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 experience, ideally at a DTC brand.
• Direct experience working inside several of the platforms listed above.
• Detail-oriented, proactive communicator who flags problems early with context.
• Comfortable pulling and reading your own data; strong documentation habits.

Nice to Have

• Experience with Recharge, Okta, or a PIM/DAM (e.g., Salsify, Bynder).
• Familiarity with Shopify, BNPL providers (Affirm, Klarna), or fraud tools (Signifyd, NoFraud).

What Good Looks Like

• You know the status of every platform without being asked and are rarely surprised by issues.
• Problems get caught before they reach customers or require emergency fixes.
• Vendors are managed, renewals are tracked, documentation is current, and access is tightly audited.
• The Employer retains the right to change or assign other duties to this position.

SKILLS, ABILITIES AND KNOWLEDGE

• Ability to effectively communicate; excellent written and verbal communication skills
• Effective organizational skills with attention to detail
• Ability to work in a fast-paced environment and adapt quickly to change; demonstrates learning agility
• Proven ability to work independently and collaboratively within a high performing team
• Willingness to develop, is self-aware and open to feedback

WE OFFER YOU

• Full benefits package; medical, dental, vision
• 401k plan
• Competitive PTO accrual as well as additional wellness days
• Hybrid work schedule
• Work environment that harbors a culture of collaboration and community
• Learning and development opportunities

PHYSICAL REQUIREMENTS

• Occasionally move about inside the office to access file cabinets, meeting rooms, copier/printer etc as well as have the ability to remain in a stationary position 50% of the time
• Required to retrieve or reposition products like sewing machines weighing up to 50 pounds
• Any additional physical requirements

WORK ENVIRONMENT/LOCATION/FLEX ARRANGEMENT

• SVP Worldwide offers a fast-paced and ever-changing environment. This position will be hybrid – willingness to commute to our office location a minimum of three (3) days a week and work remotely from a home office the other days.
• The worker is subject to being in front of a computer and on the phone throughout the day.

Why You Will Love Being a Part of the SVP Worldwide Team:

We take care of our team! We offer a competitive benefit package including: multiple health plan options comprised of vision and dental plans, 401K plan, life insurance, disability insurance, pet insurance, parental leave, generous employee discounts and paid time off benefits including wellbeing days.

At SVP Worldwide, we celebrate diversity, equity, and inclusion and strive to employ a unique workforce that is reflective of our consumers across the globe. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.

SVP Worldwide is an equal opportunity employer and makes employment decisions based on merit and qualifications. SVP Worldwide prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration.

In The News

In 2021, SVP Worldwide was acquired by Platinum Equity (www.platinumequity.com), a global investment firm with more than $25 billion of assets under management and a portfolio of approximately 50 operating companies that serve customers around the world. Platinum Equity has committed to fully support SVP Worldwide's continued growth and to bring additional financial and operational resources to help accelerate the company's efforts.

Like what you see? Then come “sew” and grow your career with us!

Follow us on LinkedIn and get updates from SVP Worldwide!

Requirements: Responsible for managing processes as defined in the job description