About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">About Us</H2> </div><div><p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">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. </span></p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"> </span></p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">We are seeking a 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! </span></p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"> </span></p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Why You’ll Love Working at STIHL: </span></p> <p> </p> <ul type="disc"> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Competitive pay with multiple bonus opportunities and potential for annual merit increases </span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Excellent health benefits including Medical, Dental & Vision Insurance </span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Onsite Health & Wellness Center for employees and eligible family members </span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Company-paid Life Insurance and Short & Long-Term Disability </span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Robust retirement offerings including: </span></li> <ul type="circle"> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">A fully vested Pension Plan after 5 years </span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">A 401(k) with generous employer match </span></li> </ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Paid time off including 11 Paid Holidays </span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">A strong culture of stability, community, and innovation </span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">About You</H2> </div><div><div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">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.</span></p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">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.</span></p> </div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Duties & Responsibilities</H2> </div><div><p><strong>Marketplace Strategy and Operations (Mirakl)</strong></p> <ul> <li>Develop strategy to achieve "easy to buy, easy to sell" objectives; build and track operational priorities across order management, post-purchase, fraud, and payments</li> <li>Guide dealers post-onboarding: catalog, pricing, inventory feeds, shipping configuration, and payout setup</li> <li>Conduct sessions with internal teams to resolve onboarding blockers; monitor dealer SLA performance (fulfillment, cancellations, returns, customer service)</li> <li>Support catalog quality audits and dealer product data corrections</li> <li>Develop PRDs, user stories, and business cases to drive platform enhancements for the digital product team</li> </ul> <p><strong>Order Management & Merchant of Record</strong></p> <ul> <li>Build AI use cases supporting end-to-end order flow across BOPIS, dealer delivery, and shipment fulfillment types</li> <li>Reconcile failed payments, declines, and cancellations with Finance and global teams; troubleshoot issues with IT, Customer Service, Stripe, and Mirakl</li> <li>Monitor Stripe Connect payouts for accuracy and timeliness; coordinate tax processes with Finance and Vertex</li> </ul> <p><strong>Fraud Monitoring & Risk Management</strong></p> <ul> <li>Serve as first point of contact for flagged transactions; investigate orders using customer behavior, payment characteristics, and risk indicators</li> <li>Liaise with fraud vendors, maintain case documentation, and develop SOPs for fraud workflows and escalation paths</li> <li>Ensure high acceptance rates, low false positives, low fraud rates, and minimal chargebacks</li> </ul> <p><strong>Reporting & Continuous Improvement</strong></p> <ul> <li>Produce weekly/monthly KPIs: order success rate, payout timeliness, fraud rate, chargebacks, and dealer SLA adherence</li> <li>Identify inefficiencies, recommend improvements, and support regression testing for Mirakl, Hybris, and Stripe releases</li> <li>Collaborate cross-functionally to continuously improve customer and dealer experience</li> <li>All other duties and responsibilities as assigned</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Specifications</H2> </div><div><ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Bachelor’s degree; preferred in the areas of marketing, design, digital, IT, or business-related fields</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">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</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Required Travel: <10%</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Experience in dealer networks, marketplaces, or B2B2C models</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Knowledge of analytics tools</span></li> </ul></div></div></div>