You are responsible for Skullcandy Digital development and operations, from cart through web order fulfillment. You will build and manage a team of Digital Operations experts to service Skullcandy Digital teams with high-performing checkout funnels and functional, error-free online global consumer experiences. Your mission will be to maximize Digital development and operations efficiencies and the Digital team's abilities to manage acquisition and marketing efforts. Provide leadership, strategic planning, roadmaps and vision for Skullcandy digital operation's needs. In this role, you will be a growth-oriented leader, finding yourself providing leadership and vision for the entire Skullcandy.com ecommerce business.
A day in the life of a Digital Operations Senior Manager looks like;
40% Global Website Management
Responsible for maximizing Conversion from customer arriving on site through order placed.
Responsible for smooth operations across Ordering, Inventory availability, Processing of Transactions (payments, fraud, shipping, returns), Uphold processing and fulfillment SLAs.
Create processing efficiencies; partner with developers and IT integrations and customer service teams to see through implementation of process improvements.
Responsible for aggregation and analysis of global site KPIs.
Create and socialize site KPI dashboards and tracking to revenue and site benchmarks
Responsible for back-end integrations and site infrastructure, as well as site speed and up-time.
Proactively optimize ecommerce SEO in accordance with best practices.
Own website release management and quality assurance.
Own all Finance, Logistics and Supply department inputs and outputs
25% Development & Project Management
Define and acquire appropriate resource needs to meet demands of growing ecommerce at Skullcandy.
Manage developer priorities, budget, delivery and relationships.
Manage digital projects from project definition through development.
Define, design and prioritize required capabilities with internal or external development resources and ensure deliverables are met on time and within budget.
15% Strategy & Planning
Provide strategic direction for new site features/functionality and optimizations to maximize customer consideration and conversion and improve end-to-end customer ordering experience.
Create vision and roadmap for Skullcandy owned digital websites
Align with IT, Customer Service, Finance, HR, Legal on any and all cross-departmental requests/projects.
20% Team & Partner/Vendor Management
Provide leadership and vision for the entire Skullcandy.com owned ecommerce business. Growth-oriented mindset and approach
You are responsible for training and growing a team of experts at Digital Operations.
Hold weekly 1-1 coaching sessions with reports, mentor and coach new talent and educate digital stakeholders on processes and best-in-class operations.
Maintain valuable existing partnerships and vendors, onboard new highly qualified partners as needed and grow those relationships.
To love and be successful in this job, you will need to possess the below competencies, skills and education.
Education: 5+ yeas of internet and or site development experience, project management or ecommerce experience. Strong aptitude and experience in internet-related technologies, operations, web design and online marketing programs. BA or BS in related field.
Organization: ability to manage multiple, ongoing projects with ease.
Communication: excellent presentation skills to explain technical issues to broad range of audiences and manage stakeholder expectations (oral, written and intrapersonal).
Decision Quality: Make good decisions based on analysis, wisdom and experience.
Customers Service: obsessive about providing frictionless online consumer experience.
Attention to Detail: you can catch one error in sea of a 1000 emails.
Leadership: Ability to effectively lead, coach and grow new team members.
Strategic Mindset: ability to see and understand cross-departmental and global ecosystem needs.
Project Management: Ability to manage timelines, budgets and priorities for multi- departmental projects.
Processes: Release Management, Agile development, ability to establish and implement new processes.
Technology: well versed in Back-end site management, infrastructure, site architecture
Experienced in strategic planning, financial analysis and budget management.
Experienced managing global ecommerce storefronts
Analytics: Experienced reporting and analyzing consumer behaviors and ecommerce KPIs to make actionable, educated decisions.