E-Commerce Supervisor

Description Turn Donations Into Revenue. Lead from the Front. Drive Performance.

Goodwill of Western New York is seeking an experienced E-Commerce Supervisor to lead the daily operations of our Shop Goodwill department. This is a hands-on working supervisor role responsible for driving sales, productivity, customer service, and team performance while actively participating in the department’s daily production work.

Unlike a traditional supervisory position, this role requires working alongside the team. In addition to leading and developing employees, the E-Commerce Supervisor will regularly research merchandise, photograph products, create online listings, respond to customers, process orders, organize inventory, and pack and ship merchandise.

• Lead the daily operation of the E-Commerce Department, including workflow, staffing, productivity, quality, customer service, safety, and performance.
• Serve as a working supervisor by actively participating in merchandise research, photography, listing creation, customer service, order fulfillment, packing, and shipping.
• Establish clear daily and weekly expectations and hold team members accountable for sales, listing, quality, service, and shipping goals.
• Train, coach, develop, and provide timely feedback to team members.
• Identify donated merchandise with strong online resale potential and help determine the appropriate pricing and sales channel.
• Ensure online listings are accurate, complete, timely, and designed to maximize the value of donated goods.
• Monitor sales, listing productivity, sell-through, customer service, shipping, inventory, labor, and other performance measures.
• Adjust work assignments and resources throughout the day to resolve bottlenecks and meet production and service expectations.
• Maintain accurate inventory controls and ensure compliance with safety, security, loss prevention, cybersecurity, and merchandise-handling procedures.
• Partner with retail store teams to improve the identification and flow of high-value merchandise to E-Commerce.
• Support performance management, interviewing, onboarding, scheduling, training, and other employee-related responsibilities.
• Identify and implement practical process improvements that strengthen revenue, productivity, quality, and customer service.

You are a hands-on leader who is comfortable balancing team leadership with daily production responsibilities. You lead by example, establish clear expectations, address performance concerns, solve problems, and step into the work whenever needed to keep the operation moving.

You bring:

• Associate’s degree in business, retail management, e-commerce, or a related field preferred; equivalent relevant experience will be considered.
• Three or more years of experience in e-commerce, online retail, resale, fulfillment, production, or retail operations preferred.
• Previous experience supervising, coaching, or leading employees strongly preferred.
• Experience with Shop Goodwill or another online marketplace preferred.
• The ability to research merchandise and identify products with online resale potential.
• Strong customer service, written communication, organization, and problem-solving skills.
• The ability to use performance data to make decisions and improve results.
• Computer proficiency and comfort using internet-based systems and e-commerce platforms.
• A willingness to work alongside the team and maintain a visible presence in the department.
• A commitment to teamwork, accountability, continuous improvement, and Goodwill’s mission.

• Full-time position with flexibility to work occasional evenings, weekends and holidays based on operational needs.
• Ability to work in a non-climate-controlled environment as required.
• Ability…