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 synonymous with 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 Compensation: $97,000 - $121,000 per year. Actual compensation will depend on experience, qualifications, and internal equity. 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