E-commerce Operations Professional

E-commerce Operations Lead

We are seeking a highly skilled and experienced e-commerce operations lead to join our team in Melbourne, Australia.

About the Role:

This key member of our e-commerce operations team will be responsible for delivering exceptional service to our clients, driving innovation and process improvements, and championing our unique e-commerce operations proposition.

Key Responsibilities:

• Establish yourself as the SME (subject matter expert) for e-commerce operations in ANZ.
• Champion innovation and technology/process improvements to continually evolve e-commerce operations.
• Lead the positioning of e-commerce operations in pre-sales activity and tailor service propositions for prospects.
• Work closely with our Client Success teams and act as a strategic partner to clients to identify opportunities to increase e-commerce services adoption and engagement.
• Help define and refine the e-commerce operations 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 e-commerce operations experts to drive the consistent, best-in-class delivery of all contracted services to our ANZ clients by our talented team of e-commerce operations experts. Services are based in ITIL standards with a strong focus on performance, security and technical best practice.
• 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 e-commerce operations delivery to both clients and to us.
• 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 our delivery functions outside of e-commerce operations to drive excellent service delivery and client satisfaction.

Requirements: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 of delivering success in a fast-paced environment across multiple client accounts.
• Proven ability to lead offshore delivery to consistently deliver a high-quality, high-value service.
• Experience working independently in cross-functional teams to deliver high-value services.

Desirable Experience & Knowledge:

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

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