E-Commerce Operations Manager

Grand Canyon University!  One of Arizona’s leading institutions of higher learning. Located in the Valley of Sun in the heart of Phoenix, Arizona, GCU is a regionally accredited, private, nondenominational Christian University. 

Grand Canyon University’s Lope Shops offer compelling college clothing and accessories. We have been committed to providing our customers with the best possible service-and to improving it every day. We believe college fashion is a business of optimism, and in that spirit, we continue to grow and evolve for our students.

Grand Canyon University is currently hiring for a new E-Commerce Operations Manager. The E-Commerce Operations Manager is responsible for the management of the Lope Shops’ e-commerce operation, fulfillment, customer service, and Love-A-Lope student care package program. The E-Commerce Operations Manager will oversee a team of 2-4 student workers to complete these.

What you will do: 

• Manages e-commerce order processing and shipping to ensure customer orders are processed accurately and shipped according to daily schedule.

• Oversees student workers to complete daily e-commerce tasks, care package tasks, and other assigned duties.

• Monitors and reports order anomalies to minimize fraud.

• Monitors shipping supply levels and conducts monthly inventory for re-supply.

• Ensures the e-commerce shipping area remains clean and organized.

• Provides exceptional customer service via phone and email, to include taking orders, troubleshooting website issues, and resolving customer concerns in a timely manner.

• Ensures customer returns are processed in a timely manner and in accordance with the Lope Shop e-commerce return policy.

• Ensures inventory adjustments are made properly and timely for returns, exchanges, and replacements.

• Work with shipping carriers to resolve package delivery issues as they arise.

• Proactively identifies operational problems, suggests solutions, and independently resolves issues. 

• Analyzes data to monitor performance and plan improvements and demand.

• Works to optimize search results and improve keywords.

• Ensures website maintenance tasks are completed, as scheduled, and logged upon completion.

• Makes HTML/CSS tweaks and adjustments to website as needed.

• Plans and executes the Lope Shops’ Love-A-Lope student care package program.

• Coordinates with E-Commerce Media Manager to produce, print, and mail care package marketing material in July of each year.

• Oversees care package order management, customer service, and support.

• Oversees Love-A-Lope care package program details and purchasing for packages.

• Ensures care package preparation is completed, as scheduled, for distribution.

• Sends and verifies delivery of care package pickup notifications according to defined schedule.

• Interacts routinely (telephone and email) with customers, management, warehouse staff, and vendors.

• Other duties as assigned.

What you will need:

• Bachelor’s degree in technology, business, or marketing preferred.

• 2+ years of relevant working experience.

• Proficiency in analyzing data to derive actionable insights.

• Supervisory experience.

• Working experience with e-commerce platforms, website design, and analytics.

• Experience with POS and warehouse systems.

• An equivalent combination of education, training and relevant work experience from which comparable knowledge, skills and abilities have been achieved may be substituted upon supervisor’s approval.

• Valid driver’s license and clean driving record.

• Must successfully pass background checks

• Provide a positive example to students by supporting the University’s Doctrinal Statement, Ethical Position Statement and Mission of Grand Canyon University.

Why work at GCU:

• Exceptional workplace benefits include medical, dental, vision, life and disability insurance, flexible spending accounts, a 401K savings plan

• Generous time off plan and 11 paid holidays 

• Paid time off to volunteer in the community or at GCU sponsored events  

• Free covered parking 

• We also offer full-time employees, their spouses, and dependent children an Education Tuition Discount Program 

• Free on-site gyms on campus