Ecommerce Technical and Operations Manager

Summary Description:

Reporting to the Director of Ecommerce & Digital, the eCommerce Operations Manager is the operational and technical point person for Lacoste’s eCommerce business in North America.

This person will manage the day-to-day of our business from an operational and technical perspective. On any given day, the E-commerce Technical & Operations Manager may be reviewing content and images for accuracy, uploading data, reporting on metrics, enhancing site functionality with HTML/Javascript/CSS, partnering with marketing to activate online acquisition strategies, working with merchandising to ensure product priorities are well-represented online, managing a bug list and technical roadmap with HQ counterparts or interfacing with customer service staff and warehouse personnel as well as the systems each team uses.

The E-commerce Technical & Operations Manager keeps our business fine-tuned and running smoothly at all times. This role maximizes time on site, improves conversion, and ensures the highest levels of customer satisfaction. This role will serve as our key user for our Order management systems, CMS, Website platforms and all integrated systems.

Responsibilities:

• Act as point person for technical website bugs and enhancements
• Assess technical issues and enhancements, present multiple solutions, costs, tradeoffs and benefits to the Ecom team
• Manage bug and project list, schedule and QA releases
• Assist in content management updates with North America Ecom team in both French and English
• Liaise with additional technical resources in HQ for projects and updates
• Communicate HQ technical roadmap to North America team and present ideas to incorporate HQ roadmap to better the North America business
• As a Key User maintain configuration and operational procedures for order management process and systems, understanding the communication between systems, troubleshooting systems and limitations of systems
• Go to person for both the Loss Prevention and Customer Service to review orders in questionable queue including fraud, inventory allocation and refund status.
• Review and upload content for accuracy, reporting on metrics, enhancing site functionality.
• Monitor site performance and continue to explore ways to increase efficiencies
• Liaise with all operational vendors including platform, email, and fulfillment.
• Lead new platform projects from the business side; including technical deep dives, site enhancements, and backend integrations with 3rd parties.
• Website and mobile QA.
• Manage technical budget.
• Perform all other duties as assigned and required.
• Available odd hours for website fixes and releases.

Requirements/Qualifications:

• Intermediate to advanced HTML/CSS/JavaScript and/or programming languages required
• BA/BS required.
• 3-5 years of relevant experience in website operations and technical development.
• Understanding of E-commerce/digital space and a passion for online shopping and new technologies.
• Extraordinary communication skills, both written and oral.
• Proven multi-tasker that can manage several projects at once under tight deadlines and accommodate rapid changes.
• An entrepreneurial spirit with the operational skills to ensure self-directed projects and ideas are seen through to execution.
• Attention to detail a must.
• Knowledge of French is a plus
• Experience with Demandware is a plus

Core Values and Traits:

Accountable:

• Have the ability to take responsibility for results.
• Be responsive and able to address questions and issues every day.
• Be able to recognize the contributions of others.
• Able to recognize success as well as failure and being able to learn both individually and collectively from past experiences, retaining best practices.

Collaborative:

• Able to share opinions and information to work together differently.
• Building trust and cooperation among associates to make important decisions.
• Learning to execute solutions and face difficult problems together.
• Cultivate strength and cooperative spirit.
• Share achievements within and between teams throughout the organization.

Caring:

• Respecting our people
• Caring for customers
• Different points of view
• Diversity
• Concerned by others

Audacious:

• Willing to take risks and create new ways of working together.
• Being capable of changing conventional ways and doing what makes sense even when faced with challenges.
• The ability to take the road less traveled and going beyond current trends to achieve results.
• Have the ability to excite our customers with innovation.

Be LACOSTE:

• Understanding the brand
• Being enthusiastic, passionate & optimistic
• Being sincere, yourself & honest in relationships
• Gentleness, harmony

This job description is not intended to be exhaustive. They can be changed orally or in writing at any time by the discretion of management. We as Lacoste associates must always ensure that all functions of our position are represented with our core values being: Accountable, Collaborative, Caring, Audacious and Be LACOSTE.