Director, Ecommerce Member Operations and Experience Job in Conshohocken, Pennsylvania US
Our client, a dynamic, rapidly growing start up organization in the ecommerce industry is seeking a Director, Member Operations Experience. Position reports to the CIO. This is a full time perm postion with excellent comp package.
SKILLS:
10+ years experience in e-commerce operational business processes (customer service, production support, logistics, fraud analysis, etc.), site analytics, data analysis and project management. The ideal candidate would be someone who has a strong analytics and consumer focused background and a proven track record for delivering industry leading consumer operations and experiences. On a daily basis the candidate will be responsible for:
· Customer Services policies and processes
· Product Support
· Production Analytics
· Tim in Transit performance
· Fraud management
· Special projects as assigned by the CIO
JOB DESCRIPTION:
This is a unique opportunity for a highly motivated e-commerce professional lead to join a dynamic and maturing business.
This organization is seeking a Director, Member Operations Experience as they continue to build their product and platform. The Director will have overall responsibility for a wide range of process and customer experiences. The ideal candidate will possess a diverse background in e-commerce operations management, production support, e-commerce analytics and project management.
On a daily basis the candidate will be responsible for:
- designing and executing on strategies to improve the overall member experience
- maintaining scorecard of KPI related to consumer experience and create strategies for improving against these metrics
- creating reports, analysis and actionable trend information to help manage a variety of processes
- managing the overall production support process for retail partners
- using exceptional analytics skills and business acumen to identify, prioritize, structure and solve complex business problems
CANDIDATE REQUIREMENTS:
· 10+ years relevant experience with analytics and ecommerce
· Bachelor’s Degree required
· MBA or relevant advanced degree in business or quantitative discipline such as Statistics, Operations Research or Econometrics strongly encouraged
· Proficiency with Excel, Word, PowerPoint required
· Must possess the ability to resolve complex management and business issues
· Excellent organizational, leadership, verbal communication and analytic skills
· Ability to work on a self-initiated basis or in a team environment
· Ability to handle several projects simultaneously