Senior Manager, Global Digital Operations
Posted on Jan 20, 2019 by Cole Haan
The Global Digital Operations Manager role will have an overall responsibility for leading the execution of Cole Haan's online presence internationally. Partnering with key cross-functional partners throughout the organization, they will play a key role in facilitating the launches, growth and optimization of our global reach in the digital space. A focus on the operational and customer experience aspects of Cole Haan's online presence will be of paramount importance.. Works with Director of Digital Operations, channel stakeholders and cross-functional partners to support new country rollouts and requirements gathering. On an ongoing basis, owns the relationship with 3rdparty global commerce vendor, develop an understanding of each global market's specific needs, and the vendor's capability to support the following (alongside cross-functional partners where needed):. Software and integration points. Product/assortment and site customization. Logistics -- shipment, returns. Payment processing. Customer service. Partners with cross-functional team leads to collaborateon country-specific:. Site management and creative needs. Product assortment and pricing. Marketing strategy and plans. Customer service and experience. Logistics. Works with Operations management to include a global view within our operational KPI reporting, analyzing data and current trends, and identifying risks and opportunities. This is inclusive but not limited to Returns, Shipping, and Cancellations.. Support, and analyze the effect of global selling within the context of Digital Operations, and how these offerings can best be optimized for best top and bottom-line impact. Frequent reporting and analysis should be provided to measure performance of global markets towards total digital business. Act as a liaison between Cole Haan and 3rd party vendor Customer service management, alongside Cole Haan Customer Service management to monitor customer needs and execution of high-quality service to global markets. Working with Digital Operations Director and Fraud prevention teams/vendor to optimize fraud/reseller/promotional abuse rules and screening, keeping rejections and bad debt/risk low, while ensuring Cole Haan is protected against abuse in these areas. Requirements:. Bachelor's degree or equivalent experience required. Minimum of 3 years' experience in ecommerce and/or digital environment with preferred experience in international and operations. Ability to build and maintain productive relationships with peers and cross-functional teams, along with 3rd party vendors. Goal oriented: ability to stay focused on creating winning results, along with eagerness to learn and grow in the company. About Us:. Cole Haan is a pioneer in inventing and reinventing modern dress footwear, bags and accessories through our ZeroGrand and GrandSeries product lines. Customers who seek style, versatility and comfortable function in their products come to Cole Haan.. Cole Haan is rapidly growing in the United States and abroad. The brand is sold in more than 45 countries through 110 branded retail stores within the United States, 200+ branded store and shop-in-shop locations internationally, on our global digital flagship, colehaan.com, and within leading department store and specialty retail partners throughout the World.. Our headquarters is in Greenland, New Hampshire. We have offices in New York, Tokyo, Hong Kong, London, Amsterdam and sourcing offices in Asia.. We seek hard-working employees who are entrepreneurial-minded, solutions-oriented team players who accept and own accountability, model integrity, value individuality and diversity, encourage teamwork and inspire creativity.. Glassdoor has millions of jobs plus salary information, company reviews, and interview questions from people on the inside making it easy to find a job that's right for you.