Digital Operations Specialist
3 weeks ago
Are you passionate about the chance to use your Operations experience to enable digital transformation, using cutting-edge technology? The Digital Operations Team is looking for a **Digital Operations Specialist** with a primary focus on the Digital Commerce Platform. This is a chance to join a high-performing & collaborative team, that makes an immediate impact towards achieving our operational excellence.
We are looking for a Digital Operations Specialist, who enjoys customer relationship management and data-driven processes. You will bring an entrepreneurial perspective and a customer-centric mindset, ensuring our solutions are optimized to service and delight our customers. Through your work in the Digital Operations team, you will ensure that customers are able to maximize our digital offerings to achieve their business goals.
**About the Role**
We are looking for a Digital Operations Specialist, who is passionate and is prepared to roll up their sleeves and make things happen. You will bring an entrepreneurial perspective and a customer mindset, ensuring our solutions are optimized to service and delight our customers. Through your work in the Digital Operations team, you will ensure customers are able to interact with our digital offerings and to help them realize their goals.
**Let us talk about your day to day**
- Execute the Digital Commerce platform digital operational excellence through deployment of efficient processes and communications, proactive monitoring, and leverage data to drive operational decisions.
- Perform daily checks for the Digital Commerce platform to ensure all user flows are working as expected.
- Leverage operational dashboards to proactively detect issues.
- Partner with the digital support teams to ensure incident handling, stakeholder communication, and root cause analysis is followed per agreed SLAs.
- Participate in daily stand-up meetings and brief stakeholders on open issues and any cross-functional actions needed.
- Identify opportunities to improve the customer’s digital experience through effective and proactive monitoring of key sites and by leveraging digital analytics, e.g. by tracking cart conversions and checkout conversion rate to identify potential issues.
- Collaborate with development teams to prioritize future enhancements and bug fixes to the customer experience (customer and business).
**About You**
- Degree in Computer Science, information technology, Business Administration, or other closely related field.
- 3-5 years of experience working in an operations role for a B2B or B2C digital platform supporting multiple products and features.
- Previous working experience with any of the following: Salesforce, APTTUS, CPQ, SOQL, SQL, SAP, HTML would be asset.
- Experience setting up monitoring in a production environment.
- Previous working experience with reporting and data tools such PowerBI and/or Tableau would be an asset
- Excellent problem-solving skills - you will excel at resolving problems encountered by users, whether these require only quick fixes or major collaborative efforts across various departments.
- Customer service - Ability to communicate complex concepts in easy-to-understand terminology to our stakeholders, paying attention to their concerns and providing clear, regular updates for issues and ongoing requests.
**What’s in it For You?**
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
- ** Hybrid Work Model**: Currently the majority of our employees are working within a hybrid environment consisting of in-office and remote work, and following local COVID-19 bylaws and guidelines.
- ** Culture**: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
- ** Wellbeing**: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: company-wide Mental Health Day Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing
- ** Learning & Development**: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking
- ** Social Impact**: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
- ** Purpose Driven Work**: We have a superpower that we’ve never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
LI-GS
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