Job Description:
We are seeking a seasoned professional to assume the role of Lead Commerce Operations Manager. The successful candidate will be responsible for overseeing the delivery of high-quality commerce operations services to our clients in the ANZ region.
The ideal candidate will have a deep understanding of technology operations in eCommerce and digital solutions, as well as experience in driving service adoption and increasing business revenue through growing client accounts.
They will also possess exceptional communication skills, strong interpersonal and collaboration skills, and the ability to lead offshore delivery to consistently deliver a high-quality, high-value service.
The successful candidate will be accountable for establishing themselves as the SME (subject matter expert) for CommerceOps in ANZ, championing innovation and technology/process improvements, and leading the positioning of CommerceOps in pre-sales activity.
Key Responsibilities:
* Establish yourself as the SME (subject matter expert) for CommerceOps in ANZ
* Champion innovation and technology/process improvements to continually evolve CommerceOps
* Lead the positioning of CommerceOps in pre-sales activity and tailor service propositions for prospects
* Work closely with our Client Success teams and act as a strategic partner to clients to identify opportunities to increase CommerceOps service adoption and engagement
* Help define and refine the CommerceOps roadmap (including tooling, automation initiatives and the continued embedding of AI)
* Use your knowledge of the market and the technology landscape to identify opportunities to grow services delivered to clients and to increase client engagement with the service
Requirements:
* Bachelor's degree or equivalent in a relevant field
* 5+ years of experience in the delivery of critical, 24/7 e-commerce operations or digital product management with 2+ years in a leadership role
* Proven experience of driving service adoption and increasing business revenue through growing client accounts
* Strong experience with monitoring tools, best practice implementation and leveraging insights to deliver high impact services
* Exceptional communication skills (both oral and written)
* Strong interpersonal and collaboration skills
* Experience managing escalations and confidently interacting with all management levels
* Experience of delivering success in a fast-paced environment across multiple client accounts
* Proven ability to lead offshore delivery to consistently deliver a high quality, high-value service
* Experience working independently in cross functional teams to deliver high value services
Desirable Experience & Knowledge:
* Hands-on knowledge enterprise Ecommerce Platforms such as Salesforce Commerce Cloud, Adobe Commerce Cloud, SAP commerce Cloud, Shopify Plus
* Familiarity of security and regulatory compliance best practices (e.g. PCI, GDPR)
* Familiarity of Atlassian Suite
* Understanding of web standards, best practices, and emerging digital technology trends
* Exposure to full software delivery lifecycle across a range of methodologies (Agile, Waterfall etc)
* Certification in ITIL and relevant delivery methodologies