Is/it Operations Manager Ecommerce

hace 2 semanas

Esplugues de Llobregat, España Nestle Operational Services Worldwide SA A tiempo completo

We are looking for a **Operations Manager eCommerce **to be part of our IT Marketing, Sales and eBusiness Department (MSE).

**Position Snapshot**
- Location: Nestlé Global Tech Hub in Barcelona, Spain
- Type of Contract: Permanent
- Stream: IT Marketing, Sales and eBusiness (MSE)
- Type of work: Hybrid
- Work Language: Fluent Business English

**The role**

In order to complete our Direct to Consumers, Ecommerce Department, supporting Nescafé Dolce Gusto brand, we are currently looking for an Operations Manager.

As the Ecommerce Operations Manager at Nescafe Dolce Gusto, you will play a critical role in overseeing the software sustain process for all countries using our ecommerce platform, which is based on the Adobe Commerce platform and hosted in AWS. You will be responsible for managing a team of L2 and L3 operations specialists, ensuring a smooth sustain process across all geographies. Additionally, you will collaborate with suppliers who manage incidents to ensure efficient resolution and continuous improvement.

**What you’ll do**
- Lead and manage a team of L2 and L3 operations specialists, Tech and Configuration Experts, providing guidance, support, and performance management to ensure the smooth operation of the ecommerce platform sustain process.
- Oversee the software sustain process for all countries using the Adobe Commerce platform as well as Mobile App, ensuring timely incident resolution, bug fixes, and enhancements.
- Collaborate with suppliers responsible for incident and request management, establishing effective communication channels and processes to ensure incidents are resolved efficiently and within agreed-upon service level agreements (SLAs).
- Monitor and analyze ecommerce platform performance metrics, identifying areas for improvement and implementing corrective actions to enhance system stability and reliability.
- Develop and maintain operational documentation, including standard operating procedures (SOPs), incident management processes, and escalation procedures.
- Collaborate with cross-functional teams, including developers, business analysts, and project managers, to prioritize and address sustain-related issues and enhancements.
- Conduct regular meetings with stakeholders to provide updates on sustain activities, incident trends, and improvement initiatives.
- Drive continuous improvement initiatives to optimize the sustain process, reduce incident recurrence, and enhance overall system performance.
- Stay up-to-date with the latest industry trends and best practices in ecommerce operations management, incorporating relevant advancements into the sustain process.
- Lead initiatives to automate processes, reduce P2 numbers, automate requests resolution.
- Lead preparation for big events support such as Black Friday
- Coach your direct reports and support them in their professional development and career aspirations

**We offer you**
We offer more than just a job. We put people first and inspire you to become the best version of yourself.
- **
Great benefits** including competitive salary and a comprehensive social benefits package. We have one of the most competitive pension plans on the market, as well as flexible remuneration with tax advantages: health insurance, restaurant card, mobility plan, etc.
- ** Personal and professional growth** through ongoing training and constant career opportunities reflecting our conviction that people are our most important asset.
- ** Hybrid working environment** with flexible working scheme. Our state-of-the-art campus is dog friendly and equipped with a medical center, canteen and areas to co-create network and chill
- ** Recreation activities **such as yoga, Zumba, etc. and a wide range of volunteering activities.

**Minimum qualifications**:

- Proven experience in ecommerce operations management, preferably in a multinational organization, overseeing sustain processes for Adobe Commerce platforms hosted in AWS.
- Strong leadership skills, with the ability to effectively manage and motivate a team of operations specialists.
- Excellent problem-solving and analytical skills, with the ability to identify and resolve complex technical issues.
- KPI- focused, and hands-on attitude
- Solid understanding of incident management processes and best practices, with experience in collaborating with suppliers to ensure efficient incident resolution.
- Strong communication and stakeholder management skills, with the ability to effectively communicate technical concepts to both technical and non-technical stakeholders.
- Experience in monitoring and analyzing system performance metrics, identifying areas for improvement, and implementing corrective actions.
- Familiarity with ITIL or other IT service management frameworks.
- Ability to work in a fast-paced, dynamic environment, managing multiple priorities and meeting tight deadlines.
- Strong attention to detail and commitment to delivering high-quality results.
- Relevant certifications,

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