Merchandise Commerce Ops Leader (Remote-Friendly)

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

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.