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. ___________________________________________________________________________ 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.
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