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

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