JOB DESCRIPTION

Hybrid: This role is categorized as hybrid. This means the successful candidate is expected to report to Global Technical Center – Warren, MI three times per week, at minimum or other frequency dictated by the business.
Relocation: This role is not eligible for relocation benefits. Any relocation expenses would be the responsibility of the selected candidate

REQUIRED QUALIFICATIONS:

• BA / BS in Business, Marketing, Business Administration, Finance, or related fields
• 5+ years of experience in eCommerce operations or sales, data analysis, or a similar role
• High level of expertise within Microsoft Office Suite, specifically Excel and PowerPoint
• 1-2 years of program or project management or call center experience
• Shows strong decision-making skills and comfort with ambiguity to handle the ever-changing eCommerce space
• Ability to think end-to-end, and champion the eCommerce business while balancing the operational requirements to sustain eCommerce offerings

PREFERRED QUALIFICATIONS:

• Master’s Degree / M.B.A.
• Experience working with automotive dealerships
• Expertise in driving customer experience, growth, and engagement for digital and physical products
• Analytical ability with capability to transform data into actionable insights and plans
• Ability to problem solve, develop creative solutions, and demonstrate resourcefulness
• Excellent verbal and written communication skills and comfort presenting to leadership
• Ability to inspire and communicate with a wide range of constituents and partners across functions and organizational levels; ability to lead by influence across a global organization, identify critical issues and opportunities, evaluate options, and provide recommendations
  

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THE ROLE:

The eCommerce Sales Operations B2C Support role is responsible for providing operational support for the end-to-end shopping journey within the eCommerce department. This position plays a crucial role in ensuring smooth and efficient sales operations, order processing, and customer support for the online retail platform.
In this role, you will inspire the organization to think differently, innovate, and grow revenue for our eCommerce platform. You will be key in establishing and executing best-in-class practices for improving the eCommerce business to deliver backend and frontend experiences in new and exciting ways, defining the customer pain points and journey, and working cross-functionally with other Lines of Business to execute.

RESPONSIBILITIES:

• Maintain and enhance processes for identifying, reporting, and tracking site issues through key forms of customer feedback (Emplifi surveys, contact center, feedback through dealers, Data Dog monitors and user testing)
• Consolidate site issues into one place to be reviewed with PM and IT teams so that they can be prioritized in future Product Iterations.
• Develop and maintain processes to alert and manage platform outages. This encompasses reporting the issue, notification of issue to team, starting issue call, getting root cause, tracking impact and closing feedback loop to create solutions to stop issue from happening again.
• Improve operational efficiency for customers that interact with contact center agents (by phone, text, or email) by collaborating with cross-functional teams such as the Contact Center, Product Management, and Development.
• Develop standardized procedures and ensure seamless integration between eCommerce platforms and the contact center systems. This may also include tactical actions like revising contact center scripts, incorporating training initiatives, and employing strategies for quicker response to customer inquiries. Work with offline support team on issues they are experiencing to either improve process or fix issue within site.
• Create and review eCommerce business processes to streamline workflows and improve operational efficiencies, by analyzing data and metrics to identify trends, making data-driven recommendations, and continuously refine and optimize.
• Maintain accurate records, documentation, and reports related to sales operations, order processing, and customer interactions and business records (such as ILM compliance, Audit Service needs, Risk Management, etc.).