E-Commerce & Operations Manager (Memphis, TN)
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Job Location:
Memphis, TN - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
AtALSACyou do more than make a living; you make a difference.
We like people who are differentbecause were different too. As one of the worlds most iconic and respected nonprofits we know what its like to stand out. Thats why were looking at you. Your background perspective and desire to make an impact set you apart. As we work to help St. Jude cure childhood cancer were calling on the game-changers innovators and visionaries to join our family. Not just for the kids of St. Jude but also for you. Because at ALSAC we develop and celebrate our employees. So bring your whole authentic self and become part of our shared mission: Finding cures. Saving children.
Job Description
The eCommerce & Operations Manager provides strategic and operational leadership for ALSAC/St. Judes Merchandise Marketing eCommerce ecosystem. This role owns the endtoend operational performance of St. Judes online storefronts overseeing Salesforce Commerce Cloud (SFCC) administration Oracle Fusion Order Management and Inventory operations and the full customer journeyfrom browsing and checkout through fulfillment support and postpurchase experience.
As the operational backbone of the merchandise program this leader ensures system stability data integrity inventory accuracy and service excellencewhile continuously identifying opportunities to improve efficiency scalability and customer satisfaction in support of St. Judes mission and brand.
Essential Job Functions
1. Salesforce Commerce Cloud (SFCC) Administration & Optimization
- Serve as the primary business administrator for SFCC across all St. Jude online retail storefronts.
- Own site configuration product catalog setup pricing promotions content slots merchandising rules and seasonal updates.
- Oversee and coordinate integrations with Order Management Systems (OMS) CRM payment gateways fraud tools loyalty programs and analytics platforms.
- Partner with IT and external vendors to lead feature enhancements release management issue resolution and performance optimization.
- Monitor and optimize site health metrics including uptime page load speed error rates and checkout conversion to ensure a seamless donor/shopper experience.
- Support testing QA and deployment readiness for new campaigns launches and platform changes.
2. Oracle Fusion Order Management & Inventory Operations
- Own daily operational performance within Oracle Fusion Order Management and Inventory including order flow lifecycle tracking and exception management.
- Maintain high standards of inventory accuracy item attributes safety stock levels and warehouse coordination.
- Identify troubleshoot and resolve order blocks backorders cancellations and fulfillment constraints.
- Analyze inventory aging replenishment needs demand trends and SKU performance to inform assortment and lifecycle decisions.
- Partner crossfunctionally with Supply Chain Finance Procurement and warehouse partners to streamline processes and ensure operational readiness.
3. Customer Experience & Service Excellence
- Design implement and continuously improve a customer satisfaction and support framework covering order inquiries returns/exchanges and escalations.
- Partner closely with Donor/Support Services teams to ensure timely accurate handling of service tickets and complex customer issues.
- Analyze service data and customer feedback to identify root causes systemic issues and opportunities for process automation or improvement.
- Ensure all customer interactions reflect St. Judes brand promise values and commitment to excellence.
4. Operational Leadership & CrossFunctional Collaboration
- Act as the primary operational liaison between Merchandise Marketing IT Supply Chain Finance Creative Legal and external vendors.
- Lead operational planning and readiness for seasonal campaigns fundraising initiatives and new product launches.
- Develop and maintain documentation for systems workflows training materials and standard operating procedures (SOPs).
- Support compliance and governance requirements including audits PCI/security standards data privacy and organizational controls.
- Provide insights reporting and recommendations to leadership to support decisionmaking and futurestate planning.
Key Competencies & Success Indicators
- Operational excellence and ownership mindset
- Strong systems and process orientation
- Datadriven decision making
- Customerfirst thinking
- High attention to detail and followthrough
- Ability to lead through influence in a matrixed environment
- Comfort balancing mission impact with commercial rigor
Job Requirements
- Bachelors degree in Business Marketing Operations or a related field or equivalent experience.
- 35 years of progressive experience in eCommerce operations or digital commerce program management.
- Handson experience with Salesforce Commerce Cloud (Business Manager proficiency).
- Experience with Oracle Fusion Order Management and/or Inventory modules (or comparable enterprise OMS/ERP platforms).
- Strong analytical problemsolving and troubleshooting skills.
- Proven ability to collaborate crossfunctionally in a complex missiondriven organization.
- Experience supporting customer service programs and operational escalation management.
Work Location
This position is based at ALSACs National Executive Office in Memphis TN and is eligible for a hybrid work schedule.
Benefits & Perks
The following Benefits & Perks apply to Full-Time Roles Only.
Were dedicated to ensuring children and their families have every opportunity to enjoy lifes special moments. Were also committed to giving our staff excellent benefits so they can do the same.
- Core Medical Coverage: (low cost low deductible Medical Dental and Vison Insurance plans)
- 401K Retirement Plan with 7% Employer Contribution
- Exceptional Paid Time Off
- Maternity / Paternity Leave
- Infertility Treatment Program
- Adoption Assistance
- Education Assistance
- Enterprise Learning and Development
- And more
ALSAC is an equal employment opportunity employer.
ALSAC does not discriminate against any individual with regard to race color religion sex national origin age sexual orientation gender identity transgender status disability veteran status genetic information or other protected status.
No Search Firms:
ALSAC does not accept unsolicited assistance from search firms for employment opportunities. All resumes submitted by search firms to any ALSAC employee or ALSAC representative via email the internet or in any form and/or method without being contacted and approved by our Employee Experience team and without a valid written search agreement in place will result in no fee being paid if a referred candidate is hired by ALSAC.
Required Experience:
Manager
Key Skills
About Company
A leading children’s hospital, St. Jude treats the toughest childhood cancers and pediatric diseases. Learn about patient referrals, and donate so families never receive a bill for treatment, travel, housing or food.
