Purpose & Overall Relevance for the Organization:
As a Senior Manager Platform Operations in the Digital Operations team, you will be responsible for owning EU Ops KPIs in the post order operations space with a focus on platform stability and continuous improvement. You will also be responsible for managing a team of operational KPI owners who will drive these pillars on a day-to-day basis.
Key Responsibilities:

Platform Operations:

• Responsible for the following KPIs – Cancellation Rate (and all the intermediary states), CTO ship to deliver, Inventory Health, Product Health.
• Accountable for the following KPI – Refund Lead time, providing technical expertise and guidance – understanding and support different leavers to improve it.
• Contributor for capabilities that support a smoother/better visibility of end-to-end processes with key backend expertise– E.g Product Availability, Inventory Availability, Order Flow, Return Flow, Warehouse order flow.
• Be a champion for Process mining to cover end to end order flow.
• Ensure your team drive stability in the order management, inventory flows, and automation space + having the right review/operating cadence to support and influence with multiple teams to drive/develop the KPIs.
• You are the key POC in your space for operations for backend related topics and related escalations from management, CS, IT and consumers.
• Lead key relationships and process definition with Global IT and Digital teams in line with global Digital and EU eCom goals.
• Ensure creation of business cases, development tickets and drive prioritization conversations for your operational focus areas. Including development of new KPIs where business needs exists.
• Ensure technical expertise as a core tenet. The role will require providing support to eCom teams as the technical expert on hand and drive topics accordingly.
• Ensure clear communications and project management tools are in place for all initiatives being led.

People & Project Management:

• Establish clear leadership role for your team and within Digital.
• Ensure team health and morale are in good order.
• Enable team growth in skills and expertise.
• Ensure team effort and team size are evaluated continuously.
• Stay up to date with company goals towards diversity and inclusion.
• Champion these initiatives and be key partner to define the right success criteria for larger program go-lives.

Key Relationships:

• Global Teams: Global IT, Digital Product Management, Global Operations
• Local teams: Analytics, Project Management, Fulfillment Operations, Consumer Experience, Trading, DVM, Consumer Service, Supply Chain
• External Teams - External vendors

Knowledge, Skills and Abilities:

• Good presentation and communication (verbal and written) skills across different levels within a global organization.
• Self-motivated, approachable and quick to adopt new learnings.
• Analytical mind-set and innovative thinker - Continuous enhancement of Data Driven approaches to operations is a key goal for our team.
• Assertive mind-set with strong perspectives to identify gaps and drive improvement in the area - Comfortable making tough decisions to secure the right team focus.
• Deep understanding of eCommerce Order Management Processes and Systems
• Understanding of Supply chain processes is a plus
• Very comfortable with technology and able to transition/connect business and tech seamlessly.
• Enjoys bringing structure and clarity to chaos.
• Comfortable working independently towards common goals and agreed deadlines
• Unphased by working in a dynamic environment where change can be constant

Requisite Education and Experience / Minimum Qualifications:

• College/University degree from an accredited institution in Computer Science, Logistic & Supply Chain Management, Economics, Engineering, Business/Marketing or equivalent combination of education and experience.
• 6+ years of eCommerce / Retail / APP experience, preferably within an operations role.
• 2-3 years’ experience as a people manager is a plus.
• Foundational understanding of the eCom architectural landscape and business.
• Good understanding of technical issue management and incident management practices.
• Foundational experience of payment is a plus
• Hands on experience with e-commerce, Order Management systems (IBM Sterling as a plus), Incident Management tools (Jira, Aspen), Elastic
• Knowledge of web analytics tools (Adobe Analytics), log analysis and management tools (Kibana/Elastic), Power BI

Please refer the Job description for details