Purpose & Overall Relevance for the Organization:

 

As a Senior Manager Platform Operations in the Digital Operations team, you will be responsible for owning EU Ops KPIs in the post order operations space with a focus on platform stability and continuous improvement. You will also be responsible for managing a team of operational KPI owners who will drive these pillars on a day-to-day basis.

 

Key Responsibilities:

 

Platform Operations:

 

Responsible for the following KPIs – Cancellation Rate (and all the intermediary states), CTO ship to deliver, Inventory Health, Product Health. Accountable for the following KPI – Refund Lead time, providing technical expertise and guidance – understanding and support different leavers to improve it. Contributor for capabilities that support a smoother/better visibility of end-to-end processes with key backend expertise– E.g Product Availability, Inventory Availability, Order Flow, Return Flow, Warehouse order flow. Be a champion for Process mining to cover end to end order flow. Ensure your team drive stability in the order management, inventory flows, and automation space + having the right review/operating cadence to support and influence with multiple teams to drive/develop the KPIs. You are the key POC in your space for operations for backend related topics and related escalations from management, CS, IT and consumers. Lead key relationships and process definition with Global IT and Digital teams in line with global Digital and EU eCom goals. Ensure creation of business cases, development tickets and drive prioritization conversations for your operational focus areas. Including development of new KPIs where business needs exists. Ensure technical expertise as a core tenet. The role will require providing support to eCom teams as the technical expert on hand and drive topics accordingly. Ensure clear communications and project management tools are in place for all initiatives being led.

 

People & Project Management:

 

Establish clear leadership role for your team and within Digital. Ensure team health and morale are in good order. Enable team growth in skills and expertise. Ensure team effort and team size are evaluated continuously. Stay up to date with company goals towards diversity and inclusion. Champion these initiatives and be key partner to define the right success criteria for larger program go-lives.

 

Key Relationships:

 

Global Teams: Global IT, Digital Product Management, Global Operations Local teams: Analytics, Project Management, Fulfillment Operations, Consumer Experience, Trading, DVM, Consumer Service, Supply Chain External Teams - External vendors

 

Knowledge, Skills and Abilities:

 

Good presentation and communication (verbal and written) skills across different levels within a global organization. Self-motivated, approachable and quick to adopt new learnings. Analytical mind-set and innovative thinker - Continuous enhancement of Data Driven approaches to operations is a key goal for our team. Assertive mind-set with strong perspectives to identify gaps and drive improvement in the area - Comfortable making tough decisions to secure the right team focus. Deep understanding of eCommerce Order Management Processes and Systems Understanding of Supply chain processes is a plus Very comfortable with technology and able to transition/connect business and tech seamlessly. Enjoys bringing structure and clarity to chaos. Comfortable working independently towards common goals and agreed deadlines Unphased by working in a dynamic environment where change can be constant

 

Requisite Education and Experience / Minimum Qualifications:

 

College/University degree from an accredited institution in Computer Science, Logistic & Supply Chain Management, Economics, Engineering, Business/Marketing or equivalent combination of education and experience. 6+ years of eCommerce / Retail / APP experience, preferably within an operations role. 2-3 years' experience as a people manager is a plus. Foundational understanding of the eCom architectural landscape and business. Good understanding of technical issue management and incident management practices. Foundational experience of payment is a plus Hands on experience with e-commerce, Order Management systems (IBM Sterling as a plus), Incident Management tools (Jira, Aspen), Elastic Knowledge of web analytics tools (Adobe Analytics), log analysis and management tools (Kibana/Elastic), Power BI