Process Manager - iStore/Myclopay

We currently have an opening for a Process Manager- iStore/MyClopay The Process Manager, iStore / MyClopay is responsible for leading the daily execution, management, enhancement, and operational oversight of Clopay's primary B2B digital commerce and dealer portal platforms, iStore and MyClopay. Reporting directly to the SVP, CX, this role serves as the dedicated product owner and subject matter expert for iStore and MyClopay, driving user adoption, managing feature roadmaps, facilitating user acceptance testing (UAT), and ensuring seamless integration with underlying enterprise data assets and backend systems (Oracle ERP, pricing engines, CRM, etc.). The incumbent collaborates closely with dealers, sales, eTools team, PDM team, IT, customer service, and product management to optimize portal functionality, streamline ordering, order inquiry, invoice processing, and account management workflows, and deliver an exceptional user experience Program and Product Execution 3 Partner with the eTools team and stakeholders to translate the broader digital strategy into actionable development roadmaps and user stories specifically for the iStore and MyClopay platforms. 3 Serve as the primary business liaison to IT and external development vendors, participating in agile sprint planning, backlog grooming, and stage-gate project management processes. 3 Define requirements for new features, order entry automations, order status tracking, account management self-service capabilities, and pricing/validation logic within iStore and MyClopay. 3 Oversee comprehensive User Acceptance Testing (UAT), authoring test scripts, coordinating user testing groups, and validating release readiness prior to deployment. Dealer Engagement & Support 3 Serve as the primary operational point of contact and champion for internal teams and external dealers utilizing iStore and MyClopay. 3 Gather continuous qualitative and quantitative feedback from dealers, customer care, and field sales teams to identify pain points, functional gaps, and enhancement opportunities. 3 Design, build, and deliver robust training programs, documentation, quick-reference guides, and video tutorials to drive dealer onboarding, order accuracy, and ongoing proficiency. Data Integrity and Performance Optimization 3 Partner with PDM, IT, and business owners to ensure accurate synchronization of Customer Master data, product catalogs, pricing rules, order status feeds, and inventory availability within iStore and MyClopay. 3 Define, monitor, and report on key performance indicators (KPIs) for iStore and MyClopay, including active dealer portal adoption, digital order entry rate, order accuracy/error reduction, and self-service utilization. 3 Utilize analytics and user feedback to recommend continuous improvements that eliminate order entry bottlenecks, reduce administrative overhead, and improve dealer satisfaction. Leadership and Cross Functional Collaboration 3 Work cross-functionally with Sales, Marketing, Product Data Management (PDM), Supply Chain, and Customer Experience teams to ensure iStore and MyClopay align with commercial objectives and promotional campaigns. 3 Present status updates, release notes, and performance metrics to key internal stakeholders. Qualifications include: Education: Bachelor's degree in Business Administration, Marketing, Information Technology, Data Science, a related field or relevant experience. Experience: Minimum of 3+ years of progressive experience in product management, digital strategy, or IT business analysis, with a focus on customer-facing or B2B digital tools and platforms. Proven experience leading without authority and driving cross-functional project teams.