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Overview:
The eCommerce Operations Manager is responsible for ensuring that the Order Management System (OMS), the system that houses all of the data behind the scenes for the JCR/JCI Webstores, including all product line offerings and customer transactions, is fully operational. This includes full operational oversight for the performance of OMS and in ensuring it integrates with systems across the Joint Commission enterprise
Ensures the electronic accessibility of all JCR and JCI product lines to its customers within their webstores, automation of the fulfillment for digital and physical products, and data sharing to various areas of the organization for analysis including marketing, sales operations, accounting and IT to ensure business continuity.
Responsible for managing complex third-party vendor relationships, including those that provide the IT technical expertise required to support the OMS platform, as well as the fulfillment and warehousing vendor who specialize in order processing and the delivery of products within our eCommerce business.
Collaborates with internal product line leaders in designing, developing, modifying, and documenting current and future OMS related business needs and processes. Leads and/or participates in all phases of this process and is responsible for the project management, design, testing, implementing and support of OMS to ensure project plan deliveries are on time and within budget. Demonstrates a combination of business knowledge, leadership and technical expertise with strong analysis and problem-solving skills.
TJCCW
Responsibilities:
- Evaluate the business requirements of JCR/JCI product lines offered in the webstores, the third-party fulfillment, warehousing and customer service vendor, and system accounting practices to develop functional improvements based on data analytics gathered from ongoing assessment of needs to improve customer satisfaction and streamline operations. Takes the lead to partner with staff to determine how the OMS could be improved and refined to better support the changing needs and processes of the business.
- Documents existing OMS processes, identifies and analyzes gaps between current processes and desired state, determines business requirements for enhancements, develops performance measures, and plans the transition to any new systems functionality.
- Leads and manages the implementation strategy of all OMS improvements and develops a change management plan to ensure staff are aware and educated on changes and potential downstream affects.
- Ensure the electronic accessibility for customers to easily access all publications, periodicals, CTH education, domestic education, international education, CSR content/events and eProducts content in the JCR/JCI webstore. Takes the lead to troubleshoot issues with any integrated systems and review connectivity requirements of any new product offerings and/or necessary functionality.
- Ensures an excellent customer experience interaction with all e-Commerce digital platforms.
- Collaborative partner & liaison between each product line and the JCR/JCI webstore to ensure timely, accurate, and attractive posting of products, availability, pricing, and service descriptions. Ensures that the for-sale product lines are utilizing the webstore to maximize communication to customers via custom emails and notifications regarding preorders, backorders, shipping info on physical products as well as general onboarding and reference materials for digital products.
- Evaluate and analyze data related to webstore traffic and electronic functionality through tools such as Google Analytics, SiteImprove and Coveo and suggest improvements.
- Work collaboratively with internal departments, such as IT & Digital Marketing, to optimize the positioning and security of the webstore business, to support enterprise strategy, growth, and web experience.
Qualifications:
- BA degree required, preferably in business, information technology, marketing or communications.
- 3+ years of eCommerce operations, systems development, and maintenance experience required. Experience using Google Analytics is a plus.
- 5+ years of project management experience required, including the ability to recognize and assess risks to determine possible corrective courses of action.
- 3+ years of business analyst experience, demonstrating strong analytical and data-driven thinking skills.
- Experience working with and managing external technology and service third-party providers.
- Demonstrated working knowledge of IT/eCommerce project lifecycles, including an understanding of data modeling, process flow modeling, user interface, application interface, data processing, reporting, application/system integration, and technical architecture.
- The ability to collaborate effectively with a variety of business leaders and departments to ensure the alignment and achievement of objectives and outcomes.
- Strong planning, organization, and problem-solving skills to enable the ability to identify and analyze problems and recommend solutions in a timely manner.
- Excellent verbal and written communication skills, including interpersonal and teamwork skills.
- Ability to work independently under minimal supervision.
Note: Employees are required to be fully vaccinated against COVID -19 as a condition for employment.
This job description is intended to describe the general nature and level of work performed by an employee assigned to this position. The description is not an exhaustive list of all duties, responsibilities, knowledge, skills, and abilities, and working conditions associated with this position. All requirements are subject to possible modification and reasonably accommodate individuals with disabilities.
