New Balance Athletic Shoe, Inc.:
Site Operations Associate, Post Purchase Job in St. Louis, VT
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St. Louis, VT
Full-time | Operations
About the job
Who We Are:
Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today. At New Balance, We Got Now.
JOB MISSION:
The Site Operations Team is responsible for execution and operational excellence for NewBalance.com and NewBalance.ca and ensuring consumers have a positive experience with the brand. The Checkout and Post Purchase Operations Associate will be responsible for all in cart and post checkout touchpoints along with owning all promotions. This role will focus on reducing cart abandonment rates and increasing retention. This role will ensure all promotions are tracked and executed correctly and will partner with relevant teams to improve the experience for consumers. To be successful in this role, you will need to collaborate with regional ecommerce team members as well as global direct-to-consumer teams, development, customer care and marketing teams. This position will report to the Site Operations Manager and be a part of the North America eCommerce team.
MAJOR ACCOUNTABILITIES:
! Champion the consumer through all processes and last touch of all site collateral
! Become the subject matter expert on the checkout process for Newbalance.com and .ca
! Liaison with the Global Checkout and Post Purchase associate to align on the roadmap, prepare for updates and advocate for the associate in their journey
! Decrease cart abandonment rate through driving improvement. Partner with UX and development teams to incorporate feedback and provide results regularly on changes made
! Partner with the Customer Care and supply chain teams on troubleshooting any consumer order issues and drive improvement through a feedback loop to ensure accuracy and accountability across the site
! Point person for execution of all order placement touch points, inclusive of Pre-Sell, Back in Stock Notifications and Backorders
! Responsible for all Promotion execution. Partner with merchants, planning, site experience and paid media teams to complete a promotional calendar and manage the execution. Provide backend recommendations (promo code, product, unique etc) for how to execute and ensure best consumer experience
! Ensure accuracy through UAT of all promotions and constant shopping of promotions once live
! Lead for complete GMP process. Work with cross-functional teams to set up groups and corresponding discounts. Provide log ins and trouble shoot issues as needed
! Identify opportunities for improvement and partner with regional and global teams to drive solutions that improve the back-end process and consumer experience
! Maintain detailed documents on all processes, opportunities and KPIs. Be able to train other associates
REQUIREMENTS FOR SUCCESS:
! Bachelor’s Degree or equivalent combination of education and related experience
! 1-3 years relevant experience in ecommerce, project management, operations or IT
! Passion for the industry is welcome, but more importantly an obsession with interesting and innovative ecommerce and digital retail experiences is desired
! High planning, research and organization skills with the ability to summarize large amounts of content into important key findings
! Ability to think critically, problem-solve and manage the execution of tasks so project timelines are met successfully.
! Enthusiasm for process mapping and improvement; ability to evolve thinking past current state
! Strong communication skills and ability to work cross-functionally
Our Benefits:
Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks – opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs – that encourage our associates to grow personally as they develop professionally. You’ll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword – it’s part of our culture.
Learn more about our Benefits
Flexible Work Schedule:
New Balance is committed to creating a culture that allows our associates to do their best work. Our corporate work-from-home policy does not mandate an arbitrary number of days in-office. Instead, we’ve designed a flexible hybrid model that empowers individual teams by letting the type of work dictate where it will most effectively be performed. We are capitalizing on this unique opportunity to evolve how we work based on efficiency, productivity, and the well-being of our associates.
Equal Opportunity Employer:
New Balance provides equal opportunities for all current and prospective associates and takes affirmative action to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veteran, recently separated veteran, qualified disabled veteran or other protected veteran.
Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today. At New Balance, We Got Now.
JOB MISSION:
The Site Operations Team is responsible for execution and operational excellence for NewBalance.com and NewBalance.ca and ensuring consumers have a positive experience with the brand. The Checkout and Post Purchase Operations Associate will be responsible for all in cart and post checkout touchpoints along with owning all promotions. This role will focus on reducing cart abandonment rates and increasing retention. This role will ensure all promotions are tracked and executed correctly and will partner with relevant teams to improve the experience for consumers. To be successful in this role, you will need to collaborate with regional ecommerce team members as well as global direct-to-consumer teams, development, customer care and marketing teams. This position will report to the Site Operations Manager and be a part of the North America eCommerce team.
MAJOR ACCOUNTABILITIES:
! Champion the consumer through all processes and last touch of all site collateral
! Become the subject matter expert on the checkout process for Newbalance.com and .ca
! Liaison with the Global Checkout and Post Purchase associate to align on the roadmap, prepare for updates and advocate for the associate in their journey
! Decrease cart abandonment rate through driving improvement. Partner with UX and development teams to incorporate feedback and provide results regularly on changes made
! Partner with the Customer Care and supply chain teams on troubleshooting any consumer order issues and drive improvement through a feedback loop to ensure accuracy and accountability across the site
! Point person for execution of all order placement touch points, inclusive of Pre-Sell, Back in Stock Notifications and Backorders
! Responsible for all Promotion execution. Partner with merchants, planning, site experience and paid media teams to complete a promotional calendar and manage the execution. Provide backend recommendations (promo code, product, unique etc) for how to execute and ensure best consumer experience
! Ensure accuracy through UAT of all promotions and constant shopping of promotions once live
! Lead for complete GMP process. Work with cross-functional teams to set up groups and corresponding discounts. Provide log ins and trouble shoot issues as needed
! Identify opportunities for improvement and partner with regional and global teams to drive solutions that improve the back-end process and consumer experience
! Maintain detailed documents on all processes, opportunities and KPIs. Be able to train other associates
REQUIREMENTS FOR SUCCESS:
! Bachelor’s Degree or equivalent combination of education and related experience
! 1-3 years relevant experience in ecommerce, project management, operations or IT
! Passion for the industry is welcome, but more importantly an obsession with interesting and innovative ecommerce and digital retail experiences is desired
! High planning, research and organization skills with the ability to summarize large amounts of content into important key findings
! Ability to think critically, problem-solve and manage the execution of tasks so project timelines are met successfully.
! Enthusiasm for process mapping and improvement; ability to evolve thinking past current state
! Strong communication skills and ability to work cross-functionally
Our Benefits:
Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks – opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs – that encourage our associates to grow personally as they develop professionally. You’ll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword – it’s part of our culture.
Learn more about our Benefits
Flexible Work Schedule:
New Balance is committed to creating a culture that allows our associates to do their best work. Our corporate work-from-home policy does not mandate an arbitrary number of days in-office. Instead, we’ve designed a flexible hybrid model that empowers individual teams by letting the type of work dictate where it will most effectively be performed. We are capitalizing on this unique opportunity to evolve how we work based on efficiency, productivity, and the well-being of our associates.
Equal Opportunity Employer:
New Balance provides equal opportunities for all current and prospective associates and takes affirmative action to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veteran, recently separated veteran, qualified disabled veteran or other protected veteran.