Manager, Digital Operations

4 weeks ago

Vaughan, Ontario, Canada DFL Full time
Purpose & Overall Relevance for the Organization

The Digital Operations Manager is responsible for supporting the day-to-day digital business operations within North America. The role will have responsibilities to represent the local ecommerce market in program management discussions with global and local stakeholders to provide relevant input and execution for the day-to-day business.

Key Responsibilities

Enhancement Management

- Act as program manager supporting various projects or enhancement requests with our local & global teams
- Manage relationships and communications with key global and local partners as well as third party solution vendors
- Support the business case process, tracking and project lifecycle related to certain initiatives
- Manage communications and adoption with local stakeholders involved in key projects under Platform Operations responsibility

Operation Management

- Input and create ways of working with focus on improvements to operational efficiencies
- Support the management and creation of documentation for operational processes and reference/training material
- Support reporting out KPIs on a monthly basis and during business reviews
- Support issue reporting, investigation and ensuring resolution in accordance with market expectations
- Track release management and event calendar with required communications to key market stakeholders
- Support on any platform operational system setup, testing and documentation

Stakeholder Management

- Manage and create Platform Operations knowledge resources for other teams to reference
- Attend, participate and distribute notes including key actions where platform operations representation is required

Key Relationships

- Local Teams – Customer Service, Post Order Operations, Program Management, Membership, Product Launch and Analytics
- Global Teams – Digital Product Owners, Market Success Managers, IT Managers
- External Teams - External vendors

Knowledge, Skills and Abilities

- Strong presentation and communication (verbal and written) skills across different levels within a global organization
- Analytical mind-set and innovative thinker
- Knowledge of eCommerce platforms and processes preferred
- Organized and able to communicate and educate non-technical stakeholders
- Ability to work independently towards common goals and agreed deadlines
- Capable of working in a team environment and coordinating multiple tasks with conflicting priorities

Requisite Education and Experience / Minimum Qualifications

- College/University degree from an accredited institution in Program Management or Business/Operations or equivalent combination of education and experience
- 4 years of eCommerce / retail / digital experience
- 2+ years of working experience in a leading role in an online consumer-facing high-transaction environment
- Basic to intermediate knowledge of web analytics tools
- Practical experience with MS-Excel, MS-Word and MS-PowerPoint

Please note: This job is based in our Woodbridge, ON, Canada office. We are not budgeted for any relocation assistance on this role, hence applicants based only in Ontario, Canada will be under consideration.

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