As Digital Operations Specialist, you will support the Global Head of Digital Operations in providing sound technical leadership in all aspects of digital technology and service delivery across our global ecommerce operation and vendor network.
Key Responsibilities:
1. Support the day-to-day site monitoring of the Portmeirion Group digital channels, focusing on performance, channel availability, and customer journey to realize the full sales potential of the channels.
2. Understand the eCommerce team requirements and create user stories in Jira / Dev Ops, managing the stories with our digital agencies.
3. Monitor all key apps, data feeds, and integrations to ensure effective and compliant operation of all Portmeirion Group websites.
4. Provide issue/defect management and impact analysis to support delivery of process improvements and change.
5. Continuously monitor digital channel activity, identifying problems/defects and solutions for issues impacting site operations and digital channel customers. Escalate identified issues accordingly and work proactively with wider business and technical teams.
6. Build and retain incident escalation and prioritization processes with technical and business teams.
7. Maintain a consolidated list of prioritized defects for future fixes and development, ensuring that commercial requirements are understood and communicated.
8. Conduct daily or weekly stand-ups with both internal and digital agencies.
9. Support the ecommerce team to create and deploy CMS enhancements and templates.
10. Provide pre/post support for major change release activity, reporting and providing insight on traffic to the Digital channels, including usage, trends, and customer satisfaction/feedback.
11. Provide out-of-hours emergency operational support on a rota basis with the leadership team.
12. Communicate to senior stakeholders during and after Major Incidents, or high-risk and key event periods.
13. Be aware of business change, ensuring that stakeholders are always informed of releases and developments taking place across the domains.
14. Continuously improve processes, ways of working, and efficiencies.
15. Keep internal documentation updated per new features release.
16. Manage assigned small-scale projects within established scope, schedule, budget, and transfer to BAU.
Skills and Experience:
1. 5+ years in similar roles, working with a number of ecommerce platforms, ideally Salesforce Commerce Cloud and Adobe Commerce.
2. Knowledge of administering a CMS and of HTML, CSS, PHP & MySQL.
3. Full software development lifecycle experience, including agile, release cycle management, and hands-on testing across multiple webstores.
4. Use Jira and/or Azure Dev Ops, ClickUp to raise bugs and prioritize with key stakeholder feedback to the relevant Development Managers.
5. Experience in managing 3rd party systems integrators, agencies, and technical vendors.
6. Desirable to have experience of re-platforming and redesigning websites.
7. An understanding of systems architecture – how various systems and data flows in support of an e-commerce platform.
8. Understanding of eCommerce payment gateways and processes, order management, and data flows into ERP and data security.
9. Experience in an operational or managerial role delivering multiple tasks or work streams to achieve targets within a fast-moving environment.
10. Technically minded with the capacity to develop technical understanding and expertise across a wide variety of systems, processes, and subjects.
11. Ability to translate problems and queries into language that is useful to both business and technical colleagues.
12. Calm under pressure with strong organizational and delegation skills.
13. Comfortable liaising with and influencing a wide variety of stakeholders, including at a senior level.
14. Good time management skills and ability to motivate others in demanding, time-critical situations that require action.
15. Ability to communicate complex processes in a simple way to wide audiences including senior management teams and individuals.
16. Developing and maintaining vendor and stakeholder relationships.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Glass, Ceramics and Concrete Manufacturing
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