Ecommerce Operations Manager

Here's what you'll be doing....

Support continued retail growth and ensure high customer satisfaction. You’ll focus on the execution of front-of-house eCommerce operations and manage the operational processes while diligently driving continuous improvement. The role will focus on two main functions: fulfilment processes (including order processing, order picking and order packing) and customer service processes. You’ll champion customer success not only for the eCommerce channel, but for all retail customers and actively participate in daily store operations and provide leadership on the retail team.
Working Hours
Normal working hours are 7.25 hours daily, 36.25 hours weekly. A certain amount of overtime will be required from time to time, especially during peak periods. Weekend and evening work may be required from time to time.

Key Responsibilities include:
Team Supervision
- Lead, train, coach and support the eCommerce team; identifies key talent for future development
- Ensure the team works timely on commercial priorities and customer enquiries
- Drive excellence in the fulfillment process working closely with the logistics team
- Create staff schedules in alignment with operational needs; while managing labour hours and controllable expenses
- Mentor team members in NetSuite operation. Not only with order fulfillment, but also in all areas of customer management, including account purchases, invoicing, promotions and credit memos

Customer Service
- Create and maintain standard operating procedures (SOPs) for all customer service tasks and workflows including logging customer interactions, issues, comments and related files using HubSpot and other tools as needed
- Become a HubSpot super user for retail customer service
- Customer service tasks include: Point-of-Sale (POS) refunds & exchanges, process Amazon and Toronto Notes orders on POS, web order pickups/reminders, rental returns, buybacks, review pending queries and update log of customer communication for online orders
- Research to provide responses or solutions for customers
- Refine inter-department communications through Teams and Basecamp

Sales Analysis, Website Performance Reporting and Operational Management
- Analyze sales and promotions using Google Analytics and other tools to optimize the financial results
- Pull reports from NetSuite to better understand customer traffic
- Collaborate with key internal stake holders to find continuous operational improvements
- Follow current trends in eCommerce fulfillment
- Ensure content on the website is up-to-date and accurate
- Recommend information on banners/promotions from eCommerce perspective
- Update and manage eCommerce policies (store hours, pickup hours, returns, exchanges, shipping, contact us page etc)
- Ensure site supports secure payment methods and Payment Card Industry Data Security Standard (PCIDSS) compliance data security, implementing improvements when possible
- Plan and implements functionality improvements to improve operational effectiveness
- Record and report fraudulent purchases/customers and monitor chargebacks that indicate stolen cards
- Participate in the opening and closing management rotation including weekend support shifts
- Support the Flagship Store Manager in various project as per business needs
- Other related duties as assigned

Education, Qualifications, and Experience:

- Post-secondary graduate; or equivalent education/experience
- Four years’ eCommerce experience including order fulfillment
- Experience with web design or web development is an asset

Knowledge, Skills, and Attributes:

- Demonstratable leadership and team building
- Manage multiple projects simultaneously; deliver projects on time, on budget, with mínimal supervision
- Solid understanding of retail metrics, excellent analytical skills
- Proficient with Excel, Google Analytics or related resources
- Results orientated leader with aptitude to lead change
- High level of creativity and innovation together with sound business knowledge to develop eCommerce initiatives
- Energetic with a positive attitude and outstanding customer service skills
- Knowledge of online technology platforms, Search Engine Optimization (SEO), Search Engine Marketing (SEM), social media and current eCommerce trends
- Comfortable working in a hands-on, physically demanding environment
- Netsuite experience considered an asset
- Commitment to continuous learning
- Values matter to you. You bring your whole self to work, and you live our values of accountability, innovation, respect, and customer focus

About our Team:
With a bookstore on each University of Toronto campus and strong online presence and ecommerce, the U of T Bookstore provides many important services and products to the university community, including textbooks, general interest books, technology products, and U of T branded clothing, school supplies, and gift products.

About University of Toronto Press:
As the leading university press in