About The Opportunity

This position is responsible for driving the behind-the-scenes site operations. This requires working closely with External Vendors, IT, Customer Service, Marketing, and fellow ecommerce team members to drive a consistent customer experience and ensure our broader strategic goals are being enabled online. The Site Operations Manager will also help to drive projects critical to our client's digital growth.

Our client is a long established retailer with over a billion dollars in revenue through stores and ecommerce. For 2018 the leadership team has set ambitious performance objectives across customer loyalty, ecommerce and email marketing.

This is a consulting role working as part of a long-term ecommerce transformation project.

Responsibilities

Manage site operations. Ensure immediate issues are handled and tickets are developed and executed for future site updates. Collaborate with Vendor and IT partners to prioritize tickets based on urgency and customer impact. Collaborate closely with Customer Service, IT, and Vendors to identify patterns of issues and how to address the root cause(s).
Ensure site updates are tested for a quality user experience and issues are addressed.
Work closely with ecommerce leadership to ensure alignment on strategic direction.
Drive site transactions (e.g., higher conversion rate, more repeat customers) while improving operational efficiency (e.g., reduction in call center volume).
Partner with ecommerce team leadership to drive and support key projects that will enhance the digital experience (e.g. Customer Data Warehouse and Loyalty Applications, Analytics).
Ensure all promotions are setup for optimal execution on the site. Test opportunities to increase conversion based on promotion setup.
Align with marketing team as an ecommerce team partner on key projects.
Provide oversight for site monitoring systems and issue management.

Qualifications

Bachelor’s Degree, Master’s degree a plus
5-7 years related ecommerce experience preferably with a multi-channel retailer
Knowledge of E-Commerce platforms and functionality
Able to clearly and consistently work side-by-side across functions and departments and synthesize multiple points of view into a coherent action plan
Able to manage through ambiguous and subjective situations, including balancing operational efficiency and data analysis with high quality standards and a sense of what is “right” for the customer.
Able to manage many projects and drive multiple threads of work
Superb communication skills, clear and concise in both written and verbal communication.
Able to quickly learn necessary technical tools
Analytical and process-oriented, comfortable working with data sets and making data-driven decisions. Experience with web analytics strongly preferred.

Logistics

The role will be based at our client's headquarters based in Oakland, California, with flexibility to work as a contractor or as a permanent employee for First Retail.

Why Work For First Retail

You will be working as part of a highly experienced and focused consulting team. We combine the disciplines of product management, program management and enterprise architecture to provide our clients with best practice solution design and delivery. Our domain expertise covers retail and B2B ecommerce, financial services, high technology, business intelligence and big data. We generally work with global and national enterprises, and the projects that we are involved in are key to corporate strategy and generally have executive sponsorship and good exposure.

We will pay competitively for San Francisco Bay Area and we are flexible as to working hours and time-off.

Please send a resume, brief cover letter and contact information to careers@firstretail.com