Ecommerce Strategy & Operations Manager

STIHL USA; Virginia Beach (VA); On-site; USD 97,000 - 121,000; Full time

Benefits offered by this job

Competitive pay

Excellent health benefits

Onsite wellness center

Retirement plan

Paid time off

Job summary

STIHL USA is seeking an eCommerce Strategy & Operations Manager to lead marketplace strategy and end-to-end operations across Mirakl-driven channels, shaping the customer and dealer experience. You will partner with digital product, finance, and IT to optimize order flow, pricing, catalog, and payouts, while delivering weekly KPI reports and driving process improvements.

This role offers competitive pay, comprehensive benefits, and growth opportunities in a family-owned, world-class brand.

Qualifications

• Bachelor's degree in a related field.
• 3–5 years in digital commerce with marketplaces (Mirakl a plus).
• Experience with analytics and performance reporting.
• Travel less than 10%.
• Experience with dealer networks or B2B2C models.

Responsibilities

• Develop marketplace strategy and operations on Mirakl, optimizing order management and post-purchase experience.
• Guide dealers through onboarding, pricing, catalog and payout setup.
• Produce KPI reports on order success, payouts, and SLA adherence.
• Collaborate across Finance, IT, and product to improve processes.
• Support regression testing for platform releases.

Skills

Cross-functional collaboration

Analytics

Operations management

KPI reporting

Education

Bachelor's degree

Tools

Mirakl

Stripe

Job description

As a family-owned company, it's the people who continue to make STIHL a successful, world-class brand. Since revolutionizing the forestry industry in Germany with the first electric chainsaw in 1926, the STIHL name has remained synonymous with outstanding innovation, high-quality products, and comprehensive service.

We are seeking an eCommerce Strategy & Operations Manager to join our team. With competitive compensation, excellent benefits, and exciting growth potential, it's a great time to join STIHL.

Why You'll Love Working at STIHL

• Competitive pay with multiple bonus opportunities and potential for annual merit increases
• Excellent health benefits, including Medical, Dental, and Vision Insurance
• Onsite Health & Wellness Center for employees and eligible family members
• Company-paid Life Insurance and Short- and Long-Term Disability
• Robust retirement offerings, including:
• A fully vested Pension Plan after 5 years
• A 401(k) with a generous employer match
• Paid time off, including 11 paid holidays
• A strong culture of stability, community, and innovation
• Compensation: $97,000 - $121,000 per year. Actual compensation will depend on experience, qualifications, and internal equity.

About You

You're a strategic, hands-on eCommerce professional who thrives at the intersection of operations, data, and customer experience. You bring a strong understanding of marketplace ecosystems and know how to drive results through efficient processes, clear communication, and cross-functional collaboration.

You have experience supporting marketplace operations, onboarding sellers or dealers, and managing end-to-end order flow to ensure a seamless customer journey. You're comfortable working within platforms like Mirakl and understand what it takes to help partners succeed while maintaining high standards of performance and compliance.

Job Duties & Responsibilities

Marketplace Strategy & Operations (Mirakl)

• Develop strategies to achieve "easy to buy, easy to sell" objectives; build and track operational priorities across order management, post-purchase experience, fraud prevention, and payments.
• Guide dealers through post-onboarding activities, including catalog management, pricing, inventory feeds, shipping configuration, and payout setup.
• Conduct working sessions with internal teams to resolve onboarding blockers and monitor dealer SLA performance, including fulfillment, cancellations, returns, and customer service metrics.
• Support catalog quality audits and dealer product data corrections.
• Develop PRDs, user stories, and business cases to drive platform enhancements in partnership with the digital product team.

Order Management & Merchant of Record

• Build AI-driven use cases that support end-to-end order flow across BOPIS (Buy Online, Pick Up In Store), dealer delivery, and shipment fulfillment channels.
• Reconcile failed payments, declined transactions, and cancellations in collaboration with Finance and global teams.
• Troubleshoot issues with IT, Customer Service, Stripe, and Mirakl partners.
• Monitor Stripe Connect payouts for accuracy and timeliness and coordinate tax-related processes with Finance and Vertex.
• Serve as the primary point of contact for flagged transactions and investigate orders using customer behavior, payment characteristics, and risk indicators.
• Liaise with fraud prevention vendors, maintain case documentation, and develop SOPs for fraud workflows and escalation paths.
• Ensure high payment acceptance rates, low false-positive rates, low fraud rates, and minimal chargebacks.
• Produce weekly and monthly KPI reports, including:
• Order success rate
• Payout timeliness
• Dealer SLA adherence
• Identify operational inefficiencies and recommend process improvements.
• Support regression testing for Mirakl, Hybris, and Stripe platform releases.
• Collaborate cross-functionally to continuously improve both customer and dealer experiences.
• Perform other duties and responsibilities as assigned.

Qualifications

• Bachelor's degree required; preferred fields include Marketing, Design, Digital Technology, Information Technology, Business, or related disciplines.
• Preferred 3–5 years of experience, including at least 2 years in digital commerce, ideally involving marketplace platforms (e.g., Mirakl), payment platforms (e.g., Stripe), tax solutions, and fraud management tools.
• Required travel: Less than 10%.
• Experience working with dealer networks, marketplace ecosystems, or B2B2C business models.
• Knowledge of analytics tools and performance reporting methodologies.