E-Commerce Manager

ABOUT FRIENDS OF THE HIGH LINE

The High Line is both a nonprofit organization and a public park on the West Side of Manhattan. We’re devoted to reimagining public spaces to create connected, healthy neighborhoods and cities through our work with communities on and off the High Line. Built on a historic, elevated rail line, the High Line was always intended to be more than a park. You can walk through the gardens, view art, experience a performance, enjoy food or beverage, or connect with friends and neighbors—all while enjoying a unique perspective of New York City. Nearly 100% of our annual budget comes through donations from people like you, who help us operate, maintain, and program the park.

The High Line is owned by the City of New York, and we operate under a license agreement with NYC Parks.

JOB DESCRIPTION

The High Line seeks an experienced, hands-on E-Commerce Manager to lead day-to-day operations of its new digital retail presence, launching in April 2026. This role will oversee all e-commerce activities, including, but not limited to, site content, product uploads, inventory accuracy, order fulfillment, analytics, and platform management. This is a critical position reporting to the newly appointed Senior Director of Retail and Merchandising.

RESPONSIBILITES

E-Commerce Operations

• Manage daily e-commerce operations across product listings, pricing, stock levels, and content accuracy.
• Ensure smooth functionality of the Shopify platform, including plug-ins, apps, and integrations.
• Act as a point of contact with technical and fulfillment vendors.
• Oversee the day-to-day maintenance and updating of product photography, merchandising layout, and content.

Fulfilment & Customer Experience

• Oversee order fulfillment workflows, returns/exchanges, and customer service resolution processes.
• Monitor and improve customer satisfaction metrics.
• Liaise with the warehouse/fulfilment partner to manage shipping SLAs, inventory accuracy, and seasonal peak planning.

Inventory & Reporting

• Collaborate with the retail team to manage online inventory accuracy and replenishment.
• Track inventory movement and digital sales trends to inform reordering and sell-through strategy.
• Provide weekly and monthly performance dashboards, analysing key KPIs including conversion, bounce rate, average order value (AOV), and revenue.

Merchandising & Campaign Support

• Implement online merchandising strategies in line with seasonal campaigns and institutional storytelling.
• Support the launch of new products and exclusive online collections in collaboration with the Senior Director of Retail and Merchandising and the Marketing team.
• Coordinate promotional activity such as free shipping, discount codes, bundles, and timed drops.

Digital Marketing & Promotion

• Develop and execute digital marketing strategies to drive engagement for the e-commerce platform, including email marketing campaigns and digital advertising initiatives for retail products.
• Collaborate with the marketing team to ensure retail marketing aligns with overall brand voice and institutional campaigns.
• Analyze digital marketing performance and optimize campaigns to maximize traffic and conversions.
• Manage platform optimization for product pages and listings to enhance organic search visibility.

Team Leadership & Management

• Supervise and schedule a small team of part-time e-commerce fulfilment support staff.
• Provide day-to-day oversight, coaching, and quality control to ensure timely fulfillment and excellent customer service.
• Train new team members on e-commerce systems, workflows, and customer support tools.
• Support the development of a positive, collaborative, and high-performance retail culture.

Process Development

• Build comprehensive, scalable workflows and standard operating procedures (SOPs) for all e-commerce operations that can grow with the business.
• Develop training materials and documentation for team members and cross-functional partners to facilitate the execution of established processes.
• Continuously evaluate and improve operational efficiency.

Cross-Functional Collaboration

• Work closely with the High Line’s marketing, finance, and visitor experience teams to align digital retail with brand voice, mission, and fiscal targets.
• Support campaign planning and email marketing initiatives to drive traffic and conversion.

QUALIFICATIONS

• Minimum 3–5 years of experience in e-commerce, ideally in a mission-driven or cultural retail environment.
• Proficient in Shopify (or equivalent), Excel, Google Analytics, and fulfillment management tools.
• Strong knowledge and hands-on experience in retail/digital marketing, including email campaigns, social media advertising, SEO, and conversion optimization.
• Strong understanding of e-commerce metrics, product data, and customer behaviour analytics.
• Experience managing vendor relationships (technical, fulfilment, customer service).
• Excellent organizational and problem-solving skills; detail-oriented with strong follow-through.
• Proven experience building processes, workflows, and standard operating procedures in a startup or fast-growth environment.
• Passion for retail that reflects cultural storytelling, design integrity, and sustainability value

Benefits

• Medical, dental, and vision insurance
• Paid primary and secondary caregiver leave
• 20 Vacation days, 7 sick days, and 10 paid holidays with floating holidays & Winter Fridays, Discounts Citi Bike Membership
• Discounts with vendors at the High Line & around the Meatpacking neighborhood
• Free entrance to the Whitney Museum
• Supplemental short-term disability insurance and paid life insurance
• Commuter benefits
• Flexible Spending Accounts
• Contribution in a 403(b) retirement plan
• Employee Assistance Program