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

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.