Commerce Operations Manager (Merchandise)

American Heritage Girls; Cincinnati (OH); Hybrid; USD 51,000 - 63,000; Full time

Benefits offered by this job

Paid holidays

PTO

Retirement savings

Flex time

Staff Retreat

onboarding

Job summary

American Heritage Girls is seeking a Commerce Operations Manager (Merchandise) to lead day-to-day eCommerce operations, fulfillment, and customer service from our Cincinnati, OH office. The role blends supply chain oversight with data-driven process improvements in a faith-based nonprofit setting.

You will supervise the merchandise team, develop SOPs, and collaborate with vendors and the Director of Commerce Strategy to optimize product lifecycles and performance dashboards.

Qualifications

• Passion for serving God in the AHG Ministry.
• Agreement with the AHG Statement of Faith and Staff Commitment to AHG Ministry Values.
• Must exhibit and maintain a strong relationship with Christ and a positive faith attitude.
• Works toward and champions a healthy Staff culture.
• 3-5 years of experience in eCommerce operations, retail operations, or supply chain management, required.
• Demonstrate experience supervising or leading a team in an operational environment.
• Strong working knowledge of eCommerce platforms (Shopify or similar) and inventory/ERP systems (Acumatica or similar).
• Excellent organizational, analytical, and problem-solving skills with a high attention to detail.
• Exceptional interpersonal and communication skills; able to work across departments and with external partners.
• Customer service management experience with a proven ability to resolve complex issues diplomatically.
• Proficiency in data analysis and reporting; capable with spreadsheets and dashboards. Experience with 3PL or fulfillment center operations preferred.
• Familiarity with demand planning and inventory turnover analysis, preferred.
• Experience in a nonprofit, ministry, or mission-driven organization, preferred.
• Bachelor’s degree in Business, Supply Chain Management, or a related field, or equivalent professional experience, preferred.
• Ability to walk long distances and lift up to 25 lbs.

Responsibilities

• Exhibits Christ-like servant leadership while working with AHG Staff, Volunteers, and the Public.
• The Commerce Operations Manager is the operational hub of the Commerce Department, providing day-to-day management.
• This role will be responsible for day-to-day eCommerce operations, supply chain management, fulfillment oversight, and customer service management.
• Serve as the primary operational manager for the merchandise operations team, handling day-to-day oversight.
• Directly supervise, coach, and develop the merchandise operations team, including regular check-ins, goal-setting, and performance management.
• Develop, document, and maintain SOPs for all eCommerce operations, ensuring consistency and compliance across the team.
• Allocate team workload and resources effectively, anticipating bottlenecks and resolving capacity issues proactively.
• Own the customer service function for the Commerce Department, establishing standards for response time, resolution quality, and customer satisfaction.
• Coordinate with the onsite Fulfillment Center on customer service matters related to orders, shipping, returns, and adjustments.
• Ensure a seamless shopping experience by overseeing timely and customer-centric resolution of order, payment, and shipping issues.
• Oversee inventory management, fulfillment operations, and returns processing, working closely with the operations team and the onsite Fulfillment Center.
• Monitor supply chain health, anticipating disruptions and working with the team and vendors to maintain continuity.
• Assist in maintaining productive vendor relationships, supporting the resolution of ordering, cost, shipping, and payment issues as needed.
• Collaborate with the Director of Commerce Strategy and Product Sourcing Specialist to support product lifecycle from purchase order through delivery and fulfillment.
• Review inventory reports and turnover metrics; provide analysis and improvements in collaboration with the Director of Commerce Strategy.
• Monitor KPIs including sales, inventory levels, customer service volume, and fulfillment accuracy.
• Identify areas for process improvement and implement optimization strategies.
• Support the Director of Commerce Strategy in dashboards and insights for senior leadership.
• Ensure alignment between operational data in financial and sales platforms, resolve sync issues.

Skills

Leadership

Analytical skills

Communication

Problem-solving

Education

Bachelor’s degree in Business or related field

Tools

Shopify

Acumatica

Job description

Our world desperately requires a generation of women who know who they are and whose they are in Christ. The AHG Program is at the forefront of this urgent need, teaching girls the incredible God-given worth that lies within them. If you would like to be part of a team helping girls to live by Biblical truths and dedicated to helping girls build self-esteem and leadership skills, then AHG invites you to apply for one of our faith-based jobs.

Who We Are

The AHG Staff consists of a group of women and men who are passionate about seeing God’s best for the rising generation of girls in America. They come from different denominations but share a common Christian faith and an ardent vision for influencing culture. The AHG national headquarters is located in Cincinnati, Ohio, and while some national staff members are Cincinnati-based, many dedicated employees work for the ministry via remote positions nationwide.

AHG offers a substantial benefits package that additionally includes 12 paid holidays, paid time off (PTO), retirement savings, flex time, an annual Staff Retreat, and an extensive one-week onboarding process that allows new employees to learn all facets of the organization. AHG’s stand-out benefit is the ability to have prayer interwoven into the workday. From daily group prayer to monthly Bible Study , AHG Staff have the opportunity to develop an intimate relationship with God through their work.

Position:Commerce Operations Manager (Merchandise)

Location: Cincinnati, OH

Job Id:246

# of Openings:1

Commerce Operations Manager (Merchandise)

Job Title

Commerce Operations Manager (Merchandise)

Department

Commerce

Status

Full-time, Exempt

Location

AHG National Office, Cincinnati, OH, Local Remote

(This position will be required to be in office a minimum of 3-4 days per week)

Reports to

Director of Commerce Strategy

Works with

AHG Staff, Vendors, Fulfillment, Volunteers, and Public

Travel Required

Yes, regionally and/or nationally, less than 25%

$57,000

*The planned start date for this position is on or after September 1, 2026.*

Position Description

Exhibits Christ-like servant leadership while working with AHG Staff, Volunteers, and the Public. The Commerce Operations Manager is the operational hub of the Commerce Department, providing day-to-day management. This role will be responsible for day-to-day eCommerce operations, supply chain management, fulfillment oversight, and customer service management.

Specific Duties

• Operations and Team Management
  • Serve as the primary operational manager for the merchandise operations team, handling day-to-day oversight.
  • Directly supervise, coach, and develop the merchandise operations team, including regular check-ins, goal-setting, and performance management.
  • Develop, document, and maintain efficient and effective standard operating procedures (SOPs) for all eCommerce operations, ensuring consistency and compliance across the team.
  • Allocate team workload and resources effectively, anticipating bottlenecks and resolving capacity issues proactively.
• Customer Service Management
  • Own the customer service function for the Commerce Department, establishing standards for response time, resolution quality, and customer satisfaction.
  • Serve as the escalation point for elevated or unresolved customer service issues, working toward solutions that balance organizational interests and customer needs.
  • Utilize customer service platform reporting to ensure the response standards are met and to identify trends for improvements.
  • Analyze customer service trends and issues; generate regular reports with actionable items for process improvement.
  • Coordinate with the onsite Fulfillment Center on customer service matters related to orders, shipping, returns, and adjustments.
  • Ensure a seamless shopping experience by overseeing timely and customer-centric resolution of order, payment, and shipping issues.
• Supply Chain, Fulfillment, and Vendor Oversight
  • Oversee inventory management, fulfillment operations, and returns processing, working closely with the operations team and the onsite Fulfillment Center.
  • Monitor supply chain health, anticipating disruptions and working with the team and vendors to maintain continuity.
  • Assist in maintaining productive vendor and supplier relationships, supporting the resolution of ordering, cost, shipping, and payment issues as needed.
  • Collaborate with the Director of Commerce Strategy and Product Sourcing Specialist to support product lifecycle from purchase order through delivery and fulfillment.
  • Review inventory reports and turnover metrics prepared by the operations team; provide analysis and implement necessary improvements in collaboration with the Director of Commerce Strategy.
• Analytics, Reporting, and Process Improvement
  • Monitor and report on key performance metrics including sales, inventory levels, customer service volume, and fulfillment accuracy.
  • Identify areas for process improvement and implement optimization strategies in partnership with the Director of Commerce Strategy and team members.
  • Support the Director of Commerce Strategy in generating performance dashboards and operational insights for senior leadership.
  • Ensure alignment between operational data in financial and sales platforms, resolving any sync issues with platform consultants, and elevating unresolved issues to the Director of Commerce Strategy and Controller.
• Management Responsibilities
  • Conduct (minimally) biweekly 1:1s with direct-reports and documents within HRIS platform.
  • Conduct performance reviews and evaluations for direct-reports in a timely manner.
• Adherence to Employee Handbook policies.
• Participation in weekly vision casting meetings, daily prayer, and monthly Bible studies.
• Other duties as assigned.

Qualifications

• Passion for serving God in the AHG Ministry.
• Agreement with the AHG Statement of Faith and Staff Commitment to AHG Ministry Values.
• Must exhibit and maintain a strong relationship with Christ and a positive faith attitude.
• Works toward and champions a healthy Staff culture.
• 3-5 years of experience in eCommerce operations, retail operations, or supply chain management, required.
• Demonstrate experience supervising or leading a team in an operational environment.
• Strong working knowledge of eCommerce platforms (Shopify or similar) and inventory/ERP systems (Acumatica or similar).
• Excellent organizational, analytical, and problem-solving skills with a high attention to detail.
• Exceptional interpersonal and communication skills; able to work across departments and with external partners.
• Customer service management experience with a proven ability to resolve complex issues diplomatically.
• Proficiency in data analysis and reporting; comfortable working with spreadsheets and performance dashboards. Experience with 3PL (third-party logistics) or fulfillment center operations, preferred.
• Familiarity with demand planning and inventory turnover analysis, preferred.
• Experience in a nonprofit, ministry, or mission-driven organization, preferred.
• Bachelor’s degree in Business, Supply Chain Management, or a related field, or equivalent professional experience, preferred.
• Ability to, on occasion, walk long distances and/or stand for long periods of time and lift up to 25 lbs.