- Bachelor’s degree in Business, Operations, Analytics, Technology, or a related field.
- 10+ years of experience in eCommerce operations, technical support, or a related field, with a proven track record of managing mission-critical systems.
- 5+ years of progressive leadership experience, including demonstrated success managing people managers.
Drives the operational strategy and governance for the eCommerce platform's reliability, scalability, and performance. Governs the end-to-end operational framework, from incident management to process excellence, to ensure long-term platform stability. Partners with senior leadership to align operational strategy with business objectives, proactively managing risk and enabling sustainable growth.
- Develops managers and senior leaders on the team, building scalable team structures and succession plans to support long-term operational needs.
- Holds ultimate accountability for the eCommerce platform's operational health, resilience, and production stability.
- Sets the governing strategy for incident management and serves as the final escalation point for high-severity business incidents.
- Influences cross-functional roadmaps, partnering with senior leadership to ensure operational readiness for all major business initiatives.
- Owns the complete operational governance framework, including all standard operating procedures, compliance controls, and audit processes.
- Sponsors strategic continuous improvement initiatives, analyzing performance trends to mitigate systemic risks and drive long-term platform stability.
- Solutions require analysis and investigation.
- Achieves planned results by decisions and actions based on professional methods, business principles, and practical experience. May recommend/make decisions regarding new programs/initiatives that have significant impact to the business and carry consequences in unsuccessful endeavors.
- Manages a larger team or multiple small teams through direction of subordinate management and/or supervisory staff.
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
- Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
- Typically requires overnight travel 5% to 20% of the time.
- Typically requires BS/BA in a related discipline. Generally 7+ years of experience in a related field. May require certification. Advanced degree may offset less experience in some disciplines.