Manager, eCommerce Operations

Job Title:  eCommerce Operations Manager

Department:  eCommerce

Reports To:  Sr. Director, Global eCommerce

FLSA Status:  Exempt

Location:  Nashville, TN (hybrid)

 

SVP Worldwide is the world’s largest consumer sewing machine company, proudly home to the iconic brands SINGER®, HUSQVARNA® VIKING®, PFAFF®, and CREATIVATE™. Together, our brands represent nearly 500 years of combined leadership, empowering sewists around the world, and shaping the evolution of sewing for generations.

 

Our purpose is clear: to create, elevate, and celebrate sewists around the world.

 

With global operations spanning R&D, manufacturing, distribution, and sales, SVP Worldwide brings together heritage craftsmanship and modern innovation to serve a worldwide community of makers.

 

Our expanding portfolio includes sewing and embroidery machines, accessories and notions, garment care, and creative software — offering meaningful opportunities to innovate, collaborate, and make an impact.

Guided by our values — customer-first thinking, curiosity and creativity, inclusion, and transparency — we’re building a connected, inclusive culture where people can grow their careers while helping define the future of sewing.

 

POSITION SUMMARY: The eCommerce Operations Manager owns the day-to-day administration of the tools and processes that power our DTC channel, including fraud, returns, financing, loyalty, reviews, subscriptions, PIM/DAM, and access management. This is an execution-focused, detail-oriented role requiring deep platform expertise across a broad tool stack. You report to the Senior Director of Global eCommerce and serve as the functional subject matter expert for every platform in your scope.

 

RESPONSIBILITIES:

Platform & Vendor Management

• Own day-to-day relationships with platform vendors: open and track tickets, attend check-ins, and see issues through to resolution.
• Track renewal dates and contract terms; flag upcoming renewals with enough lead time for proper evaluation.
• Assess new features and upsell pitches; summarize the case for or against to the Sr. Director.
• Stay current on release notes, deprecations, and pricing changes, proactively bring anything relevant to the team.

Testing, QA & Documentation

• Test all platform changes, feature rollouts, and integration updates end to end before they go live.
• Maintain a living library of SOPs, configuration notes, and runbooks for every platform you own. Keep them updated when things change.

Fraud & Returns

• Review fraud queues, flagged orders, and chargeback alerts daily. Adjust rules and thresholds as needed without creating customer friction.
• Own returns portal configuration; handle CS escalations and exceptions. Pull return rate data regularly by product, reason, and channel and flag trends early.

Financing, Loyalty & Reviews

• Own checkout financing (BNPL) configuration and monitor completion rates for financed orders. Flag drop-offs quickly.
• Run day-to-day loyalty operations: point adjustments, tier rules, reward configurations, and data corrections.
• Manage the reviews platform: ensure post-purchase requests fire correctly, content displays properly, and moderation queues are current.

PIM, DAM & Subscriptions (Recharge)

• Serve as the primary hands-on user of the PIM and DAM. Maintain data quality and asset organization; manage publishing workflows and catch errors before they reach the site.
• Own Recharge configuration: subscription setup, billing rules, skip/pause/cancel flows, and dunning settings. Monitor subscriber health daily for failed payments, churn, and billing errors.

Metrics & Reporting

• Maintain a regular reporting cadence across platforms, fraud rates, return rates, subscriber health, review volume, PIM completeness, and access hygiene, and deliver it without being asked.

 

REQUIREMENTS AND PREFERRED EXPERIENCE:

Required

• 2–5 years of hands-on eCommerce operations expe