E-Commerce Operations Manager

About the Role

Key Responsibilities

• Lead and manage operational escalations from the Client Relations Center (CRC), including fraud investigations, payment validation issues, order holds, returns, transport claims, and omnichannel service challenges such as boutique pickup issues and in-store fulfillment.
• Partner closely with the After-Sales team to manage repair and replacement workflows and drive timely, client-centric resolutions.
• Create and maintain reporting dashboards to analyze escalation trends, proactively address root causes, and optimize processes for faster, more effective resolution.
• Collaborate cross-functionally with CRC, Retail Operations, and IT teams to align on investigation protocols, documentation standards, and root-cause remediation.
• Manage end-to-end fulfillment operations, ensuring timely and accurate order processing, dispatch, and delivery across eCommerce and omnichannel channels.
• Act as the key liaison with warehouse to monitor SLAs, optimize throughput, and ensure high levels of service accuracy.
• Oversee return logistics, RTV processes, and personalized order flows, ensuring reverse logistics are smooth and client friendly.
• Continuously identify and implement improvements to fulfillment workflows, minimizing delays and errors.
• Partner with Supply Chain, CRC, and eCommerce teams to resolve inventory visibility issues, order anomalies, or shipping constraints quickly and effectively.
• Track and report on fulfillment KPIs such as delivery lead times, error rates, and return turnaround time.
• Oversee daily eCommerce operations, including order processing, return handling, and resolution of inventory discrepancies.
• Ensure operational readiness and accuracy for product launches, digital campaigns, and promotional events.
• Support QA for new product and content launches, coordinating with eCommerce, CRC, and Digital teams to ensure accuracy across PDPs and site navigation.
• Provide cross-functional coverage and updates during high-impact moments, ensuring alignment on expectations and potential impacts.
• Monitor key systems such as SAP, SFCC, and OMS for synchronization issues, bugs, and platform discrepancies.
• Own the submission, tracking, and resolution of technical tickets in coordination with IT and platform support teams.
• Partner with CRC and eCommerce teams to proactively identify and mitigate site and system issues before they impact the customer experience.
• Support User Acceptance Testing (UAT) and regression testing for new feature rollouts, ensuring stable and accurate site performance.
• Document recurring issues and develop SOPs and escalation paths to reduce resolution times and business disruption.

Requirements

• The ideal candidate is a curious problem-solver with strong systems, technical and communication abilities.
• Excellent organizational skills, detail-oriented, and committed to providing excellent customer service.
• Bachelor's degree required.
• 4+ years of experience in eCommerce operations or a related operational role, preferably within luxury or high-end retail environments.
• Extensive experience working with SAP and Salesforce Commerce Cloud (SFCC), with strong proficiency in using these systems to manage eCommerce operations and back-end processes.
• Experience working in Agile environments, with Scrum Master certification (CSM or equivalent) strongly preferred.
• Demonstrated expertise with Content Management Systems (CMS) and managing digital content workflows.
• Highly skilled with computer systems and technology, with the ability to quickly learn and adapt to new software applications and tools.
• Proven team player who takes initiative, can prioritize and multitask effectively without sacrificing attention to detail, and thrives in a dynamic, fast-paced environment.
• Exceptional organizational, project management, communication, and follow-through skills.

Nice to Have

• Scrum Master certification (CSM or equivalent).

Qualifications

• Bachelor's degree.

Benefits & Perks

• Comprehensive benefits including medical, dental, and vision programs.
• Health savings and flexible spending accounts.
• Income protection solutions including life insurance, disability benefits, and 401(k) with employer match.
• Paid time off, wellness reimbursement benefit, and access to the employee assistance program.
• Volunteer days off supporting community initiatives.