AVP, eCommerce Operations

What you'll do:

The Associate Vice President (AVP), eCommerce Operations is accountable for the overall leadership and performance of end‑to‑end eCommerce operations, ensuring a stable, scalable, and efficient operating model that supports profitable growth and a consistent customer experience. The role provides executive oversight across Online Order execution, Ship‑to‑Home, and Endless Aisle / Online Assortment fulfillment.

Working in close partnership with leaders across Store Operations, Digital Product, IT, Fraud, Contact Centre, Transportation, and external partners, the AVP ensures operational readiness, reliability, and continuous improvement. The role balances near‑term operational delivery with longer‑term capability development aligned to enterprise priorities.

End‑to‑End eCommerce Operations

• Provide executive leadership and accountability for Online Order execution, Ship‑to‑Home, and Endless Aisle / Online Assortment fulfillment.

• Establish and evolve operating models, governance, and controls that support business growth, peak periods, and new Digital capabilities.

• Ensure operational strategies and plans align with enterprise financial objectives, customer experience standards, and strategic priorities, including eCommerce penetration and cancellation reduction.

Cross‑Functional Integration & Operational Readiness

• Lead cross‑functional alignment across Store Operations, Digital, IT, Fraud, Contact Centre, and Transportation to enable effective eCommerce execution.

• Own operational readiness for Digital releases, including deployment coordination, stabilization, and issue management.

• Ensure new capabilities are effectively embedded into day‑to‑day operations with clear ownership and sustainable processes.

Online Assortment / 2P Operations

• Provide oversight of vendor onboarding, compliance, and ongoing operational performance for online‑exclusive assortments.

• Govern product availability, orderability, ASN performance, aged orders, and vendor service‑level adherence.

• Maintain senior‑level relationships with external platforms, EDI partners, and transportation providers to support reliable and cost‑effective fulfillment.

Customer Experience & Incident Management

• Accountable for customer experience outcomes driven by eCommerce operations, including order reliability, service recovery, and Net Promoter Score (NPS).

• Lead enterprise‑level operational incident management, escalation, and root‑cause resolution.

• Partner with Fraud and Contact Centre leaders to balance sales growth, risk mitigation, and service quality.

People Leadership & Organization Effectiveness

• Lead and develop a multi‑disciplinary organization of leaders and managers across eCommerce Operations and Digital Experience Integration.

• Establish clear accountabilities, performance expectations, and development plans to build leadership depth and capability.

• Foster a high‑performance culture focused on operational discipline, collaboration, continuous improvement, and customer outcomes.

Key Performance Measures

• Order cancellation rates and fulfillment reliability

• Customer experience and Net Promoter Score (NPS)

• Execution of operational plans and readiness for peak and promotional events

• Stability and performance of eCommerce operations

• Vendor compliance and service‑level performance

What you bring:

• Extensive leadership experience in eCommerce, Digital Operations, Omnichannel Retail, or a comparable operational environment.

• Demonstrated ability to lead large, complex, cross‑functional teams within a matrixed enterprise.

• Strong knowledge of eCommerce fulfillment, digital release integration, vendor ecosystems, and customer service operations.

• Proven capability translating enterprise strategies into scalable and disciplined operational execution.

• Enterprise and operational leadership

• Cross‑functional influence and stakeholder management

• Clear and effective executive communication

• Change leadership and continuous improvement

• Customer‑focused decision making

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This posting represents an existing vacancy within our organization.

We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.