E-Commerce Operations Manager

Position Summary:

The E-Commerce Operations Manager is responsible for the end-to-end performance of the BruinShop's online retail operations, including website maintenance, product merchandising, order fulfillment, and customer loyalty program administration.

This role ensures operational accuracy, efficiency, and a high-quality customer experience across all digital touchpoints.

In collaboration with Buying, Marketing, and campus partners, the manager drives alignment between online merchandising and business goals. This position requires strong ownership, resourcefulness, and a continuous improvement mindset to optimize systems, processes, and results.

Primary Responsibilities:

• Manage the day-to-day maintenance of the BruinShop website, ensuring product information, pricing, images, descriptions, and inventory availability are accurate and current. Maintain product organization, categorization, and digital merchandising to ensure an intuitive and seamless customer shopping experience. Develop working expertise in the website, ERP, and POS platforms to support ongoing maintenance, troubleshooting, and system enhancements. Lead efforts to maintain website accessibility, ensuring compliance with ADA requirements and recognized accessibility standards (e.g., WCAG).
• Collaborate with the Buying Team and Store Director to manage online assortment, inventory presentation, promotional pricing, and clearance strategies. Optimize product descriptions, featured collections, and product placement to improve customer engagement and conversion. Monitor website performance using analytics to identify opportunities to improve merchandising effectiveness, customer experience, and revenue. Conduct regular website audits and implement improvements based on customer behavior, sales trends, and industry best practices. Research emerging e-commerce tools and best practices and recommend solutions to improve operational efficiency and website performance.
• Partner with the Manager of Marketing and Communications to coordinate website content, homepage updates, promotional campaigns, and seasonal messaging. Develop and maintain webpages highlighting BruinShop ambassadors, student designers, photographers, and other brand partners to strengthen engagement and brand storytelling. Collaborate with internal stakeholders to ensure alignment across merchandising, marketing, and operational priorities.
• Oversee the end-to-end order fulfillment process, including order processing, packaging, shipping, and delivery. Monitor fulfillment performance metrics such as accuracy, timeliness, and cost, implementing improvements as needed. Develop and maintain fulfillment procedures and standard operating processes to ensure efficiency and scalability. Coordinate daily shipping operations with carriers including UPS, USPS, and FedEx, and resolve shipping-related issues. Provide customer support via phone and email regarding orders, returns, and product inquiries. Manage daily sales transactions and maintain accurate records of orders, inventory, and fulfillment activity. Provide day-to-day direction to student employees supporting fulfillment operations.
• Serve as the primary administrator and subject matter expert for the Cub Club Rewards program. Manage member accounts, including point adjustments, reward redemptions, and issue resolution. Monitor program performance and engagement metrics, identifying opportunities to improve participation and retention. Partner with Marketing and Communications to support promotions, enrollment initiatives, and customer communications. Evaluate program structure and recommend operational improvements to enhance the member experience.
• Support store operations by performing opening and closing procedures and operating the point-of-sale system as needed. Provide cashier support during peak periods, events, and staffing shortages. Assist with receiving, stocking, and general merchandise inventory management as required. Provide flexible operational coverage to support overall store and e-commerce business needs.
• Provide leadership, training, and day-to-day guidance to student employees supporting e-commerce and fulfillment operations. Foster a culture of accountability, collaboration, and continuous improvement. Cross-train with key campus partners and internal managers to ensure operational continuity across functions. Coordinate with Marketing, Buying, IT, and external vendors to ensure alignment of e-commerce initiatives and system operations.
• Other duties as assigned.