THE PURPOSE:

The Senior Manager, Ecommerce Operations will serve as the central point of communication and coordination across all ecommerce-related teams, addressing the current gaps in communication and collaboration. This role will oversee the daily operations of Customer Service, Fraud and QA - ensuring that all teams are aligned and informed on key updates, challenges, and progress. By fostering proactive, streamlined communication and facilitating cross-functional collaboration, the Ecommerce Operations Senior Manager will bridge departmental silos, minimize escalations, and drive efficiency, ultimately supporting a unified approach to achieving shared business goals, while also being the voice of the customer. In this role, you'll help streamline processes, improve communication, and make sure all teams are working toward a common goal—delivering exceptional results for our customers.

THE ROLE (what you are accountable for)

• Cross-Functional Coordination: Serve as the liaison between departments to ensure alignment, keeping everyone informed on key updates, challenges, and progress. Facilitate regular touchpoints to bridge communication gaps and ensure a unified approach to ecommerce initiatives.
• Daily Operations Management: Oversee the day-to-day operations of the ecommerce platform, ensuring it runs smoothly across all touchpoints, from order fulfillment to customer experience.
• Tech Support & Issue Resolution: Collaborate with the tech team to manage and prioritize tech tickets, ensuring timely resolution of platform issues. Assist with the QA process to ensure the functionality and quality of ecommerce features.
• Sprint Cycle & Project Management: Work closely with tech and project management teams to coordinate sprint cycles, track milestones, and ensure deadlines are met for ecommerce-related projects.
• Customer Service & Order Management: Partner with the customer service team to handle escalations and resolve issues related to online orders. Ensure prompt and accurate order fulfillment while identifying opportunities for improving customer experience.
• Fraud Prevention: Collaborate with the fraud prevention team to monitor and address potential security risks, ensuring the ecommerce platform remains safe and secure.
• Continuous Improvement: Identify areas for process improvement and operational optimization, providing actionable insights and recommendations to enhance ecommerce performance and customer satisfaction.

YOU ARE

You are a dedicated and motivated professional who leverages data, analytics, and customer behavior insights to achieve tangible outcomes. You thrive on continuous learning and welcome challenges, thriving in dynamic, fast-paced environments. Your ability to collaborate seamlessly across various departments and communicate with clarity and efficiency is integral to excelling in this role.