Wolverine World Wide:
Dir. eComm Support & Ops Job in Waltham, VT
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Waltham, VT
Full-time | Ecommerce
About the job
Dir. eComm Support & Ops
Job Locations US-MI-Rockford | US-MA-Waltham
Brand/Group eCommerce Job Function eCommerce Min. Exp.(Yrs) 5 Type Full Time
General Function
Wolverine Worldwide is a global marketer of branded footwear, apparel, and accessories. With an established global footprint that spans approximately 200 countries and territories, as well as a rock-solid infrastructure, Wolverine Worldwide is dedicated to advancing the following brands that comprise the ever-expanding portfolio: Bates, Chaco, Cat Footwear, Harley Davidson Footwear, Hush Puppies, Keds, Merrell, Saucony, Sperry, Sweaty Betty and Wolverine. Wolverine Worldwides continued success is driven by our ability to stay true to our simple mission: we empower, engage and inspire our consumers every step of the way.
The Director of Ecommerce Support and Operations will help define, establish and oversee support strategy and operational excellence for the ecommerce platform. This strategy will enable customer service, internal business users such as merchandisers, as well as other groups within the organization get their support inquires or operational roadblocks resolved as quickly and seamlessly as possible.
You will understand, design and prioritize solutions that enhance the support experience through improvements in technical products, processes, and communications for domestic and global audiences. This role is a key liaison with internal teams such as marketing, commercial, technical product management, web operations, finance, etc. to ensure that our teams can get the answers they need, find the documentation they are looking for and continue to operate on their tasks at hand to meet their company objectives.
Primary Duties ! Responsible for establishing a support strategy that incorporates all customers of the ecommerce platform. Implement support policies and procedures that reflect industry best practices to facilitate good customer experiences.
! Develop service and support guidelines, reduce service response times, and improve customer satisfaction. Identify, define, and implement KPIs and SLAs to measure and maximize departmental performance. Implement process improvements to improve larger team performance.
! Partner with key stakeholders, including global Product Owners, Commercial Leaders, Consumer Marketing leaders, Brand Marketing leaders, Site Merchandisers, and Senior Leadership Team members, to understand their needs, platform operation needs and ensure they are addressed.
! Setup processes that enable capturing feedback to inform Product Development so that they can create solutions that help streamline processes, drive operational efficiency, and reduce errors.
! Create and maintain a knowledge base of best practices and operational procedure guides for both support team use and use by the greater organization. Centralize documentation and tool usage.
! Partner with the product and technology teams to ensure website level monitoring, instrumentation, and overall status for all global sites.
! Partner with other groups within the organization to ensure issues are relayed to the appropriate departments/corresponding support teams.
! Must be hands on, and directly willing to drive issue triage, problem solving, and root cause analysis.
! Grow and nurture the team by hiring, onboarding, and continuously training top talent. Work with vendors to outsource specific functions to enable 24/7 global support coverage.
! Communicate effectively with executive leadership, peers and partners with the organization on projects, priorities, and goals.
! Create a team culture focused on continuous improvement. Identify gaps and opportunities to improve systems and processes that drive growth, create efficiencies and deliver best-in-class customer experiences.
! Performs duties consistent with the companys AAP/EEO goals and policies.
! Performs other duties as required/assigned by manager.
Knowledge, Skills and Abilities Required ! 7+ years of experience leading Customer Service and/or Operations Teams
! 5+ years of experience in JIRA, Zendesk, or similar support platform
! Proven track record of success in scaling Support teams and maintaining SLAs
! Familiarity w/ ecommerce platforms required, Salesforce experience highly desired
! Ability to thrive in ambiguous environments and understand challenges of scaling a successful business
! Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
! Empathic leader who is motivated to do the right thing.
! Strong communication and interpersonal skills required. Ability to work across organizational boundaries and promote and influence direction on how to best solve business and technical problems.
WORKING CONDITIONS
Normal office environment.
The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required.
Wolverine Worldwide has a flexible, hybrid work schedule, with three days in office and two days remote.
Committed to a diverse workforce, we are an Equal Opportunity Employer (Minorities/Women/Veterans/Disabled).
#LI-Hybrid
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Job Locations US-MI-Rockford | US-MA-Waltham
Brand/Group eCommerce Job Function eCommerce Min. Exp.(Yrs) 5 Type Full Time
General Function
Wolverine Worldwide is a global marketer of branded footwear, apparel, and accessories. With an established global footprint that spans approximately 200 countries and territories, as well as a rock-solid infrastructure, Wolverine Worldwide is dedicated to advancing the following brands that comprise the ever-expanding portfolio: Bates, Chaco, Cat Footwear, Harley Davidson Footwear, Hush Puppies, Keds, Merrell, Saucony, Sperry, Sweaty Betty and Wolverine. Wolverine Worldwides continued success is driven by our ability to stay true to our simple mission: we empower, engage and inspire our consumers every step of the way.
The Director of Ecommerce Support and Operations will help define, establish and oversee support strategy and operational excellence for the ecommerce platform. This strategy will enable customer service, internal business users such as merchandisers, as well as other groups within the organization get their support inquires or operational roadblocks resolved as quickly and seamlessly as possible.
You will understand, design and prioritize solutions that enhance the support experience through improvements in technical products, processes, and communications for domestic and global audiences. This role is a key liaison with internal teams such as marketing, commercial, technical product management, web operations, finance, etc. to ensure that our teams can get the answers they need, find the documentation they are looking for and continue to operate on their tasks at hand to meet their company objectives.
Primary Duties ! Responsible for establishing a support strategy that incorporates all customers of the ecommerce platform. Implement support policies and procedures that reflect industry best practices to facilitate good customer experiences.
! Develop service and support guidelines, reduce service response times, and improve customer satisfaction. Identify, define, and implement KPIs and SLAs to measure and maximize departmental performance. Implement process improvements to improve larger team performance.
! Partner with key stakeholders, including global Product Owners, Commercial Leaders, Consumer Marketing leaders, Brand Marketing leaders, Site Merchandisers, and Senior Leadership Team members, to understand their needs, platform operation needs and ensure they are addressed.
! Setup processes that enable capturing feedback to inform Product Development so that they can create solutions that help streamline processes, drive operational efficiency, and reduce errors.
! Create and maintain a knowledge base of best practices and operational procedure guides for both support team use and use by the greater organization. Centralize documentation and tool usage.
! Partner with the product and technology teams to ensure website level monitoring, instrumentation, and overall status for all global sites.
! Partner with other groups within the organization to ensure issues are relayed to the appropriate departments/corresponding support teams.
! Must be hands on, and directly willing to drive issue triage, problem solving, and root cause analysis.
! Grow and nurture the team by hiring, onboarding, and continuously training top talent. Work with vendors to outsource specific functions to enable 24/7 global support coverage.
! Communicate effectively with executive leadership, peers and partners with the organization on projects, priorities, and goals.
! Create a team culture focused on continuous improvement. Identify gaps and opportunities to improve systems and processes that drive growth, create efficiencies and deliver best-in-class customer experiences.
! Performs duties consistent with the companys AAP/EEO goals and policies.
! Performs other duties as required/assigned by manager.
Knowledge, Skills and Abilities Required ! 7+ years of experience leading Customer Service and/or Operations Teams
! 5+ years of experience in JIRA, Zendesk, or similar support platform
! Proven track record of success in scaling Support teams and maintaining SLAs
! Familiarity w/ ecommerce platforms required, Salesforce experience highly desired
! Ability to thrive in ambiguous environments and understand challenges of scaling a successful business
! Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
! Empathic leader who is motivated to do the right thing.
! Strong communication and interpersonal skills required. Ability to work across organizational boundaries and promote and influence direction on how to best solve business and technical problems.
WORKING CONDITIONS
Normal office environment.
The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required.
Wolverine Worldwide has a flexible, hybrid work schedule, with three days in office and two days remote.
Committed to a diverse workforce, we are an Equal Opportunity Employer (Minorities/Women/Veterans/Disabled).
#LI-Hybrid
Options Apply for this job onlineApply
Share
Refer this job to a friendRefer
Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed
Application FAQsSoftware Powered by iCIMSwww.icims.com