SUMMARYThe Senior Manager, Ecommerce Operations is responsible for the day-to-day operational health, stability, and continuous improvement of Citizen Watch America's direct-to-consumer ecommerce ecosystem. Reporting to the VP, Digital Strategy & Operations, this role serves as the first line of defense for all ecommerce technology and platform-related issues, owning the day-to-day management, triage, coordination, and resolution of technical and operational challenges across the organization's digital ecosystem. Acting as the primary operational partner to the VP, this individual ensures websites, integrations, vendors, and digital platforms operate reliably while escalating only the most complex or strategic issues.
This role partners closely with Ecommerce, IT, Customer Service, Finance, Marketing, Merchandising, and external technology partners to support a shared ecommerce platform powering multiple websites across regions and locales, along with its supporting systems. The ideal candidate combines strong ecommerce platform expertise with exceptional project management, technical troubleshooting, and operational execution skills, while thriving in a fast-paced, cross-functional environment.
The Senior Manager will own production support, technical issue management, release coordination, vendor and internal communications, operational documentation, quality assurance, and platform optimization. This role is expected to proactively identify risks, drive issue resolution, improve operational processes, and recommend scalable solutions that enhance platform stability, organizational efficiency, and the overall customer experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Support the developing, managing, and executing CWA's digital acceleration strategy and DTC ecommerce growth plans for six websites: Citizen, Bulova, Accutron, Alpina, Frederique Constant, and Company Store
- Support Salesforce digital platform extensions to other markets (Canada, Mexico, UK); manage and execute rollout of additional locales, train/support local teams as needed
- Own all CWA ecommerce platform operations, updates, and maintenance processes; develop documentation and standard operating procedures specific to our businesses
- Own all website technical integrations with other platforms/services; manage relationships with key digital vendors for fraud management (Forter), payments (Adyen & Marketplace), tax calculation (Vertex/Avalara), email marketing (Klaviyo), UGC/Ratings (Revioews.io), and analytics (Google), and customer service software (Zendesk)
- Own all cookie/CCPA, site tag, geo-location, geo/IP redirect, and accessibility strategies
- Partner with IT on all digital platform-to-backend integrations, UAT, and deployment for new initiatives, updates, and core maintenance / issue troubleshooting; prioritize scalability and propose solutions that accommodate for future needs
- Identify and evaluate new digital technologies that accelerate the business and/or eliminate friction in the consumer experience
- Provide thought leadership to cross-department digital projects; propose and develop solutions for implementation that reflect digital best practices
- Oversee merchandising procedures and strategies for all six websites; train, onboard, and assist with the development of the Director, Site Operations and Merchandising
- Oversee troubleshooting and resolution of front-end, back-end, and consumer issues to diagnose and resolve
- Continue to support adoption of best-in-class digital tools and technologies (Zendesk, Jira) across the organization to drive greater cross-team efficiency and collaboration
QUALIFICATIONS- Proven successful track record of troubleshooting and maintaining digital platforms and ecosystems (ecommerce websites, apps, etc.); experience with Salesforce Commerce Cloud
- High degree of technical acumen and problem-solving skills, with ability to work collaboratively across business, technology and other internal stakeholders
- Strong project management skills with the ability to manage multiple priorities and stakeholders in parallel in a fast-paced environment
- Excellent communication skills and ability to rally large teams around ambitious goals
- Remain informed on key industry trends, including emerging technologies and best practices, to future-proof our digital experiences
EDUCATION and/or EXPERIENCE 6-8+ years of ecommerce, digital platform, or technology operations experience, preferably within a retail or direct-to-consumer environment. Experience with Salesforce Commerce Cloud or a comparable enterprise ecommerce platform strongly preferred.
Annual Salary Range: $130,000.00 - $140,000.00
