E-Commerce Operations Manager

JOB TITLE : E-Commerce Operations Manager REPORTS TO: Director of E-Commerce Job Purpose: The E-Commerce Operations Manager plays a critical role in supporting the growth and operational excellence of TOM FORD Fashion's Americas E-Commerce business. This position is responsible for overseeing the day-to-day performance of the E-Commerce platform, managing key third‑party partners, optimizing fulfillment and customer service operations, and providing business insights through reporting and analytics. Working closely with internal stakeholders and global E-Commerce partners, this role serves as a key bridge between digital commerce, operations, customer experience, and technology to ensure seamless execution across all aspects of the online business. Tasks & Responsibilities: E-Commerce Operations & Systems Manage the day-to-day operations of the Americas E-Commerce business, ensuring a seamless customer experience from order placement through delivery and returns. Serve as the primary operational contact for key third‑party partners, including technology, fulfillment, logistics, and customer service providers. Oversee order management and fulfillment processes, proactively identifying and resolving operational issues to minimize customer impact. Support platform enhancements, system integrations, and testing activities to ensure operational readiness and business continuity. Maintain data integrity across Salesforce Commerce Cloud (SFCC), OMS, and related systems, including product, pricing, inventory, and customer data. Analytics & Reporting Own E-Commerce operational reporting and KPI tracking, including sales performance, conversion, inventory availability, fulfillment metrics, returns, and customer service performance. Analyze business trends and provide actionable recommendations to improve operational efficiency, customer experience, and commercial performance. Prepare recurring business reviews and executive reporting for Americas and Global leadership teams. Build strong relationships with external partners and lead regular operational reviews to ensure service excellence and accountability. Collaborate cross‑functionally with Merchandising, Marketing, Finance, Retail, Operations, Customer Service, and Technology teams to support business objectives. Act as the primary escalation point for operational and customer service issues, driving timely resolution and continuous improvement. Process Improvement Identify opportunities to streamline processes, improve operational efficiency, and enhance the customer journey. Establish and monitor operational KPIs and service standards, escalating risks and recommending corrective actions as needed. Support the development and documentation of operational procedures and best practices. Skills & Qualifications 4–6 years of E-Commerce, digital operations, or related experience; preferably in the luxury retail industry. Bachelor's degree or equivalent professional experience. Hands‑on experience with Salesforce Commerce Cloud (SFCC). Experience supporting order management, fulfillment, inventory, and customer service operations within an E-Commerce environment. Strong analytical skills with the ability to translate data into actionable business recommendations. Advanced proficiency in Microsoft Excel and Microsoft Office Suite. Excellent organizational, communication, and stakeholder management skills. Ability to manage multiple priorities in a fast‑paced environment with strong attention to detail. Strong problem‑solving skills with the ability to proactively identify issues, assess risk, and drive effective resolution. Demonstrated ability to influence cross‑functional partners and manage projects across multiple teams and stakeholders. Experience working with third‑party vendors, service providers, and technology partners, including performance management and issue resolution. Proven ability to balance operational execution with strategic thinking and continuous process improvement. Customer‑centric mindset with a passion for delivering a best‑in‑class luxury client experience. High level of accountability, ownership, and follow‑through, with the ability to work independently and make sound business decisions. Ability to lift or carry (pushing/pulling) up to 25 pounds (or more). Ability to bend, stoop, reach or squat to handle and stock merchandise. Ability to travel domestically and internationally as needed. #J-18808-Ljbffr