Sr. Manager, eCommerce Operations

What you can expect:

Management and development of the eCommerce operations team to ensure all needed processes are performed at peak ability and the team is developed into managing more projects with limited oversight. This includes the operations for onsite ops areas, order placement, fulfillment, and managing the customer service and customer experiences.

Team Management

Responsible for managing both the operations team focused on order and inventory management and the customer experience team focused on customer service and the overall customer feedback / journey experience
Work with teams to ensure all metrics are within SLA while driving new initiatives and programs to improve the overall customer experience

Sales Driving Initiatives:

Developing sales targets, plans and strategies for our chat and customer service teams.
Ownership and development of our online VIP program to ensure a proper cadence of communication, experience offers, white glove issue resolution and reporting to maintain and grow the relationships with these customers as well identifying new additions to bring into the program.
Launch of an onsite personal styling program to offer our best customers a unique guided selling experience with curated looks offered and providing an elevated shopping experience above a traditional chat session with product recommendations.
Redesigning onsite layouts for chat creative (images, buttons, popups) and logic to increase the overall onsite adoption of chat sessions and increase sales conversion per handled chats.
Work in conjunction with our IT team to launch a chat bot for the purposes of both answering onsite FAQs and developing it into an efficient digital product recommendation tool.
Launch and monitor a survey program to both engage the customers onsite to obtain valuable information for what would better their shopping experience and as post purchase final touch channel to ensure an optimal experience was had, and if not, what steps need to be taken to rectify the experience in the future.

3PL Management:

Provide projections on inbound inventory and outbound orders and monitor / report on daily SLAs.
Manage Ops team to handle all daily responsibilities in regards proper inventory handling (receipt, put away, inbound carton close outs, cycle counting, RTV, etc.) and order handling (OMS QA, on time order fulfillment, shipping SLAs, returns processing, proper refurbishment of returns, proper rejection of out of policy returns, etc.)
Work with logistics team so all inbound merchandise and outbound orders are fully process and cleared through our system in a timely manner

3rd Party Customer Service Management:

Manage Ops team to ensure they are monitoring all daily customer service SLAs in regards to calls, chats and emails, and that all issues and escalations are handled in a timely manner.
Monitor CS reporting and issues to help Ops team adjust ongoing policies to enable CS agents with better plans and procedures to attain a higher rate of 1st response resolutions for the customer.
Ensure a plan is in place to regularly have the agents trained on all boss product (seasonal vs essential), upselling tactics driving UPT and AOV, policies, procedures, HB website layout, online CS tools, etc.

Online Store Operations:

QAing HB website to make sure we have no operational issues or bugs.
Monitoring and reporting on payment, fraud, shipping, checkout, chargebacks, promotional and all on site operational owned functions.

Project Management:

Act as project lead on operational initiatives with regards to online expansion into new countries, with new concession partners and with new onsite 3rd parties to increase conversion and better the overall customer experience.

Test Management:

Work with business and IT teams to help develop test cases for all major and minor releases and to work with the Ops team to ensure proper UAT, documentation, bug tickets and retesting bug fixes to make sure all are appropriately executed for flawless launches.

System Technology:

SAP (Retail and Productions systems) / Business Intelligence Systems reporting
Microsoft Office Suite: Excel, Word, and PowerPoint
Familiarity with eCom software (SalesForce, payment gateways, online fraud tools, personalization tools, etc.)

Your profile:

Qualifications:

Independent, self-motivated, detail-oriented, reliable, organized, and excellent communication skills
Ability to work efficiently with all ecommerce stakeholders in a fast paced environment
Possesses a deep understanding in the trends, needs, innovations, and pace of the eCommerce industry
BS College Degree
4 years of eCommerce Operations or Retail Operations experience
Excellent project management and analytical skills
Proficient in Excel & PC operations