The Senior Director Digital Operations is part of Digital Operations ecom EU. The function covers content publishing, promotions, checkout, payments, platforms stability (web /mobile/apps), inventory and order management, fulfillment and customer support from business side. We do not execute logistics or run the systems, our scope is to monitor e2e performance of all systems/steps of consumer journey, identify gaps/risk for business or consumer experience, resolve and continuously improve. We are accountable to land all system transformations (re-platforming, SCM network changes, new systems rollout) on business side with minimal impact on business.   

 

The role is in charge of horizontal function that has four pillars.

Operational excellence and governance. Facilitates operational reviews on daily/weekly/monthly cadence across 6 functional areas of digital operations: content publishing, promotions, payments, platform operations, fulfillment and customer support.  Owns incident and problem management, collaborates with stakeholders in partner functions (TECH, SCM, Digital, Legal, Finance) to ensure timely and efficient resolution of identified incidents and analysis of root causes. Drives continuous improvement of operational processes. Coordinates execution of key campaigns (EOSS, Black Friday) within operations. Performance reporting and consumer insights. Manages Performance Dashboard. Evolves operational reporting to fit the purpose. Owns analysis of consumer journey, designs in collaboration with peers roadmap to improve, owns its implementation. Risk management. Builds strategy and vision for risk management evolution within ecom, executes and owns risk management KPIs across payments, delivery, returns, customer support. Portfolio management & DCO strategy governance.  Governs portfolio of operations projects and strategic initiatives: facilitates regular reviews, drives adoption within operations. Partners with ecom Strategy to ensure operations roadmap enables ecom strategy.

 

Key Responsibilities:

Define, build and operate ops governance framework Define and drive operational excellence strategy for market EU Steer and optimize operational delivery across ops pillars through connecting performance e2e, within operations and beyond. Partner with various global and market functions to resolve issues and drive problem management. Deliver top consumer experience through owning consumer experience insights and translating those into direction for continuous improvement within operational space Manage major incidents across operations and retrospectives Run operational reporting and insights practice Run Risk management function within ecom EU Build consistent, robust and resilient knowledge management practice within Digital Consumer Operations, ensuring business continuity and knowledge retention Govern portfolio of strategic initiatives for operations, ensuring calibration, prioritization, successful delivery and high ROE. Install and manage cadence to review progress  Influence TECH/SCM/Global Digital/ecom executive stakeholders to accept concepts, practices and approaches that further the operational excellence of the eCommerce experience Work in close partnership with ecom markets operations teams across NAM/LAM/APAC/EM to share knowledge and best practices Work in close partnership with Global Digital, SCM, TECH, Service Delivery building awareness and prioritization of business requirements for operations Europe Lead and manage team, creating team identity and belonging, building engagement. Be strong ambassador of well-being for the team. Build career and development plans, coach and grow professionals in your team.  

Key Relationships:

Digital Consumer Operations EU eCommerce Global TECH Global Digital SCM Europe & Global Service Delivery Europe Market Europe functions: Finance, Legal, HR, etc.

Knowledge, Skills and Abilities:

Expert level skillset in best practices and operations, operational excellence Proven track of leading operations in corporate environment PMO expertise and experience Knowledge of one or several of the functional areas: fulfillment, payments & risk, content publishing, platform operations, inventory & order management Knowledge and experience in digital/retail Risk management & Profit protection is a plus Ability to build and leverage cross-functional relationships Strong influencing and story telling is a must Ability to provide a framework for performance Ability to coach, guide, manage and develop a team Ability to cope with change, make decisions and act comfortably with risk and uncertainty Holistic thinker – can establish and drive end-to-end strategies and initiatives encompassing multiple functions Strong analytical skills are a must You are a meticulous planner with experience setting and driving deadlines in operational and project environments.

Requisite Education and Experience / Minimum Qualifications:

University degree in technical, science focused or business administration discipline. 8-10 years’ experience between eCom and/or SCM, TECH, Retail operations. 7+ years experience leading, managing and motivating others, both directly and indirectly. You have proven experience recruiting, building and developing winning teams. ITIL, PMO certifications are a plus