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E-Commerce Operations Manager LOC;Oak Brook, IL

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2017-04-24 17:41:36
Job Type: Full Time only

  • Pecifically, there are 4 key responsibilities for this role to own and lead:
  • Owner of the online flows (customer experience paths, including Omni channel/in store processes) and performance funnel (metrics)
  • Determine the â??whyâ? behind sub-optimal metrics and make requests of merchants, IT, etc.
  • Drives the â??Project and Productâ? Roadmap for the team
  • Serves as the PMO (project management office) for the team ensuring thorough, comprehensive project plans are set for all major initiatives

Additional responsibilities include:

  • Manage site functionality and user experience on mobile properties.
  • Responsible for all day-to-day operational aspects of the website including shipping methods (UPS, ship-to-store, In-Store Pickup), payment methods, order fulfillment, customer service & call centers, My Store, Rewards and defect resolution for both the desktop and mobile platforms.
  • Lead measurement and reporting on key performance indicators and provide actionable data to key stakeholders to inform decisions to improve the business.
  • Manage the relationship with 3rd party vendors Adobe, Google Maps, Geolocation, Foresee Results, PowerReviews, Certona and Monetate.
  • Manage training and communication to retailers on operational functions such as returns, ship-to-store and in-store pickup orders.
  • Work with IT, ecommerce platform partner and E-Commerce Marketing and Digital Manager to set road map and execute site optimizations, enhancements and new functionality.
  • Monitor site performance and identify any issues and make improvements that impact sales and consumer/retailer satisfaction.
  • Manage all aspects of customer service. Ensure best practices are in place for both the platform and customer care centers in order to fulfill brand promise of ??The Helpful Place?.

What you need to succeed

  • 5 plus years E-Commerce and Operations experience. Retail experience a plus.
  • Bachelor??s Degree. Masterâ??s degree a plus.
  • Ability to manage multiple tasks in a rapidly changing environment
  • Strong project management skills
  • Demonstrated management or leadership skills
  • Documented experience managing website operations for an E-Commerce business
  • Documented ability to analyze/interpret data and proactively make recommendations and successfully implement plans
  • Excellent written / verbal communication skills
  • Effectively communicate with all levels of the organization
  • Ability to work independently, self-motivated and results oriented


Key Skills:
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