Artificial Intelligence (AI), Business Case, Business-to-Business (B2B), Chargebacks, Communication Skills, Continuous Improvement, Cross-Functional, Customer Experience, Customer Support/Service, Customer/Consumer Behavior, Documentation, Ecosystems, Finance, Forestry, Information Systems/Technology IS/IT Administration, Marketing, Onboarding, Operational Support, Operations Management, Order Management, Performance Analysis, Performance Metrics, Pricing, Process Management, Product Requirements Document (PRD), Reconciliation, Regression Testing, Risk, Risk Management, Sales, Service Level Agreement (SLA), Shipping/Receiving, Standard Operating Procedures (SOP), Strategic Planning, Technical Support, Use Cases, Willing to Travel, eCommerce
Ecommerce Strategy & Operations Manager
About Us As a family-owned company, it's the people who continue to make STIHL a successful, world-class brand. Since revolutionizing the forestry industry in Germany with the first electric chainsaw in 1926, the STIHL name has remained synonymouswith outstanding innovations, high-quality products and comprehensive service. We are seeking an eCommerce Strategy & Operations Manager to join the team. With competitive compensation, excellent benefits and exciting growth potential, it is a great time to join the STIHL team!
Why You'll Love Working at STIHL: Competitive pay with multiple bonus opportunities and potential for annual merit increases Excellent health benefits including Medical, Dental & Vision Insurance Onsite Health & Wellness Center for employees and eligible family members Company-paid Life Insurance and Short & Long-Term Disability Robust retirement offerings including: A fully vested Pension Plan after 5 years A 401(k) with generous employer match Paid time off including 11 Paid Holidays A strong culture of stability, community, and innovation
About You
You're a strategic, hands-on eCommerce professional who thrives at the intersection of operations, data, and customer experience. You bring a strong understanding of marketplace ecosystems and know how to drive results through efficient processes, clear communication, and cross-functional collaboration. You have experience supporting marketplace operations, onboarding sellers or dealers, and managing end-to-end order flow to ensure a seamless customer journey. You're comfortable working within platforms like Mirakl and understand what it takes to help partners succeed while maintaining high standards of performance and compliance.
Job Duties & Responsibilities
Marketplace Strategy and Operations (Mirakl)
- Develop strategy to achieve "easy to buy, easy to sell" objectives; build and track operational priorities across order management, post-purchase, fraud, and payments
- Guide dealers post-onboarding: catalog, pricing, inventory feeds, shipping configuration, and payout setup
- Conduct sessions with internal teams to resolve onboarding blockers; monitor dealer SLA performance (fulfillment, cancellations, returns, customer service)
- Support catalog quality audits and dealer product data corrections
- Develop PRDs, user stories, and business cases to drive platform enhancements for the digital product team
Order Management & Merchant of Record
- Build AI use cases supporting end-to-end order flow across BOPIS, dealer delivery, and shipment fulfillment types
- Reconcile failed payments, declines, and cancellations with Finance and global teams; troubleshoot issues with IT, Customer Service, Stripe, and Mirakl
- Monitor Stripe Connect payouts for accuracy and timeliness; coordinate tax processes with Finance and Vertex
Fraud Monitoring & Risk Management
- Serve as first point of contact for flagged transactions; investigate orders using customer behavior, payment characteristics, and risk indicators
- Liaise with fraud vendors, maintain case documentation, and develop SOPs for fraud workflows and escalation paths
- Ensure high acceptance rates, low false positives, low fraud rates, and minimal chargebacks
Reporting & Continuous Improvement
- Produce weekly/monthly KPIs: order success rate, payout timeliness, fraud rate, chargebacks, and dealer SLA adherence
- Identify inefficiencies, recommend improvements, and support regression testing for Mirakl, Hybris, and Stripe releases
- Collaborate cross-functionally to continuously improve customer and dealer experience
All other duties and responsibilities as assigned
Specifications Bachelor's degree; preferred in the areas of marketing, design, digital, IT, or business-related fields Preferred 3-5 years of experience, with at least 2 years of experience in digital ideally with marketplace (e.g., Mirakl) payment (e.g., Stripe), tax, and fraud platforms Required Travel: <10% Experience in dealer networks, marketplaces, or B2B2C models Knowledge of analytics tools
Nearest Major Market: Virginia Beach