Manager, Digital Operations

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Job description

Overview:
From designing the first patented down jacket in America, to winning 60 industry awards in the last 10 years, Eddie Bauer has built a legacy of inspiration, innovation, and exploration over the last century. While our business has changed over the past 100 years, our work has remained centered around engaging in the transformative powers of the outdoors. Our ideas and actions are stronger, bolder, and more successful when we act together. We are committed as an organization in finding diverse and unique talent, with varied perspectives, and many different ideas. Every role within Eddie Bauer, from our corporate office to our stores, will have an opportunity to play a part in achieving our mission of inspiring, empowering and enabling everyone to experience the outdoors and live their adventure.

Purpose: The Manager, Digital Operations is responsible for evolving and improving the eCommerce processes, technology, and organizational capabilities to ensure a seamless experience for our customer. If this sounds like your kind of adventure, read on!

Job Responsibilities:
Drive excellence in execution, process improvement, cross-functional alignment, and the integration of business initiatives into daily eCommerce operations.

Oversee all website operations and take ownership of site maintenance related to the eCommerce platform components that deliver the web experience (storefront, content management, promotional events, reviews, fraud prevention, product recommendations, payment, etc.).

Create processes for cross-functional teams related to website product setup, pricing, content, and promotions and proactively troubleshoot and resolve issues.

Work with eCommerce, IT, Customer Service, and Distribution Center in resolving production issues relating to website functionality, order inquiries, fulfillment updates, FAQ's & consumer facing product data.

Manage and mentor a diverse team of direct reports.

Provide on-call support for promotion launches, product launches, and troubleshooting site issues outside of normal business hours.

Lead vacation readiness effort across the organization for eCommerce business.

Implement support processes including team calendar, on-call rotation, incident handling, incident communication, and escalation in partnership with enterprise IT.

Build and maintain relationships with vendors that provide platform components to discuss issues and optimization opportunities.

Collaborate with product management and engineering to ensure new/enhanced features do not negatively impact customer experience or operations.

Monitor website availability and performance against services levels.

Manage monthly departmental accruals, monthly invoice coding, and contract renewals.

Contribute to defining and continuously improving the agile development environment.

Proactively solicit feedback from teams and work closely with engineering to implement automated solutions for continuous improvement

Leadership Expectations:

Operate with the highest level of conduct, integrity, and confidentiality; setting the example for leaders and associates.

Cultivate strong cross functional partnerships that drive business results and inspire a culture of transparency, collaboration, and accountability.

Serve as a Sparc Group and Eddie Bauer advocate in the industry and marketplace.

Perform such other duties as directed by the supervisor

Qualifications:
Bachelor's Degree preferred; focus in Technology, eCommerce, Marketing or equivalent work experience

Minimum of 5 or more years operational experience within an eCommerce environment

Experience in a fast-paced environment, managing priorities across multiple channels

Strong understanding of eCommerce and retail business and practices

Experience with online digital consumer solutions such as content management, eCommerce, promotion tools, product information management and similar systems

Proven experience in delivering solutions with sophisticated and complex requirements, attention to detail, and strong follow-through

Strong project management skills managing multiple large projects with agile experience

High level of intellectual curiosity and comfort with ambiguity

Strong inquisitive and investigative skills; actively seeking out information, asking probing questions, and analyzing data to uncover insights and drive informed decision-making.

Ability to prioritize team success and engage in energetic collaboration

Excellent communication skills (written, verbal, visual)

Comfortable in a highly-matrixed, iterative development environment

Be customer-centric and focused on delivering seamless experiences

Experience hiring and developing a diverse team

Travel may be required, based on business needs

Perform other duties as assigned by supervisor as the company retains the right to change duties to this position.

Must have authorization to work in the United States.

Physical Requirements:

Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards.

Ability to maintain regular and timely attendance consistent with the ADA, FMLA, and other federal, state and local standards and Company's policy.

Ability to remain in a stationary position for up to 8 hours per day

Ability to constantly operate a computer, other office equipment and look at a monitor for up to 8 hours per day

Ability to clearly and accurately communicate and exchange information verbally, in writing, or through other means in person, telephonically, or through virtual communication methods

Ability to position self to reach at or below shoulder level

Requirements & EEO Statement:
Full time positions only:
The salary range for this position is $90,000 to $125,000 annually. Pay is based on several factors, including but not limited to position offered and work experience. In addition to your salary, SPARC Group, and its affiliated brands, offers a benefits package, including 401(k) plan, overtime pay, flexible work schedule and a generous employee discount program (all benefits are based on eligibility). Additional information regarding the benefits for this position can be found in the Benefits Guide that is available from our Human Resources Department.

EEOC Statement:
SPARC Group LLC is an equal opportunity employer. We value a culture of inclusion and diversity within our workforce, and are committed to maintaining a workplace free from prohibited employment conduct, including discrimination or harassment on the basis of race, color, national origin, sex, age, religion, disability, genetic information, sexual orientation, gender identity or expression, marital status, domestic partner status, civil partnership, status
as a covered veteran, status in the Uniformed Services of the United States, citizenship and any other characteristic protected by law. We are also committed to the full inclusion of qualified individuals in the job application and interview process.

Employees are expected to perform the essential functions of the position satisfactorily. In accordance with the Americans with Disabilities Act (ADA), the Americans with Disabilities Act Amendments Act (ADAAA), and applicable state disability laws, it is the policy of SPARC to provide a reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause an undue hardship. If a reasonable accommodation is required to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact our Human Resources department.

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