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Job Req ID:  12022

Job Title:  Director, eCommerce Operations

At Konica Minolta, we give shape to ideas. Our employees collaborate with clients around the world to solve society’s greatest challenges. Our teams thrive on combining diverse perspectives with creativity and an entrepreneurial spirit to fuel innovation and better business performance. Building on our rich heritage as a manufacturer of technology hardware, we harness the power of imaging, information technology and data insights to transform the future of work. Our IT and cloud solutions enable organizations to be competitive and protected in an ever-changing world. Together we rethink what’s possible. 

 

Join our team today!

Position Objective

The Director, eCommerce Operations will guide the Operations team in delivering an exceptional customer eCommerce experience.  The incumbent will be the functional owner of all technical responsibilities ranging from software implementation and management, to systems administration and optimization, to operational guidance and support. This role will be a key leader of the eCommerce team, and will be responsible for owning programs and partnerships that are managed end to end for launch / deployment at scale. The role will be a key driver in the building of internal and external partnerships, UX requirements and the portfolio of products and services.

Essential Job Functions

• Work closely with COE Lead and other team members to implement solutions and drive global and regional priorities. Proactively identify and mitigate issues and potential obstacles in meeting business objectives and priorities.

• Lead multiple highly complex and critical business processes/systems that require design, implementation or integration of technical solutions for the eCommerce team.

• Leads a cross functional geographically diverse team from implementation to execution by clearly communicating expectations and outcomes through alignment with the project and organizational strategy

• Manage the eCommerce project day-to-day as well as escalations, questions and issues.  Recommend optimizations to triggers, workflows, API connections, as well as new processes. 

• Partner with subject matter experts to drive delivery and adoption of the program.

• Work with the analytics team leads to develop strategy for platform operation as well as customer experience and utilization.

• Collaborate and partner with the eCommerce team to determine the technical solutions to address business needs or improvements. 

• Drive the technical implementation of various eCommerce project initiatives, such as routing ticket types to specific actions such as chatbots, live chat, or call center contact.

• Impact operational KPIs such as Self-Service Rate or Cart Abandonment by implementing automations and optimizations.

• Manages the performance of the team through the consistent application of performance standards, and knows when to provide performance improvement when needed.

Competencies (Knowledge, Skills and Abilities)

• Proven track record of success in developing relationships and collaborating with cross-functional teams both internal and external.

• Passionate about the customer experience, excited by finding ways to optimize workflows and processes for our customers

• Proven success in influencing and driving decisions in a highly matrixed, multicultural global team and organization.

• Demonstrable innovative approach to finding solutions.

• Appreciates that diverse perspectives create better solutions.

• Provides coaching and development opportunities to team members.

• Capable of managing geographically dispersed internal teams and external partners

• Comfortable operating effectively in a dynamic and ever changing environment that may require quick reprioritization and execution.

• Embraces the concept of continuous improvement by seeking feedback and having the willingness to change and adopt new ways of working.

• When faced with challenges he/she/they will see them as opportunities to grow and learn.

Experience, Educational Reqts and Certifications

• Bachelor’s Degree in Business or equivalent experience.  MBA or Master’s Degree preferred.     

• 8+ years of progressive experience, preferably with a background in operations, administrator, marketing or analysis. Prior experience in the B2C, B2B or eCommerce would be a plus.

• Experience in agile development and change management processes, comfortable with ambiguity in a fast-paced, rapidly changing environment, both internally and externally.

• Experience in building diverse teams to not only meet the project objectives but the overall organizational strategy.

• Start-up experience working in complex operational environments a plus

• Experience developing detailed action plans and driving accountability for closure and identify the plan of action for addressing the anticipated needs

• Experience implementing improvements - evaluating continuous improvement opportunities, seeking feedback, and executing the improvement.

Konica Minolta Offers:  

  • Outstanding benefits package (including medical, dental, vision, life insurance)
  • 401(k) plan with matching company contribution
  • Generous holiday and paid time off schedules
  • Ongoing professional development training
  • Visible, exciting work supporting sales of cutting edge technology and workflow solutions.

 

Join Konica Minolta and help drive innovation as we transform the Workplace of the Future.™

 

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.


Nearest Major Market: New Jersey