Ecommerce Manager Delivery Claims And Incidents - 59th Street

Summary Lead delivery claims and order incident management for Hermes.com, partnering with carriers, distribution centers, and internal teams to resolve post-sale issues and protect the business. Drive reporting, process improvements, automation opportunities, and mentor team members while overseeing omnichannel order status and reconciliations. Responsibilities Oversee delivery claim submissions, decisions, and incident resolutions to maintain exceptional client experience. Produce and analyze reports on delivery claims and incidents and implement corrective actions. Identify and implement automation to reduce manual case tracking and monitoring. Manage omnichannel order statuses, perform regular reconciliations, and update partner store teams and audit stakeholders. Support manual order review and work closely with fraud teams and the Riskified tool to identify unusual patterns and risks. Liaise with delivery carriers and distribution centers to investigate issues and achieve resolutions. Provide leadership, mentorship, and supervision to team members. Requirements Supervisory experience required. Minimum 3 years of experience in a similar role; 3-5 years preferred. BA or equivalent preferred. Advanced Excel skills and proficiency in Microsoft Office. Strong project management skills and ability to manage multiple complex initiatives. Excellent written, verbal, and interpersonal communication and cross-functional collaboration skills. Availability for weekend hours as needed. #J-18808-Ljbffr