E-Commerce Team Lead — Hands-On Revenue Driver

Goodwill of Western New York; Buffalo (NY); On-site; USD 33,000 - 34,000; Full time

Job summary

Goodwill of Western New York is seeking an experienced E-Commerce Supervisor to lead the daily operations of the ShopGoodwill department. This hands-on working supervisor role drives sales, productivity, customer service, and team performance while actively participating in production tasks alongside the team.

Responsibilities include researching merchandise, photographing products, creating online listings, responding to customers, processing orders, organizing inventory, packing and shipping,

Qualifications

• Associate's degree or equivalent experience in business, retail, or e-commerce.
• 3+ years in e-commerce, online retail, resale, fulfillment, or retail operations.
• Previous supervisory or lead experience preferred.
• Experience with ShopGoodwill or similar online marketplaces preferred.
• Strong customer service and problem-solving skills.

Responsibilities

• Lead daily operations of the E-Commerce Department, including workflow, staffing, productivity, quality, customer service, safety, and performance.
• Act as a working supervisor by researching merchandise, photographing items, creating listings, and fulfilling orders.
• Set clear daily/weekly expectations and hold the team accountable for sales, listing quality, service, and shipping goals.
• Train, coach, and provide timely feedback to team members.
• Identify donated merchandise with online resale potential and help price and select sales channels.
• Ensure online listings are accurate, complete, and optimized to maximize value.
• Monitor sales, listing productivity, sell-through, customer service, shipping, inventory, and labor metrics.
• Adjust assignments and resources to meet production and service targets.
• Maintain inventory controls and ensure safety, security, and loss prevention procedures.
• Partner with retail store teams to improve flow of high-value merchandise to E-Commerce.
• Support performance management, onboarding, scheduling, training, and other HR tasks.
• Identify and implement process improvements to strengthen revenue, productivity, quality, and service.

Skills

Leadership

Customer service

Communication

Problem-solving

Merchandise research

Team collaboration

Education

Associate’s degree or equivalent in business/retail/e-commerce

Tools

ShopGoodwill

Job description

Goodwill of Western New York is seeking an experienced E-Commerce Supervisor to lead the daily operations of the ShopGoodwill department. This hands-on working supervisor role drives sales, productivity, customer service, and team performance while actively participating in production tasks alongside the team.

Responsibilities include researching merchandise, photographing products, creating online listings, responding to customers, processing orders, organizing inventory, packing and shipping,