Ecommerce Support Manager

Pet Supplies Plus Livonia , MI 48151

Posted 1 week ago

Are you looking for an opportunity to utilize your expertise in eCommerce support to optimize the online customer experience for a national pet supply retailer? Are you nuts about your pets and wish you could bring your dog to work on Fridays? This could be the place for you - come work in our neighborhood!

Pet Supplies Plus is rapidly expanding our eCommerce and OmniChannel capabilities which requires expanding the current IT team. Our solution foundation is based on Microsoft Dynamics AX for core systems and Sitecore for eCommerce.


eCommerce Support Manager

Job Summary:

Pet Supplies Plus is looking for a Support Manager to join our eCommerce team. This role will be an individual contributor reporting to our eCommerce Operations Manager and will work closely with our Digital Product Development, Neighbor Services, Store Operations and Information Technology teams. This role will provide second level support for eCommerce capabilities, develop and maintain support documentation and ensure that supporting teams are up to date on the latest capabilities and tools to assist customers and stores. In addition, the eCommerce Support Manager will become the subject matter expert for eCommerce Store Operations and participate in the testing and rollout of store enhancements. Must be a strong problem-solver that likes to get into the details on a day-to-day basis. Must be able to handle and prioritize multiple tasks, communicate effectively and provide insight into areas of opportunity based on ticket trends and issue analysis. Must be willing to learn as we grow and share a relentless pursuit of achieving our defined vision and goals.

Primary Responsibilities:

  • Develop and maintain the support knowledgebase across all website and eCommerce store operational functions

  • Onboard Customer Services and/or eCommerce Call Center to new capabilities and support processes

  • Define and ensure support Service Level Agreements are met

  • Monitor and report out on support tickets and where issues exist in which process improvements or capability enhancements could optimize the support processes

  • Monitor the performance of the support team and ensure team is performing to established SLAs

  • Assign tickets and monitor support responses

  • 2nd Level Support with escalation as needed

  • Works with IT Technical Support Manager and the eCommerce Digital Product Management team to work through issues that require technical support and/or development

  • Provides input to new development pipeline and capabilities to influence roadmap as it relates to support strategy and enhancements needed

  • Assists in store requirements and testing for enhancements that impact the store

  • Performs other support activities such as the monitoring of product reviews and the accuracy of product details on the site

  • Owns relationship with the Neighbor Services and IT Support teams

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Pet Supplies Plus