The eCommerce & Operations Manager provides strategic and operational leadership for ALSAC/St. Jude’s Merchandise Marketing eCommerce ecosystem. This role owns the end‑to‑end operational performance of St. Jude’s online storefronts, overseeing Salesforce Commerce Cloud (SFCC) administration, Oracle Fusion Order Management and Inventory operations, and the full customer journey—from browsing and checkout through fulfillment, support, and post‑purchase experience.

As the operational backbone of the merchandise program, this leader ensures system stability, data integrity, inventory accuracy, and service excellence—while continuously identifying opportunities to improve efficiency, scalability, and customer satisfaction in support of St. Jude’s 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 cross‑functionally 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. Jude’s brand promise, values, and commitment to excellence.

4. Operational Leadership & Cross‑Functional 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 decision‑making and future‑state planning.

Key Competencies & Success Indicators

Operational excellence and ownership mindset
Strong systems and process orientation
Data‑driven decision making
Customer‑first thinking
High attention to detail and follow‑through
Ability to lead through influence in a matrixed environment
Comfort balancing mission impact with commercial rigor

Job Requirements

Bachelor’s degree in Business, Marketing, Operations, or a related field, or equivalent experience.
3–5 years of progressive experience in eCommerce operations or digital commerce program management.
Hands‑on 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, problem‑solving, and troubleshooting skills.
Proven ability to collaborate cross‑functionally in a complex, mission‑driven organization.
Experience supporting customer service programs and operational escalation management.

Preferred qualifications include experience in nonprofit retail, cause‑based commerce, or fundraising‑driven eCommerce environments, along with familiarity using digital analytics and reporting tools such as GA4 or Power BI to inform operational decisions. The ideal candidate will also bring a working knowledge of PCI compliance, data governance, and privacy best practices, as well as experience managing external vendors or technology partners.

Work Location

This position is based at ALSAC’s 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.

We’re dedicated to ensuring children and their families have every opportunity to enjoy life’s special moments. We’re 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.

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