Sr. Manager U.S. Operations Digital Brand Commerce

Job Summary

Purpose:   The eCommerce Operations Senior Manager will play an integral role in elevating the Reebok website to a position of having world-class ecommerce operations and associated processes, including those associated with site management, customer support, fulfilment, QA, and related systems to support high growth and rapid response to a range of situations. The role will partner with a variety of departments both within Reebok North America and key partners in Germany and other regions. The role will report into and work closely with the Director of Operations.

Key Responsibilities:

Responsible for oversight of day to day business operations of digital/eCommerce platforms focused on the U.S. for Reebok.com. The platforms include SalesForce Commerce Cloud, Adobe, SAP, Tridion, Tealium, Certona, Bazaarvoice, Geps, Cybersource, Avalara, etc.

Manage, direct and lead the US eCommerce Operations team, including Content Management, Customer Service and Fulfillment.  Responsibilities include: hiring, training, planning, assigning and directing work, performance management and rewards. 

Responsible to play a key role in the Global Operational Excellence definition, communication and development

Ensure the success of the eCommerce strategy through constant monitoring of the operational KPI’s (conversion, checkout drop off, transaction fees, chargebacks and order processing, customer service satisfaction, etc.) 

Monitoring and analysis of platform processes to identify process improvement opportunities

Manage external service providers as needed

Key Relationships: 

Digital IT team

Web Application Support team

Global Customer Service team

Global Operational Excellence team

Knowledge Skills and Abilities:

Knowledge of risk and payment management tools (e.g. Cybersource)

Knowledge of fraud prevention and analysis

Knowledge of content management tools and processes

Excellent verbal and written communication skills with the ability to communicate effectively across organization functions and levels

Ability to accept and meet critical deadlines with good planning and organization skills

Ability to build and navigate successful cross functional global and internal external relationships

Requisite Education and Experience / Minimum Qualifications:

Bachelors degree in technical or science focused discipline

8-10 years eCommerce or retail operations experience

3-5 years working experience within online debtor management, payment and risk management processes in an online consumer facing high-transaction environment

Experience with merchandising and managing product master data a plus

Direct customer service experience a plus

Experience leading cross-functional, high performing teams

The Reebok brand has moved their HQ to a 220,000 square-foot section of the Innovation and Design Building in Boston’s Seaport District. This move has brought community fitness to a next generation design and innovation space; the all new workplace fosters a vibrant collaborative culture and allows the brand to be closely connected to the community in Boston. Alongside state-of-the-art office spaces, the headquarters is equipped with an employee fitness center and a retail store.