E-commerce Service Delivery Manager

6 days ago

Montréal, Canada Diff Full time

Company Description

As an E-Commerce Service Delivery Manager, you will oversee the delivery of our E-Commerce Storefronts through the lens of the E-Commerce Project Management team, providing coaching, mentorship, leadership and support. Working in a dynamic and ever-changing environment with a diverse group of clients, being adaptable, nimble, customer centric, resilient, and solution focused will be critical skills you will need in order to be successful. Project Managers at diff operate as an integrated member of the service delivery team, often wearing different hats in order to achieve project success. You will also take part in leading collaborative efforts with our engineering, UX, UI, growth & analytics, and account management departments, in the goal of strengthening our services and raising the bar for excellence.

Leadership Competencies
- Develop a culture of collaboration, communication and integration amongst the service delivery teams
- Establish a shared set of goals, metrics and partnerships with internal stakeholders for success
- Create accountability expectations and consistently assess, develop and coach team members to their fullest potential to meet goals
- Leverage strengths and assets of each team member to drive results
- Lead in alignment with diff’s core values and leadership competencies

**Job Description**:

- Be accountable for portfolio of other Project Managers
- Oversight and health of their projects
- Health of the relationship of their accounts
- Client experience of their accounts
- Develop meaningful and insightful relationships with customers and key accounts (Account and relationship management)
- Act as Executive sponsor on accounts, nurturing relationships and driving customer
- Participate in sales & consultation activities
- Coach the team on **how **to do things, not **what **to do (ex. communication, planning, negotiation, information gathering, extracting needs etc.)
- Collaborate with the team to develop and implement consistent, yet flexible approaches to project management that enhance overall outcomes
- Learn and provide domain knowledge expertise
- Be up to date with the industry and influence decisions based on its direction
- Participate in business strategy
- Develop and maintain a healthy team environment and collaboration between departments (UX/UI, Analytics, Engineering, Project Management, Account Management)
- Take part in our vision to develop world-class e-commerce storefronts and roadmaps to achieve that vision
- Participate in resource allocation and portfolio forecasting
- Champion a customer-focused culture, creatively solving problems to exceed expectations
- Be co-accountable with other leaders to the service area’s Profit and Loss statement (P&L)
- Create career development plans for the team members and align them with the opportunities
- Conduct 1-1s and provide timely, actionable feedback

**Qualifications**:

- Solid understanding and knowledge of E-Commerce (Website Development, Digital Marketing, Performance Optimization, Vendors, Partners)
- Experience managing people
- An eye for UI
- Eloquent in writing and speech
- Experience in client service and account management
- Client service orientation that is backed by Project Management fundamentals
- Project Management & Risk Management
- Comfortable navigating ambiguity
- Able to manage competing demands on a regular basis in a changing environment
- Fiercely committed to project success and able to leverage talents and skills of the team
- Able to turn unpredictability into a concrete path forward for the team
- Able to uncover customer needs and business problems to be solved
- Actively seeks challenges as learning opportunities to grow and succeed
- A natural collaborator who works across teams and departments to ensure seamless service delivery
- Understanding of Software Development Lifecycle

Bonus Points for...
- Shopify experience
- Ecommerce experience
- Commerce operations knowledge (supply chain, customer service, finance, etc)
- Web development experience
- Full of life, driving change and inspiring to others.
- Bilingual (spoken French & English).
- Hobbies & a sense of humor

Additional Information
**Who we are**
Diff is a full-service e-commerce agency that provides brands and retailers with end-to-end solutions to accelerate their growth. As one of the world's top Shopify Plus Partners, our team creates best-in-class, award-winning brand experiences and robust e-commerce operations strategies.

In addition to an award-winning portfolio, we’re also proud of our distinguished company culture. Ranked four years consecutively by Great Place to Work Canada, we are known for our inclusive values and a corporate culture that helps people reach their full potential. If you are curious about our culture, we invite you to visit our Glassdoor page to see what our people think of us Our team is currently remote and can be found spread throughout Montreal, Toronto, and

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