E-Commerce Operations Manager

You're a digital innovator with a passion for driving business growth and customer satisfaction. You know that a seamless online shopping experience is key to unlocking sales and loyalty. You're a strategic thinker who thrives in fast-paced environments, always looking for ways to optimize eCommerce operations, improve user experience, and stay ahead of the competition. If this sounds like you, we've got the perfect opportunity! Goodwill Industries of New Mexico (GINM) is hiring an E-Commerce Operations Manager to oversee the day-to-day operations of our online shopping platforms. You'll develop and execute operational strategies, manage a team of eCommerce associates, and collaborate with cross-functional teams to drive business results. At Goodwill Industries of New Mexico, you'll enjoy competitive pay & benefits, opportunities to innovate and build, and a career with purpose. In 2024 alone, GINM served just under 22,000 people. We are changing lives through the power of work! Ready to make an impact in the digital world? Apply today and join us in doing good!

This is an exempt position, pay is negotiable depending on experience.

Essential Duties and Responsibilities:

• Adherence to the attendance and punctuality policies.
• Exhibit excellent customer service skills as related to your position.
• Develop and execute comprehensive eCommerce strategies to drive sales growth, improve customer experience and increase market share.
• Lead, manage and train a team of eCommerce associates, including an Assistant Manager and or Leads providing guidance, coaching, and development opportunities to ensure team members have the skills and knowledge needed to succeed.
• Analyze sales data, customer behavior, and market trends to inform business decisions, identify opportunities for growth and optimize eCommerce operations.
• Collaborate with cross-functional teams, including Marketing, Merchandising, and Operations, to ensure alignment and effective execution of eCommerce strategies.
• Develop and manage budgets, forecasts, and financial plans to ensure eCommerce operations are profitable and aligned with business objectives.
• Stay up to date with industry trends, best practices, and emerging technologies to continuously improve eCommerce operations and stay competitive.
• Ensure compliance with Goodwill Industries of New Mexico's policies, procedures, and standards, as well as all relevant laws and regulations.
• Ensures HIPAA compliance.
• Responsible for the safety of all persons served and staff under his/her supervision.
• Responsible for CARF compliance and maintaining standards in areas of responsibility.
• Implements CARF standards into all programs and follow professional ethics as set in the Code of Conduct/Business Ethics policy.
• Maintains confidentiality of all privileged information.
• Performs other incidental and related duties as required and assigned.

Supervisory Responsibilities: Directly supervises eCommerce employees. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities includes interviewing, hiring and training employees; providing feedback and coaching; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems..

• Knowledge of organizational practices, policies and procedures and compliance with same.
• Knowledge of and compliance with all safety policies and procedures
• Knowledge of applicable federal, state, county and local laws, regulations, and requirements.
• Knowledge of Americans with Disabilities Act (ADA) and Architectural Barriers Act (ABA).
• Knowledge of outreach services and activities, funding agencies, and community health care and vocational services.
• Skill in operating various word-processing, spreadsheets, and database software programs in a Windows environment.
• Ability to prepare accurate, complete and legible reports and create and present detailed and effective speeches and presentations.
• Ability to exhibit excellent customer service skills.
• Ability to read, write and understand English.
• Ability to carry out instructions in verbal and written format.
• Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds and people with disabilities.
• Ability to work extended hours and various work schedules.
• Ability to maintain confidentiality.
• Ability to work independently and demonstrate time management skills.
• Ability to handle multiple tasks and meet deadlines.
• Strong analytical, problem-solving, and communication skills.
• Experience with eCommerce platforms, such as Shopify, Magento, or BigCommerce.
• Knowledge of digital marketing principles, including SEO, paid advertising, and social
• Ability to work in a fast-paced environment, prioritize multiple tasks, and meet deadlines.

Physical Demands and Work Environment: While performing the duties of the job, the employee is regularly required to use hands, fingers, handle, or feel; reach with hands and arms; see, talk and hear. The employee is frequently required to sit, walk, and stand. The employee is occasionally required to stoop, kneel, crouch, crawl and lift/move up to 25lbs and may occasionally be exposed to outside weather conditions. Frequent interaction with the public and groups of adults will occur. Specific vision requirements include close vision, distance vision, color vision, and depth perception.

Minimum Qualifications: The requirements listed below are representative of the knowledge, skills, and or abilities required for the position. Individuals must be able to pass a criminal background check and drug test. Individuals must have a valid New Mexico driver’s license, liability insurance, insurability under the agency insurance carrier, dependable vehicle and a clean driving record.

• Bachelor’s degree in business, Marketing, or related field, or equivalent experience (minimum 5-7 years) in eCommerce management or a related field.
• Minimum of 3-5 years of experience in eCommerce management, with a proven track record of driving sales growth and improving customer satisfaction.
• Media marketing experience
• Strong leadership and team management skills, with experience in coaching and developing team members.