Director, eCommerce Operations
Cymax View all jobs
- Vancouver, BC
- $110,000-130,000 per year
- Permanent
- Full-time
- Lead the development and monitoring of operational performance metrics leveraging data from vendors, carriers, marketplaces, etc., identifies gaps and/or opportunities, and initiates the action plan to drive the desired business outcomes
- Spearhead creation and alignment of goals / OKRs and defined KPIs across teams
- Analyze team performance to drive improvement in KPIs and close performance gaps
- Strategic planning and forecasting for peak times and recruitment, along with budget forecasting
- Key contributor in cross-functional teams to troubleshoot issues and follow through on their resolution with both technology and operational considerations
- Partner with the product team to advocate for our customers by voicing their feedback that should be considered in our strategy and initiatives.
- Develop and maintain relationships with key stakeholders throughout the business to build a comprehensive knowledge of business activities and operational capabilities, issues, and opportunities.
- Serve as a strategic expert to drive the successful execution of key development milestones, ensuring technology and analytical solutions translate into measurable operational impact
- Identify opportunities, support implementation and execution of strategic initiatives that impact Operations, including AI and automation driven solutions
- Leverage automation and AI solutions to improve processes and workflows
- Manage the day-to-day activities of the team - coordinate with managers and team leads to assign priorities to meet SLAs across eCommerce platforms and channels
- Overall responsibility and accountability for the quality and timeliness of the project deliveries, resource management, technical support for team members and communication
- Build and maintain a high-performing team by fostering a culture of excellence, collaboration, and continuous improvement.
- Provide day to day leadership of direct reports including 1:1’s, coaching sessions, mentorship, performance reviews, recruitment & orientation of new team members to maximize performance and team development
- Manage in-house team and offshore resources, including staffing and budgets, ensuring optimal allocation to support business objectives.
- Collaborate with senior leadership to develop team growth plans, strategies, and roadmaps
- 5+ years of contact center experience
- 7+ years of leadership
- 3+ years of managing leaders
- Prior eCommerce customer service management experience and subject matter expertise, preferably in the furniture/home industry
- Completion of a bachelor's degree preferred
- Intermediate/Advanced Microsoft Office
- Impact: Your work will directly influence the success and growth of our business.
- Growth: Opportunities for professional development and career advancement.
- Hybrid-First Environment: Embrace flexibility and choice.
- Culture: A collaborative and supportive work environment where your contributions are valued.
- Grit & Agility: Forge Ahead, Pivot Fast
- Accountability: Bring It, Own It, Commit
- Go the Extra Mile: We Go Above & Beyond
- Understand the Map & the Terrain: Master the Details & the Big Picture
- Data Drives Decisions: Absorb Complexity & Transmit Clarity
- Think Beyond Today: Tomorrow's Vision, Today's Action
We are committed to transparency in our hiring process. The expected salary range for this role is between $110,000 and $130,000 depending on various factors including experience, skills, training and certifications, market demands, and organizational needs. Our salary ranges are determined by role, level and location.We offer a comprehensive range of benefits which includes:
- Health and wellness support for our team members and their families including an employee assistance program
- 100% paid health and dental benefits in Canada
- Paid time off
- Easy access to online and phone-based counselling services
- And a hybrid-first flexible work environment.