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VICE PRESIDENT OMNI-CHANNEL OPERATIONS

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Location
USA-VA-Virginia Beach
1 hit(s)  

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Job Summary:
The Omni-channel Operations Manager is responsible for the overall site
operations for e-Commerce, including: order management, call center
and fulfillment operations, risk management, and coordination with NEX store
operations. This position owns and is responsible in the planning and daily
management of the e-Commerce channel.  The Omni Channel Operations
Manager is part of the leadership team responsible for implementing/operating a
world-class Omni-channel platform to deliver on our vision of becoming our
customer's top-of-mind retailer for any product, in any channel, at any time.
Duties and Responsibilities:
-  Strategic Planning:  Develop business planning of e-Commerce and
Omni-channel strategic projects.
-  Operational Planning:  Drives the business planning process for the e-Commerce
channel,  coordinating with the VP, General Merchandise Managers, VP
Marketing Communication, VP Marketing Insight, Customer Care,  Store
Operations, Information Technology, Finance, and 3rd party fulfillment partners.
-  Operational Planning:  Analyzes industry trends, customer feedback, and
business requirements to develop a site development plan that maximizes ROI. 
-  Operational Execution: Develops and oversees site design to increase the
conversion rate.
-  Operational Execution:  Ensures that the back-end customer experience is
optimal (order processing, shipping, fraud prevention, returns, in-stock inventory
levels).
-  Operational Execution:  Responsible for achieving sales and profit objectives for
 e-Commerce channel.  Analyzes operational KPI to ensure that goals are
achieved; initiates corrective action when goals are not met. 
-  Operational Execution:  Initiates, develops, plans and coordinates testing and
 internal communication in a collaborative effort with Store Operations team to
work towards the goal of becoming a Omni-Channel leader.
-  Operational Planning:  Prioritizes functional enhancements to our e-Commerce
platform.
-  Operational Planning:  Develops, tracks and manages Service Level Agreements
 (SLA's), quality monitoring, development processes and reporting and metrics as
assigned.
-  Operational Planning:  Provides project management leadership for cross-
functional and / or matrix teams on multiple projects that have a significant impact
on e-Commerce initiatives, including supply chain, logistics, customer support and
 returns management. 
-  Operational Planning:  Responsible for all operational budgets and provides
KPI reporting to cross-functional support teams and upper management.
-  Operational Execution:  Responsible for third-party vendor components,
including Service Level Agreements (SLA) and contract management.
-  Operational Execution:  Develops merchandise on-boarding plan based on
revenue and profit goals.
-  Operational Execution:  Develops Drop Ship program goals, procedures, and
 on-boarding plan.
Job Requirements
A Total of 10 years of experience, consisting of the following:
GENERAL EXPERIENCE:
Three years experience gained in professional, technical or other responsible work that enabled the applicant to acquire knowledge of retail practices; store operations; demonstrated expertise in dealing with others in person-to-person work relationships; the ability to analyze problems and use mature judgment.
OR
SUBSTITUTION OF EDUCATION FOR EXPERIENCE:
1 year of academic study above the high school level may be substituted for 9 months of experience, up to a maximum of a 4 years bachelor's degree for 3 years of general experience.
AND
SPECIALIZED EXPERIENCE:
Seven years of progressively responsible substantive management experience which demonstrated an understanding of the needs, problems and solutions in administering management programs relating to most of the following:
>Online operations leadership experience including call center and customer service
>E-commerce channel
>Process change management, project and program management, and strategic planning
>Project prioritization experience balancing customer needs and fiscal responsibility
>Demonstrate strong, problem solving, project management, communication, organizational, time management, and multi-tasking skills
> Retail operational experience
>Procurement practices, methods, procedures and business processes >Supervisory experience

Company info

NEXCOM