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Manager, Site Experience Operations Global Digital Commerce
Nike
Boston, MA, United States
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Converse Manager, Site Experience Operations Global Digital Commerce (DTC)
Converse believes creativity can change the world. An enduring symbol of youthful rebellion, the cultural classic persists as the go-to uniform for rockers, rappers, artists, thinkers, and renegades of all casts. Converse is quick on its feet and always ready for change, and is known for celebrating employee’s individuality and encouraging imagination. The team is made up of innovative, ambitious individuals spanning many disciplines, including design, marketing, sales, merchandising and more.
Without You, We’d Just Be Collectors of Our Own Stuff
Business equals selling stuff. That’s the basic model. The more complex awesome model is creating stuff that people identify with and then you figuring out how to get it to them. We need people like you: creative, dynamic problem solvers who see it as more than business. Who see it as giving people the tools of self-expression and individuality.
Description
Converse is the story of a sneaker that started on the court and moved to the stage and street. We’re a company ready for change and that’s who we hire: the most malleable, the most innovative, and the most creative. Leading with Digital, Converse is setting a bold strategic plan to enable and inspire consumer self-expression by positioning converse.com as the first and best source for authentic Converse products and experiences.
As our Manager for Site Experience Operations, you'll serve as our subject matter expert, managing all aspects of our ecommerce platform operations and product information systems globally.
You will play a pivotal role in ensuring that our customers have an outstanding experience when interacting with the brand through converse.com. You will ensure that your business partners have the platform tools available to them to deliver against target KPI’s, customer experience goals and business plans.
You will oversee day-to-day platform support and training for business partners in Merchandising, Marketing, Analytics, Technology, Customer Service and Distribution. You’ll lead the team that is the business’ first line of defense in diagnosing site issues - relying on your expertise with the platforms and tools as well as partnering with technology delivery and production support teams to resolve issues.
You’ll lead the definition of business needs and vision for our platform roadmap, bringing ecommerce industry awareness, passion for new and emerging consumer experience and technology trends and a customer centric approach to your work.
You’ll partner with the Global Digital Commerce leadership team to define and prioritize our ecommerce platform capabilities roadmap and partner with our technology delivery team to bring new features and functionality to market.
Responsibilities include (but are not limited to):
Site Operations:
• Lead efforts to bring new products live on converse.com globally.
• Oversee the setup, testing, and deployment of site campaigns and promotions.
• Lead the global catalog structure and related PIM capabilities.
• Partner with UX and content production teams to bring brand initiatives and commerce optimization projects online including serving as the capability lead on A/B multivariate tests.
Troubleshooting and Issue Resolution:
• Define, lead and optimize business process for production-support in partnership with technology counterparts.
• Troubleshoot and resolve data quality issues through platform tools.
• Partner with Technology Production Support team to flag, monitor, communicate status of and resolve production-related issues.
Training & Support:
• Build and implement training and documentation business process for global ecommerce platform tools.
• Onboard and train team members across the digital commerce team on platform tools and capabilities.
• Leverage internal and external subject matter experts to help our business teams get the most out of our platform capabilities.
Business Capability Roadmap:
• Lead the development and documentation of Digital Commerce platform standards and best practices to streamline operations, communication, and appropriate use guidelines of converse.com
• Design and implement a regular platform capabilities review and roadmap prioritization process.
• Communicate status of all projects to all stakeholders regularly
• Set expectations for project scope, monitoring and tracking to schedule and budget
• Requires a Bachelors Degree in Business, Operations, Marketing, Design or a related field
• Minimum of 5-7 years' directly relevant work experience
• Preferred expertise with Sales Force Commerce Cloud
• Preferred experience with content management systems.
• Excellent oral and written communication skills including meeting facilitation and making persuasive presentations to senior managers
• Ability to prioritize multiple projects and tasks, and reliably meet deadlines
• Flexible and able to adapt quickly to new priorities
• Detail orientation and intrinsic passion toward site success and high quality delivery
• Outstanding team player and positive attitude
• Strong sense of ownership and accountability
• Logical reasoning, troubleshooting and creative problem solving skills
• Demonstrated attention to detail and process excellence
Converse is more than a company; it’s a worldwide advocate for self-expression. This belief motivates our employees, permeates our working environment and inspires our products. No two of us look or think exactly alike. We are each one-of-a-kind. Individually and as a culture, we have the freedom to create and grow professionally. Generous benefits packages only sweeten the experience. From Boston to Shanghai, from Brand Design to Finance, Converse is a brand that celebrates the unique and creative people of the world. Together, we’re different.
Job ID 00362614