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.
- 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.
- 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.
- 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.
- 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.
- 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
- 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.
Work Location
This position is based at ALSAC’s National Executive Office in Memphis, TN and is eligible for a hybrid work schedule.
- 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.
What We Do
ALSAC is the largest healthcare-related charity in the United States. Founded in 1957 by Danny Thomas, our sole mission is to raise the funds and awareness needed to operate and maintain St. Jude Children's Research Hospital®. While our headquarters can be found in Memphis, Tennessee, we have additional offices in more than 30 locations across the country and in Puerto Rico with positions in fundraising, marketing, digital, information technology, legal, finance and many other disciplines all supporting our lifesaving mission - Finding cures. Saving children. ® At ALSAC, we believe in hiring the best and brightest from around the globe, and in 2020 we were named #1 on Fast Company's 100 Best Workplaces for Innovators. With a concerted focus on diversity and inclusion, we value and respect the contributions of all of our employees. Our work environment encourages everyone to be their authentic selves as we strive together towards a day when “no child dies in the dawn of life.” As we look to the future, we understand that we must be relentlessly innovative. Our work helps fuel the groundbreaking research and treatment at St. Jude and ensures that families never receive a bill from St. Jude for treatment, travel, housing or food — because all a family should worry about is helping their child live. View our career opportunities at https://www.stjude.org/jobs/alsac.html and follow ALSAC across social media using @stjude. To learn more about the research hospital, follow St. Jude Children's Research Hospital on LinkedIn. For specific career opportunities available through the hospital, visit www.stjude.org/JoinOurMission.
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