E-Commerce Manager (63196)

SUMMARY: 

The E-Commerce Manager leads the day-to-day operation and performance of Goodwill NLA’s e-commerce department, maximizing the value of donated goods through effective people leadership, merchandise flow, online sales, and customer service. The position is accountable for revenue, productivity, expenses, inventory control, and overall operational results.

 

The E-Commerce Manager develops employees, maintains effective workflows and systems, uses performance information to identify opportunities and solve problems, and works closely with retail locations to improve the identification and flow of merchandise appropriate for e-commerce. The position continuously improves the operation while balancing financial performance, quality, customer experience, employee development, and responsible stewardship of donated goods.

 

This role supports Goodwill NLA’s mission of Improving People’s Lives Through the Power of Work by maximizing the value of donated goods to generate revenue that supports workforce programs and community services.

REPORTS TO:

DGR Regional Manager (or designee)

 

ESSENTIAL DUTIES & RESPONSIBILITIES:

Business Performance & Outcomes

• Accountable for e-commerce revenue, expenses, productivity, and overall operational performance.
• Monitors key performance measures, including revenue, average sale price, sell-through rate, listing productivity, and expense-to-revenue ratio.
• Uses performance information to identify trends, problems, and opportunities and adjusts operations accordingly.
• Manages department performance within established budget expectations and identifies opportunities to increase revenue, productivity, and value recovery.

 

Operations & Systems

• Manages the flow of merchandise from intake and evaluation through listing, sale, shipping, or other disposition.
• Establishes and maintains efficient, consistent processes for researching, photographing, listing, storing, selling, and shipping merchandise.
• Ensures inventory is organized, controlled, accurately tracked, and moved through the operation in a timely manner.
• Identifies workflow problems and implements practical process improvements.
• Evaluates and uses available technology, systems, and platform tools to improve efficiency, accuracy, customer experience, and results.

 

Team Leadership & Development

• Hires, trains, coaches, develops, and evaluates assigned employees.
• Establishes clear expectations for productivity, quality, customer service, safety, and workplace conduct.
• Monitors individual and team performance and provides timely feedback, coaching, recognition, and corrective action as appropriate.
• Organizes and assigns work based on operational priorities, staffing, merchandise flow, and department needs.
• Develops employee knowledge and skills and cross-trains employees to support operational flexibility.
• Builds a culture of ownership, accountability, teamwork, and continuous improvement.
• Exercises appropriate independent judgment in day-to-day operational, staffing, customer, and performance decisions.

 

Store & Organizational Integration

• Builds effective partnerships with retail store leadership and employees to improve the identification, preparation, and flow of merchandise appropriate for e-commerce.
• Provides training, guidance, and feedback to store teams regarding item selection, quality, acceptance, and value.
• Travels to retail locations as needed to support training, evaluate merchandise flow, address barriers, and strengthen coordination between stores and e-commerce.

 

Customer Experience

• Ensures listings, photographs, descriptions, and other product information are accurate and meet established quality standards.
• Establishes expectations for timely, professional customer communication and service.
• Oversees resolution of customer concerns, returns, shipping issues, and other service problems.
• Uses customer feedback, returns, errors, and other information to identify opportunities for improvement.

 

Administrative & Asset Controls

• Ensures accurate and timely reporting of sales, production, inventory, and other required performance information.
• Maintains appropriate controls for merchandise, supplies, equipment, purchasing, shipping, and other department resources.
• Ensures required records and documentation are accurate, complete, and maintained in accordance with agency requirements.
• Safeguards donated goods and other agency assets and promptly reports suspected loss, misuse, fraud, or other concerns.

 

Safety & Compliance

• Maintains a safe and orderly work environment and ensures employees follow applicable safety requirements and work practices.
• Ensures compliance with agency policies, procedures, security requirements, asset-protection practices, and applicable regulatory requirements.
• Ensures accidents, injuries, safety concerns, property damage, and other incidents are promptly reported and appropriately addressed.
• Identifies and addresses unsafe practices, security concerns, and operational risks.

 

Professional & Operational Expectations

• Maintains working knowledge of e-commerce platforms, marketplace practices, technology, and operational processes relevant to the department and adapts practices as business needs and technology change.
• Attends required training sessions and meetings.
• Performs other duties as assigned to support the effective operation of the department and Agency mission.

 

Physical Demands and Work Environment:

The physical demands and work environment described here are representative of those encountered while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this position, the employee may:

• Frequently stand and walk and regularly bend, stoop, reach, and move throughout office, production, and warehouse work areas.
• Regularly lift, carry, push, pull, or move merchandise and supplies weighing up to 25 pounds and occasionally up to 50 pounds, using team lifting or appropriate material-handling equipment when needed.
• Frequently use hands and fingers to operate computers, mobile devices, office equipment, tools, and equipment used in e-commerce operations.
• Perform occasional sorting, staging, packaging, and movement of donated merchandise as operational needs require.
• Travel regularly among Goodwill NLA locations.

 

Work is performed primarily in a production-style office/warehouse environment and may include exposure to dust, airborne particles, recycled materials, noise, moving equipment, and varying temperatures.

 

General Expectations
All employees are expected to adhere to agency policies and procedures, comply with all applicable local, state, and federal laws and regulations, and maintain a professional appearance and demeanor at all times. Employees are also responsible for promoting a respectful, inclusive, and safe work environment, demonstrating integrity, and upholding the values and mission of the organization through their actions and conduct.

QUALIFICATIONS:

Education and/or Experience: High school diploma, HiSET/GED, or equivalent required. Previous experience supervising or leading employees and experience in retail, e-commerce, production, customer service, or a related operational environment required. Experience using technology and performance information to manage work, solve problems, or improve results is preferred.

 

Certificates, Licenses, Registrations: Valid driver's license and acceptable driving record required. Ability to travel regularly among Goodwill NLA locations as needed.

Screenings: Employment is contingent upon successful completion of a background check, motor vehicle record review, and any additional screenings required by agency policy.

 

REQUIRED KNOWLEDGE AND SKILLS:

• Ability to lead, coach, develop, and hold employees accountable.
• Strong critical-thinking, problem-solving, and decision-making skills.
• Ability to learn and effectively use technology, online platforms, spreadsheets, and other workplace systems.
• Ability to understand and use performance data to identify problems, set priorities, and improve results.
• Strong customer service, communication, and interpersonal skills.
• Ability to organize work, manage competing priorities, and maintain effective workflows.
• Ability to collaborate effectively with employees and leaders across departments and locations.
• Basic business understanding, including revenue, expenses, productivity, and the relationship between operational decisions and financial results.