Senior Manager Of Ecommerce Operations

Summary

The Senior Manager of eCommerce Operations is responsible for managing the development, execution, and ongoing optimization of all omnichannel and e-commerce fulfillment nodes. This includes the current Ship from Store (SFS) program and any new programs or initiatives that may be added soon which could include Buy Online Pick Up in Store, Buy Online Pick Up Curbside and Same-Day Delivery. He/she will work closely with Store Operations, Supply Chain, Marketing, Finance, and IT teams to identify and implement ongoing process improvements that increase sales, reduce expenses, and improve the overall guest experience. This position will work with internal and external partners to address issues and concerns and continually look for ways to improve the processes and systems. This position will also work with management to develop strategy and long-term planning.

Under the direction of the Vice President of eCommerce, the Senior Manager of eCommerce Operations will also have responsibility for identifying, managing, and maintaining optimal fulfillment across the entire eCommerce assortment. In addition, this position will assist in identifying and developing recommendations for optimization as well as serve as a single point of contact for internal eCommerce support. The successful candidate will need to have an entrepreneurial spirit, be detailed oriented, support numerous initiatives, and be able to effectively communicate to all levels and areas of the business.

Key Responsibilities

• Analyze and track performance metrics to continuously improve the eCommerce business as well as provide ad hoc reporting/analysis as needed or requested by internal and external business partners.
• Lead business owner of all eCommerce systems and order routing/allocation logic.
• Collaborate with the IT department on current system functionality as well as system improvements.
• Assist in the maintenance and preparation of documentation, including but not limited to, the development of Standard Operating Procedures and other training materials for field teams.
• Manage key eCommerce Operations such as Ship from Store to ensure excellent customer service and satisfaction, adherence to standard operating procedures, and high-efficiency completion of tasks.
• Serve as the single point of contact for store eCommerce support as it relates to customer order allocation, fulfillment, delivery confirmation, and troubleshooting.
• Support cross-functional business partners with ad hoc requests pertaining to eCommerce initiatives and serve as the subject matter expert for all fulfillment and eCommerce operations activities.
• Identify and implement ongoing process improvements that increase sales, reduce expenses, and improve the overall guest experience.
• Increase omnichannel sales by maximizing fill rate to reduce cancellation, damage, return, and reship rates.
• Lead key eCommerce initiatives across cross-functional teams by proposing, defining, and driving operational projects to completion,
• Design, build, and optimize operational reporting for all eCommerce initiatives.
• Design, build, and implement new omnichannel and eCommerce capabilities such as Buy Online Pickup In-Store, third-party marketplace opportunities, enhancements to existing programs, and/or brand new omnichannel tests.
• Manage the eCommerce guest experience by supporting the Guest Experience and Store Operations teams and serving as the single point of contact for all eCommerce guest experience issues.
• Collaborates with and supports eCommerce UI/UX and site content/merchandising teams to drive constant improvement and growth of the Buff City Soap omnichannel / eCommerce businesses.
• Monitor and support the execution of fulfillment orders across the eCommerce/Omnichannel network.

Qualifications

• Experience working with order management systems, well-versed in Microsoft Office Suite with excellent Excel and Access skills, and ability to analyze large sets of data, Alteryx experience is a plus.
• Highly organized, detail-oriented, and resourceful.
• Manages own time accurately and effectively; ability to set priorities that guide team member’s time management most effectively; assists team with task prioritization.
• Highly collaborative, self-motivated, and enjoys learning new things.
• Possess strong cross-functional communication skills; takes a proactive approach to cross-functional communication and works to continually improve and enhance cross-functional collaboration.
• 7+ years of experience in operations and/or e-commerce with at least 4+ in e-commerce specifically.
• Experience working with parcel carriers and last-mile delivery providers.
• Strong project management and analytical skills.
• Works independently to support off-hour/weekend operations.
• Have worked in a retail environment with BOPIS/Curbside, Ship from Store, 3PL or DC, and/or dropship fulfillment methods.
• Strong customer focus and proven track record of applying customer analytics and insights/trends to proposed operations improvement.

Powered by JazzHR

QRBeH1lI3l