Oversee overall revenue generation for Ecommerce through daily management of sales related activities, utilizing Business Intelligence Tools, defined KPI’s, and other defined metrics with the goal of driving top line results
• Influence and lead staff to meet production and organizational goals.
• Sustain appropriate rating levels with online sales channels and profitable business through managing costs, P+L review and reporting, and looking for cost savings opportunities through the Ecommerce Department’s operational functions
• Constantly seek to advance productivity and sales through reporting, oversight, innovation, and partnership.
• Maintain and adapt e-commerce processes and procedures as well as identifying operational gaps and designing and implementing new ones.

Customer Service

• Reduce shrink and improve customer satisfaction by maintaining inventory integrity and minimize risk through training, accountability, and loss prevention methods.
• Handle and address escalated customer complaints with a focus on conflict resolution and prevent problem escalation in a courteous and professional manner at all times.
• Deliver exceptional service, customer engagement, and direct communication.

Operations

• Maintain continuity of work operations by determining continuing needs, setting appropriate priorities and problem-solving issues in a timely manner
• Maintain the close partnership between the Retail, Aftermarket, Operations and Donations teams and the Ecommerce department.
• Develop and manage vendor relationships including but not limited to marketplaces (e.g. eBay, Amazon, etc), financial accounts (e.g. PayPal, Amazon, Endicia, etc), industry partners and suppliers.
• Ensure a safe and hazard-free workplace through responsibilities such as adhering to all safety practices and company policies, monitoring safety, training staff on safety procedures, appropriately reporting or correcting conditions within the e-commerce area that are unsafe.
• Research and develop new services and methods as needed.
• Administer Quality Control standards for the sales and operation teams.
• Conduct good financial stewardship through tasks such as ensuring all sales and financial transactions are completed appropriately, participating in financial and budgetary reports, and working with Loss Prevention and Safety to ensure company assets are protected at all times.
• Identify and execute on process improvement opportunities.

• College Degree and/or a minimum of 5 years in e-commerce operation and sales experience.
• Minimum of 3 years of experience in leading and supervising the work of direct reports.

Knowledge, Skills & Abilities

• Exceptional customer support experience and conducting case resolutions.
• Robust background in managing SaaS and cloud base solutions.
• Key understanding of best practices in product handling and shipping.
• Outstanding leadership and interpersonal skills and able to collaborate closely with people of diverse backgrounds, ethnicities, gender, sexual orientations and age groups
• Proven, creative self-starter who operates with flexibility and organization astuteness
• Experience with urgent mission critical crisis recovery.
• Excellent analytical skills with utilizing tools, online sales portal and presentation software
• Strong business acumen and the ability to identify issues and develop solutions.
• Exemplary project management skills such as planning, documentation, execution and implementation – detail oriented, tracks tasks, and handles and prioritizes multiple projects simultaneously
• Excellent verbal and written communication skills
• Basic math and/or accounting skills
• Proficient in Microsoft Office Suite programs. Advance knowledge of Google Suite is plus.