Commerce Operations Manager (Merchandise)

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%

Salary

$57,000

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

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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.

• Miscellaneous

  • 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.