eCommerce Operations Manager

Job description

Role Mission

The eCommerce Operations Manager maintains and improves the overall operations for the front and back ends of the eCommerce business, including the ratio of Revenue to Net Sales using fraud rules/tools, chargeback management, process improvement and eCommerce analytics. Additionally, the role supports the Vice President/General Manager of eCommerce on a range of projects and initiatives.

Key Accountabilities

Fraud

·  Manage all fraud rules in payment gateway's decision program;
·  Lead team of fraud reviewers and instruct on manual review process;
·  Assist in manually reviewing orders when volume dictates;
·  Organize weekly meetings to go over fraud rules and statistics with payment gateway;
·  Monitor fraud trends and keep team updated.

Chargebacks

·  Provide information to treasury for all chargeback cases;
·  Maintain logs for chargeback analysis;
·  Supply all information to legal department for fraud cases involving subpoenas;
·  Maintain reporting on chargeback rates, fraud rates, and bad debts.

Oracle Ops

·  Queue management – Maintaining all queues in e-business system to make sure orders are processed efficiently and timely;
·  Scan system for bugs and order errors and rectify or file tickets with MIS support to fix;
·  Correct all settlement errors between e-business system and payment gateway;
·  Provide tickets, feedback and project plans to support for system upgrades and changes.

Gucci Site Ops

·  Responsible for team that is liaison with support on all changes to FAQ, assistance, return policies, shipping functionality/polices, bugs, and test orders.

General Operations

·  Orange System Operations – Lead on all technical changes and line additions. Provide back end operations on functionality, system schedule, testing and queue/code changes;
·  Provide Warehouse projections on expected increases in order volume for sale and promotions;
·  Enter payroll information for staff;
·  Provide the building with upcoming changes in schedule to keep office open at necessary times and act as lead for any notifications/processes that take place with building.

Reporting

·  eComm cancellation reporting;
·  eComm return reporting;
·  IPad Sale reporting;
·  Fraud/chargeback reporting;
·  Fed Ex analysis reporting;
·  General KPI reporting.

Desired profile

Key Requirements

·  Bachelor's Degree (4 Year College);
·  3 – 5 years' experience working with eCommerce business platforms;
·  Experience working with Payment gateways;
·  Experience working with inventory and 3pl systems;
·  Microsoft Office (Strong Excel);
·  Strong Analytical and reporting skills;
·  Strong management and team work.

EOE M/D/F/V