Lead CommerceOps Manager

At Tryzens, we are a leading international digital commerce consultancy, dedicated to enabling brands and retailers to succeed in an ever-evolving digital landscape. With over 20 years of experience, we specialise in providing innovative, end-to-end solutions that drive growth, enhance customer experiences, and deliver tangible results.

Our team of experts partners with clients to design, build, and optimise seamless commerce ecosystems, leveraging cutting-edge technologies and a deep understanding of industry trends. With offices across Australia, the UK, the US, India, and Bulgaria, we serve a global client base with a personalised, results-driven approach.

At the heart of Tryzens is our commitment to collaboration, innovation, and excellence. We take pride in empowering our clients to achieve their digital ambitions, unlocking new opportunities and helping them stay ahead in today’s competitive market.

We are seeking a Lead CommerceOps Manager, ANZ to join our CommerceOps team.

CommerceOps delivers a comprehensive, 24/7 service designed to optimize and safeguard digital commerce operations. It combines real-time monitoring, expert support, and proactive management to ensure that online businesses perform smoothly and securely around the clock.

As well as being accountable for the consistent, best-in-class delivery of contracted services to our ANZ clients, you will be the regional champion of our unique CommerceOps proposition, contributing to the strategic goals, continued growth, and evolution of the business unit.

This position requires an excellent & engaging communicator, a deep understanding of technology operations in eCommerce/digital solutions, and the ability to identify and implement positive change while inspiring delivery colleagues to execute to a high standard.

Responsibilities

Functional Champion & Client Growth

- Establish yourself as the SME (subject matter expert) for CommerceOps in ANZ.
- Champion innovation and technology/process improvements to continually evolve CommerceOps.
- Lead the positioning of CommerceOps in pre-sales activity and tailor service propositions for prospects.
- Have a deep understanding of all CommerceOps services and convey the values of CommerceOps with passion to stakeholders (both internal and external) of all levels.
- Work closely with our Client Success teams and act as a strategic partner to clients to identify opportunities to increase CommerceOps service adoption and engagement.
- Help define and refine the CommerceOps roadmap (including tooling, automation initiatives, and the continued embedding of AI).
- Use your knowledge of the market and the technology landscape to identify opportunities to grow services delivered to clients and to increase client engagement with the service.

Operational Delivery & Functional Leadership

- Work closely with our team of CommerceOps experts to drive the consistent, best-in-class delivery of all contracted services to our ANZ clients by our talented team of CommerceOps experts. Services are based on ITIL standards with a strong focus on performance, security, and technical best practices.
- Act as the point of escalation for major incidents or service escalations while leading the global roll-out of any enhancements to prevent recurrence.
- Identify and lead the global implementation of operational enhancements that will improve the value of CommerceOps delivery to both clients and Tryzens.
- Provide expertise and best-practice recommendations for client challenges.
- Lead operational reviews to deliver value-added insights that result in increased operational performance and strengthen relationships and engagement with the service.

Collaboration & Stakeholder Engagement

- As a local individual contributor, there will be a need for matrix coordination with offshore teams and vendors across different time zones.
- Work closely with all Tryzens delivery functions outside of CommerceOps to drive excellent service delivery and client satisfaction.

Essential Skills & Experience

- Bachelor's degree or equivalent in a relevant field.
- 5+ years of experience in the delivery of critical, 24/7 e-commerce operations or digital product management with 2+ years in a leadership role.
- Proven experience of driving service adoption and increasing business revenue through growing client accounts.
- Strong experience with monitoring tools, best practice implementation, and leveraging insights to deliver high-impact services.
- Exceptional communication skills (both oral and written).
- Strong interpersonal and collaboration skills.
- Experience managing escalations and confidently interacting with all management levels.
- Experience delivering success in a fast-paced environment across multiple client accounts.
- Proven ability to lead offshore delivery to consistently deliver high-quality, high-value services.
- Experience working independently in cross-functional teams to deliver high-value services.
- Excellent problem-solving and analytical thinking abilities.

Desirable Experience & Knowledge

- Hands-on knowledge of enterprise Ecommerce Platforms such as Salesforce Commerce Cloud, Adobe Commerce Cloud, SAP Commerce Cloud, Shopify Plus.
- Familiarity with security and regulatory compliance best practices (e.g., PCI, GDPR).
- Familiarity with Atlassian Suite.
- Understanding of web standards, best practices, and emerging digital technology trends.
- Exposure to full software delivery lifecycle across various methodologies (Agile, Waterfall, etc.).
- Certification in ITIL and relevant delivery methodologies.

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