Manager, E-Commerce Technical Operations

Job Description

WHAT WE DO MATTERS:

Here at The Knot Worldwide, we believe in doing work that matters. In 16 countries around the world, our leading family of brands (The Knot, WeddingWire, Bodas, Hitched, The Bash, The Bump, and more) inspire, inform, and celebrate our communities as they move through life’s milestones. Our couples and business partners depend on us. They're all in. So are we.

ABOUT THE MANAGER, E-COMMERCE TECHNICAL OPERATIONS ROLE AND OUR TEAM:

The Manager E-Commerce Technical Operations for The Knot Registry Store is responsible for the effective daily execution and viability of e-commerce sites and mobile applications at The Knot World Wide, specifically in the area of The Knot Registry Store.

This is a high-impact and critical function in the organization, and requires an attentive, organized, and direct leader who is not afraid to make decisions in a fast-paced environment. This individual will understand and appreciate the gravity of owning a system that processes 10s of millions of dollars in commerce transactions, the customer service and reputational impact poor performance would have on the company, and will ensure best-in-class experiences for our users.

• Responsible for effectively collecting issues, assessing the severity of production issues, working with the appropriate teams for analysis and resolution and routing to the appropriate teams to ensure issues are resolved in priority order to maintain operational excellence for users.
• Monitor site performance (both technical and financial) and collaborate with Departmental and Executive Leadership, Business Teams, Product Management, Program Management, and Engineering teams to call attention to issues and scope future enhancements
• Responsible for managing the teams who support the Knot Registry and Retail Registry team that work on the systems that underlie consumer-facing e-commerce properties, including BigCommerce, Magento E-commerce, Mirakl marketplace, Avalara and various other platforms
• Partner with the Merchandising and Business Development teams to ensure smooth processes and handoffs in seller onboarding.
• Work closely in conjunction with our cross functional teams especially Product and Engineering teams to communicate new integrations and any changes in current workflow with sellers in our marketplace.
• Work with the Associate Director of Ecom Ops to identify trends and issues, quantify the cost and benefits of resolutions, and find efficient ways to anticipate and proactively address production issues.

PRIMARY RESPONSIBILITIES:

• Manage the systems and processes to monitor, collect, prioritize, assign, track, and report on resolution of production issues
• Partner with the Associate Director of Ecom Operations to develop operational SLAs with internal and external support functions and report to departmental and executive leadership on the resolution of issues and the velocity of resolutions for existing and new e-commerce projects and functions

• Act as the primary day-to-day relationship owner with BigCommerce, Magento, Mirakl, Stripe, Avalara, and other third-party partners
• Partner with our CX team when troubleshooting issues and communicating with sellers.
• Evaluate new systems and tools and identify areas for improvement & efficiency
• Participate with the Associate Director of Ops in contract and vendor review when establishing new vendor relationships.
• Ensure partners are adequately accounted for and part of operational SLAs and a results-and-accountability focused ecosystem
• Ensure partners meet SLAs and participate in the evaluation of the quality of partnerships and advise on changes needed in contracts and services

• Participate with legal and security teams when reviewing contracts and establishing new vendor partner relationships.
• Partnership with the Build & Product development teams to ensure any changes to current foundation are documented and communicated out to the business teams.
• Collaborate cross-zone and cross-squad to ensure e-commerce function is appraised of and communicating changes that impact other functions and application in the organization
• Collaborate with cross-zone and cross-squad to resolve issues that require attention from other teams
• Document training guides required for the systems and tools used by our business partners when new features and functions are implemented.
• Collaborate with cross functional business teams to create test plans and execute proper UAT ensuring team's needs are met when new features are introduced.

LEADERSHIP CHARACTERISTICS

• Results and Execution Orientated – High energy, results-driven, determined, flexible, with a disciplined work ethic. Measures and tracks business results and best practices
• Proactive Communication – Champions a climate of systematic open communication and participation across the team
• Partnership and collaboration - Works well with others and knows how to collaborate and partner with cross functional teams.
• Teamwork - encourages teamwork through challenging work and motivates others to create successful outcomes.
• Has a proven track record of working with diverse individuals and teams and holding them accountable

SKILLS & EXPERIENCE REQUIREMENTS

• Bachelor’s degree in business, technology or systems management discipline or equivalent experience
• 5-7 years of increasing responsibility in a technology, program, project management, business analysis or e-commerce role
• Prior experience with Order Management Systems and Platform Migrations.
• Prior experience with a marketplace platform such as Channeladvisor, Spreetail, Shopify, Mirakl or Commercehub strongly desired
• Past experience with an enterprise Ecommerce CMS like Contenful, BigCommerce Magento or Salesforce Commerce Cloud (Demandware) strongly desired
• Prior experience in program, product, project or delivery management in an Agile or Scrum environment preferred
• Experience with Contentful and Smartsheets is preferred.
• Expert-level understanding of ticketing/PMiS systems like JIRA, Pivotal, and Asana
• Experience managing a departmental budget and meeting financial KPIs

At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!

WHAT WE LOVE ABOUT YOU:

• You Dream Big. You iterate and experiment to drive innovation.
• You Love Our Users. You keep our global community at the center of everything you do.
• You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.
• You Hustle Every Day. You favor urgency and own your outcomes.
• You Win Together. People are at the heart of our success and you play as a team.

WHAT YOU LOVE ABOUT US:

We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter both in and out of the “office”. We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.

​​TKWW’s approach to the future of work: At the onset of the coronavirus pandemic, TKWW pivoted all global employees to remote work while prioritizing physical and mental wellbeing. While the majority of our global offices are open and available at this time, all TKWW employees have the ability to work remotely full time through the length of 2022. Upon entering our “new normal”, TKWW will pilot a hybrid work model where employees will have additional flexibility. (Note: employees who were hired into remote positions will continue to work fully remotely.)

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US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.