e-Commerce Operations Department Lead

Goodwill Southern California•Los Angeles, CA

About The Position

Goodwill is one of the leading non-profit brands in the world and one of the largest non-profits in Southern California. We are a rapidly evolving organization and yet we have never been more focused on our Mission, on our people, and on our future. It’s always a GOOD day in SoCal! The Operations Department Lead assists the e-Commerce Supervisor in the efficient operation of Goodwill SoCal's e-commerce account operations by providing day-to-day operational oversight of Category Leads and Associates in assigned Department. This role ensures established goals related to order fulfillment, customer service, safety, payroll, and expense control are met through consistent execution of operational workflows, marketplace standards, and adherence to Goodwill Southern California policies and values.

Requirements

1-2 years of supervisory experience.
1-2 years of e-commerce experience.
High school diploma or general education degree (GED) preferred.
Shift flexibility and overtime when needed.
Ability to handle confidential information.
Ability to work with minimal supervision.
Punctual and dependable attendance.
Free from alcohol and drug abuse.
Understands the basic philosophy of Goodwill and participates fully in carrying out its mission.
Adheres to Goodwill’s values of Respect, Integrity, Service, & Excellence.
Must have basic experience computer programs in a Windows environment, including Word, Excel and E-mail
Drug Screen 8 Panel
Background Check
Employment Verification

Responsibilities

Maintain expert-level knowledge of assigned e-commerce operations workflows, including order processing, shipping, and fulfillment activities.
Perform routine fulfillment quality checks to ensure order accuracy and compliance with marketplace standards.
Perform daily Operations Associate duties as needed to support workflow continuity and operational effectiveness.
Support the e-Commerce Operations Supervisor with process updates, ensuring changes are implemented accurately and on schedule.
Provide day-to-day operational oversight of Category Leads and Associates to ensure work is completed accurately, safely, and on schedule.
Assign work, monitor workflow, and follow up to ensure operational expectations and coverage requirements are met.
Observe Category Lead and Associate performance and provide real-time guidance and coaching to support operational effectiveness.
Communicate performance observations, attendance issues, and operational concerns to the Supervisor or Management team as appropriate
Perform seller-side functions of assigned e-commerce sales channels in accordance with marketplace standards and policies.
Monitor and support marketplace fulfillment timelines and service-level expectations.
Respond to customer inquiries and resolve concerns in a timely and professional manner.
Ensure inventory management systems are used accurately to support order tracking, fulfillment and merchandise flow.
Reports supply ordering needs to Supervisor to support uninterrupted operations.
Support the upkeep of operational equipment, tools, and work areas to ensure safe and efficient operations
Utilize scheduled Category Leads and Associates to meet assigned department goals and objectives.
Partner with the Supervisor and Management team to support employee relations conversations as needed
Promote a Safety-First culture by modeling safe work practices and reinforcing established safety procedures.
Monitor work areas for potential hazards and promptly report unsafe conditions, incidents, or concerns.
Ensure proper use of equipment, PPE, and safe material-handling techniques, including lifting practices.
Maintain clean, organized, and hazard-free workspaces and support completion of required safety training.