Ecommerce Operations Manager in Princeton, New Jersey at The Princeton University Store

Ecommerce Operations Manager at Princeton University Store

Ecommerce is a strategic growth priority for Princeton University Store, and we are investing in the people, processes, and technology that will define its future.
We are seeking an experienced Ecommerce Operations Manager to lead the day-to-day execution of our digital business while helping transform the online customer experience through operational excellence, technology, and continuous improvement.
If you enjoy solving problems, improving processes, working across departments, and delivering exceptional customer experience, we would like to meet you.
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About Princeton University Store
Princeton University Store is an independent retail organization serving Princeton University students, alumni, parents, faculty, staff, visitors, and the surrounding community. Our customers shop with us in stores, online, through athletic events, and at special campus events throughout the year.
As part of an exciting multi-year transformation, we are modernizing our stores, expanding digital commerce, implementing a new Ecommerce platform, and preparing for future growth, including social commerce.
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Why This Role Matters
The Ecommerce Operations Manager is responsible for the operational execution of our Ecommerce business from order placement through delivery.
This role combines Ecommerce operations, fulfillment, customer care, website quality, inventory coordination, and continuous improvement to ensure every customer interaction reflects the quality, professionalism, and service associated with the brands we represent.
Working closely with Merchandising, Store Leadership, Marketing, Operations, Finance, Technology, Receiving, and Customer Service, you will help integrate ecommerce into the daily rhythm of the business while building the operational foundation for the next generation of Princeton University Store.
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What Success Looks Like
You will be successful when you:
• Deliver an exceptional online customer experience.
• Lead accurate and efficient Ecommerce fulfillment.
• Build trusted partnerships with store leadership and retail teams to deliver a seamless omnichannel customer experience.
• Maintain a high-quality digital storefront.
• Improve operational processes through technology and automation.
• Support the successful transition from NetSuite SuiteCommerce to a new platform.
• Help prepare the business for future Ecommerce growth and social commerce.
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What You Do
Lead Ecommerce Operations
• Own the operational execution of the complete online order lifecycle from order placement through delivery.
• Lead fulfillment, shipping, Buy Online Pick Up In Store (BOPIS), and exception management.
• Develop packaging and unboxing standards that reflect the Princeton University Store brand.
Deliver Outstanding Customer Care
• Manage customer inquiries, the returns process, and customer order issues.
• Resolve problems professionally while identifying opportunities to improve the customer experience.
• Serve as the operational contact for special orders and university department purchases.
• Represent the voice of the customer by identifying recurring issues and recommending improvements to products, processes, and customer community.
Maintain a Best-in-Class Digital Storefront
• Ensure product information, pricing, images, and website content remain accurate.
• Perform regular website quality reviews and customer journey testing.
• Partner with Merchandising to improve online product presentation and conversion.
Improve Operations
• Support the implementation of a new ecommerce platform and related technologies while helping ensure a seamless transition for customers and internal teams.
• Identify opportunities to improve fulfillment, workflows, reporting, and customer communication.
• Leverage AI-enabled tools and automation to improve productivity and operational efficiency.
Lead and Collaborate
• Supervise and develop a part-time Ecommerce Operations Assistant.
• Build collaborative working relationships with store leaders and retail teams to integrate ecommerce into daily store operations and deliver a consistent customer experience across both locations.
• Provide retail management coverage as business needs require.
• Partner across departments to improve ecommerce operations, fulfillment, customer experience, and operational efficiency.
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What You Bring
• College degree or certificate
5+ years of Ecommerce, retail operations, fulfillment, or customer service leadership experience.
• Experience with NetSuite or a comparable ERP platform.
• Point of Sale experience.
• A willingness to embrace new technologies, automation, and AI tools to improve operational efficiency and the customer experience.
• Strong organizational, communication, and problem-solving skills.
• Passion for delivering exceptional customer experiences.
• Ability to thrive in a fast-paced, collaborative retail environment.
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Why You Will Enjoy This Role
• Build and improve a growing ecommerce business.
• Work with modern retail technology, including a new ecommerce platform.
• Help shape future capabilities, including social commerce.
• Collaborate across merchandising, operations, marketing, and technology.
• Make a visible impact in a small, entrepreneurial organization where ideas become reality.
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Why Princeton University Store?
This is an opportunity to help shape the future of Ecommerce for one of the country's most recognized university retailers.
You will join a collaborative leadership team that values innovation, operational excellence, continuous improvement, and exceptional customer service. As our digital business continues to grow, you will play a key role in expanding Ecommerce capabilities, improving the customer experience, and helping shape the future of digital commerce at Princeton University Store.
If you are excited about building better Ecommerce experiences—not simply processing orders—we encourage you to apply.