About the Role
Are you customer-obsessed, smart, and analytical? Do you have a strategic yet execution-focused mindset? If you’re passionate about e-Commerce and want to be a part of one of the fastest growing and most innovative e-commerce businesses, this opportunity will appeal to you.
We are looking for a metrics and results-oriented program manager who will play a key role in improving customer experience and growing our business.
This position will ensure the best customer experience in the company Now by driving projects focused on catalog enhancement, displaying meaningful and correct information to customers, and improving search performance. The responsibilities will directly impact customer buying decisions and the online user experience.
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Key Job Responsibilities
- Ensure product listings are accurate for new and existing products.
- Troubleshoot and drive resolutions to ensure reliable and operationally effective flow of products; improve processes and reduce discrepancies.
- Collaborate with vendors to establish efficient processes and SOPs.
- Work with various internal teams to drive tools and process improvements that affect catalog management workflows.
- Conduct appropriate data-oriented analysis and execute process improvement projects to achieve operational and business goals.
- Manage stakeholder communication across multiple lines of business pertaining to operational milestones, process changes, and escalations.
- Proactively identify issues and opportunities in catalog/customer experience of listed products, and respond accordingly while engaging cross-functional teams when necessary.
- Analyze and share relevant metrics and best practices from executed initiatives across the organization. Build relevant dashboards and publish reports to ensure business progress.
- Contribute to Business Review meetings with customer experience insights and data-backed decisions.
A Day in the Life
Understand and adhere to the guidelines for listing products in the company Now at all times. Dive deep to understand different systems and processes impacting customer buying decisions. Identify root causes for product detail defects and collaborate with category Subject Matter Experts and Tech teams on implementing corrective and preventive actions while identifying opportunities for automation. Analyze data, pinpoint gaps, recommend solutions, and drive/influence inter-functional decisions.
Basic Qualifications
- 1+ years of program or project management experience.
- Knowledge of SQL and advanced Excel (including array and statistical formulas).
- Experience using data to influence business decisions.
Preferred Qualifications
- Knowledge of analytics and statistical tools such as SAS, PowerBI, SQL, and ETL/DW concepts.
- Familiarity with visualization tools such as Tableau, Datazen, and SSRS.
- Experience in back office operations, escalation management, and troubleshooting environments.
Inclusive Culture
Our inclusive culture empowers individuals to deliver the best results for customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please reach out for more information.
