Manager, E-Commerce (Operations)
Reporting to the Director of Distribution and Fulfillment, the e-Commerce Operations Manager will be the operational point person responsible for managing all processes and projects relating to the e-Commerce consumer (B2C) and staff (B2B) stores. This position drives the onboarding and management of products online, as well as the implementation of marketing promotions within the online stores for Product Managers and Marketing Teams to promote awareness of the Association's products and programs. The successful candidate will be responsible for conducting ongoing quality control measures, analytics and management of the e-Commerce platform and integration processes to ensure optimal customer experience and support, to include recommendations for optimizations. The ability to partner with a variety of support teams, Association stakeholders and external partners to ensure that operations, campaigns, projects, and customer support protocols are delivered in a timely and reliable manner is critical in this role. Key Responsibilities . Perform daily, weekly and monthly quality control protocols to ensure site operations, page content and order processes are functional and meet service level standards; working with internal partners and external vendors . Manage the online customer support protocols . Working with external and internal call centers to improve online and offline customer experience . Ensure timely resolution to customer inquiries or issues . Ensure that all appropriate support teams are aware of any issues as they arise, and that a remedy to mitigate recurrence and improve customer experiences is identified and implemented . Working with product managers throughout the organization . Responsible for initial product set-up to include images, extended copy, categorization, SEO, etc. as well as product maintenance throughout the product lifecycle . Work with the product and marketing managers to develop and implement optimization strategies for products, heroes, PCAs, landing pages, etc. with robust content to include images, videos, copy and key words for SEO to produce the best visibility and results . Ensure consistent and accurate messaging throughout the site and all communication channels, eg marketing emails, confirmation emails, etc. . Management and implementation of online marketing strategies developed with the Marketing Team, for the optimization of the site and marketing strategies to increase sales and decrease abandonment rates . Daily, weekly and monthly analytics of site, products, orders, customers, traffic, behavior, sales and rankings to provide and implement recommendations for site optimizations . Produce monthly and ad hoc KPIs with site metrics for the e-Store Core Team with which to tailor business strategy . Regularly review marketing and merchandising activities with Association product managers, fulfillment, Marketing and IT teams to ensure that all key stakeholder e-Commerce needs are met . Lead the e-Store Core Team meetings and maintains the Team Action Report . Serve as project lead and third-party vendor liaison for projects and requests . Manage all phases of e-Commerce project development and delivery following PMI standards and techniques for Project Management . Maintain and develop system and supporting documentation . Monitor and release customer reviews . Route and utilize feedback to provide recommendations for improvement . Become and serve as the resident expert of the site platform and interfaces, to include quarterly upgrade changes . Other duties as assigned . Bachelor's degree in E-Business Management or related field . Minimum 3-5 years relevant Internet, Web development and E-Commerce management experience . Strong analytical and excellent written and oral communication skills . A demonstrated background in web technologies with an expert knowledge of spreadsheets, databases, financial analysis, website design, SEO, SEM, HTML, CSS, Google Analytics, Google Adwords, etc. . Highly motivated and detail-oriented with exceptional organizational and project management skills. . Ability to work collaboratively across the organization, interpret user requirements, and identify root cause and solutions . Ability to handle long-term projects and multiple critical requirements simultaneously, and meet deadlines . Proven ability to work effectively with cross-functional teams and with multiple vendors . Must be able to work successfully in a team environment Take Your Career On A Mission Are you looking for a career that directly impacts your community and beyond? Over 29 million Americans have diabetes and over 86 million have pre-diabetes. The ADA offers a rewarding career working for one of the premier voluntary health organizations in the world supporting people with Type 1 & Type 2 Diabetes. Our employees like working at the ADA because of our mission, the inclusive environment, work-life balance, our benefits, and our culture. Joining our dedicated team affords the gratification of knowing beyond a doubt that you will impact the lives and well-being of millions. Equal Employment Opportunity It is the policy of the American Diabetes Association to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. To find out more about the ADA as well as other exciting and fulfilling career opportunities please visit us at www.diabetes.org. Together We Can Stop Diabetes!