Job description
Overview:
The
eCommerce Operations Manager is responsible for managing the day-to-day operations of the eCommerce business. This role will supervise a team responsible for eCommerce Support, as well as managing our website product catalog. You will have a focus on managing and integrating product data into our digital channels and developing a support framework across our capability set to ensure a best-in-class customer and store experience. Must be a hands-on, detail-oriented, team player with strong analytic and communication skills. Must be willing to learn as we grow and share a relentless pursuit of achieving our defined vision and goals while providing top notch support across our stakeholder groups.
Responsibilities/Qualifications:
The
eCommerce Operations Manager will:
- Implement new processes, system changes and standard operating procedures to optimize Omni-Channel operations and work with store operations, technology, and supply chain teams to implement.
- Monitor neighbor and store VOC to gain insights into areas of success and opportunities. Share feedback across team and lead operational improvement initiatives.
- Partner with Customer Service team to understand consumer / store associate pain points and work on initiatives to improve experience.
- Develop and manage support processes. Provide first level support for our stores and franchise owners, and second level support for our customers and stores.
- Manage review capabilities and monitor product reviews. Define value-add new capabilities and implement as approved.
- Onboard new stores into eCommerce including system enablement, store training and third-party integrations.
- Build relationships with store owners when onboarding and through continued store support.
- Manage third-party delivery relationships and initiatives
- Monitor the performance of the support team and ensure team is performing to established SLAs.
- Responsible for the development and maintenance of the store and neighbor support knowledgebase across all website functions, eCommerce, and the Loyalty program.
- Work with IT Technical Support Manager and the eCommerce Digital Product Management team to work through issues that require technical support and/or development.
- Provide input to new development pipeline and capabilities to influence roadmap as it relates to support strategy and enhancements needed.
- Manage other support activities such as the monitoring of product reviews and the accuracy of product details on the site
- Own relationship with the Neighbor Services, IT Support, and Operations teams.
eCommerce Operations Manager candidates will have:
- Bachelor’s Degree required, preferably in a related field.
- 7+ years of experience in relevant business or eCommerce/web operations.
- Analytical with a strong focus on operational excellence.
- Project management skills and ability to manage multiple complex projects simultaneously.
- Ability to collaborate with cross functional teams at all levels.
- Comfortable in dynamic, fast paced environment with tight deadlines.
- Strong written and oral communication skills.
- Ability to use strategic thinking and critical thinking skills to create new strategies, build business cases, and win stakeholder buy-in.
- Experience working with advanced functions in Excel.
- Knowledge with Sitecore, Microsoft Dynamics and Payment Processing, but not required.
- Experience managing operations and support teams
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