Ecommerce Operations Leader

1 week ago

Toronto, Ontario, Canada AutoShack Full time

Job Summary:

We are seeking a highly skilled Ecommerce Operations Leader to join our team at AutoShack. The successful candidate will be responsible for leading the day-to-day operations of our centralized Contact Center, managing both onsite and offshore teams.

About AutoShack:

AutoShack is a leader in the automotive aftermarket industry, delivering high-quality parts through e-commerce platforms and an expanding retail division. We are centralizing all customer interactions through our Call Center in Stittsville, Ontario.

Responsibilities:

  • Directly oversee offshore teams (Philippines and South America) and onsite staff, ensuring high performance and operational alignment.
  • Lead, mentor, and develop a team of Customer Service Representatives (CSRs) to achieve sales targets and deliver exceptional customer experiences.
  • Conduct regular performance reviews, coaching sessions, and professional development initiatives to maintain team motivation and engagement.

Operational Excellence:

  • Manage customer interactions across e-commerce platforms (AutoShack.Ca, Amazon, eBay, Walmart) and retail-specific inquiries.
  • Ensure team proficiency in key tools, including NetSuite ERP, Salesforce Commerce Cloud, and Talkdesk CRM, to enhance productivity and issue resolution.
  • Monitor and analyze performance metrics (e.g., response times, sales conversion rates, customer satisfaction scores) and implement improvement strategies.

Key Requirements:

  • 7+ years of contact center operations experience, with a minimum of 5 years in a leadership role.
  • Proven success in managing offshore teams in a high-volume, fast-paced environment.
  • Strong background in e-commerce, including Amazon, eBay, and multi-channel customer support.

Technical Skills:

  • Proficiency in NetSuite ERP, Talkdesk CRM, Salesforce Commerce Cloud, and AI-driven tools.
  • Strong analytical skills for tracking and optimizing performance metrics.

Estimated Salary Range: $80,000 - $110,000 per year, based on experience and qualifications.

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