eCommerce Operations - Senior Manager

Job Description

Job Description

TITLE: SENIOR MANAGER, ECOMMERCE OPERATIONS

Groundbreaking advances in synthetic biology achieved at Client X allow us to create products that are better and safer for humans and more sustainable for the planet. Client X has multiple eCommerce brands hosted on Shopify. Our eCommerce Operations team manages all of our daily eCommerce activities and constantly leads multiple initiatives that are critical to the positive online shopping experience and cost savings. 

Client X’s eCommerce ecosystem consists of Shopify, custom Shopify apps, Boomi, Zendesk, NetSuite, and other third-party software.

We are hiring a leader who is passionate about building a team to deliver operational excellence. You are comfortable being an individual contributor who assumes some engineering responsibilities and hires new team members with the senior leadership together. You use data and insights to make impactful decisions and calculated risks in a fast-paced environment. You believe in and prioritize the collective success of the team and are quick to jump in, support, mentor, and coach your team members. You will also work closely with our global development teams in the EU and Asia to support new eCommerce feature releases and validate bug fixes. You have the knowledge and confidence to advise others on the best practices in operations and develop a roadmap for our future operations’ growth.

Responsibilities:

• Develop, enforce, and improve eCommerce operations policies including change management, user governance, data access control, and incident management. 
• Ensure the eCommerce operations team follows the USA and international regulations, including Data Privacy, Sarbanes-Oxley Act, and the Americans with Disabilities Act (ADA).
• Communicate with business stakeholders, collect requirements, and collaborate with overseas developers to continuously improve our eCommerce systems.
• Monitor the health status of our eCommerce systems and email marketing campaign through analytics and key metrics. Immediately address any risks that impact our live operations. 
• Hire and develop our new engineers.
• On-call for emergency operation issues.  
• Use your passion, skills, and wisdom to bring our digital platforms to their full potential in the best customer experience and growth for our brands.

Qualifications:

• Bachelor’s degree
• Ten (10+) years of related experience in technical operations. 
• Five (5+) years managing contractors or full-time employees.
• Five (5+) years in enforcing and improving software change management in live operations.
• Five (5+) years’ experience in project management in system integration. 
• Excellent communicator who explains technical details in nontechnical language.
• Solid understanding of cybersecurity.
• Demonstrated ability to work as part of a cross-functional team and willingness to take on responsibilities outside the primary job description when necessary
• Assertive, adaptable, and demonstrates initiative in a fast-paced environment with competing priorities
• Proficient with MS Office, Google Suite, and Jira
• Experience with a 24/7 support operation. 
• A customer focus, a strong drive for results, and a collaborative team player
• Experience with Accessible Rich Internet Applications (ARIA) is a big plus.