Non-Vehicle eCommerce Operations Senior Analyst

About the Role

Key Responsibilities

• Assist with daily ticketing/operations including triage, troubleshooting, and resolution of eCommerce customer, dealer, and supplier issues within Service Level Agreement targets (SLAs).
• Lead payment processor relationships and account management, including fraud monitoring and chargebacks.
• Manage business and dealer financial flows and operations including budgets, invoices, payments, taxes, and accruals.
• Lead dealer enrollment and unenrollment activities.
• Maintain operations, process flow, and internal control documentation.
• Assist with special projects or enhancement initiatives.
• Collaborate with team members across departments to translate business goals and end user needs into strategies and tactics that deliver value.
• Assist with user acceptance testing (UAT) for websites, order management systems, product information management systems, and payment processing.
• Deeply understand customer needs from order placement through return, analyzing trends and competitive activity to inform strategies.
• Identify and implement strategies to improve efficiency and customer satisfaction using analytics and behavioral data.
• Influence cross-functional teams to adopt new operational strategies with data-based recommendations.

Requirements

• Bachelor's degree or a combination of education and equivalent work experience.
• 5+ years of successful experience in Business or eCommerce operations, preferably in B2C and B2B Parts and Accessories.
• 2+ years of experience with dealer, call center, or similar operations focusing on empowerment and scaling efficiency.
• 2+ years managing customer and supplier issues and relationships.
• Experience communicating with and influencing operational and technical teams at all levels, including software product organizations.
• Data-driven mindset with excellent analytical skills and proven ability to utilize information to drive results.
• Strong sense of responsibility, ownership, and a proactive attitude.
• Ability to work in a fast-paced, fluid environment with shifting priorities.
• Ability to break down complex tasks into manageable steps.
• Consistent results delivery even under challenging circumstances.

Nice to Have

• MBA or Master's Degree.
• Ford or other automotive field experience.
• Operations center or customer call center experience.
• PS&L experience.
• Product management experience.

Qualifications

• Educational background including a bachelor's degree or equivalent work experience.

Benefits & Perks

• Immediate medical, dental, and prescription drug coverage.
• Flexible family care, parental leave, and new parent ramp-up programs.
• Subsidized back-up childcare and more.
• Vehicle discount program for employees and family members, and management leases.
• Tuition assistance.
• Established and active employee resource groups.
• Paid time off for community service.
• Paid holidays, including the week between Christmas and New Year's Day.
• Paid time off and the option to purchase additional vacation time.