Ecommerce Product Operations Manager

4 weeks ago

Denver, Colorado, United States Alterra Mountain Company Full time
Job Summary

The Ecommerce Product Operations Manager plays a critical role in our ecommerce ecosystem, leading a team of product analysts to ensure accurate and timely delivery of our destinations' ski/snowboard, lodging and activity products for customers to book online. We are looking for someone with a strong process orientation who can develop, instrument and optimize processes which maximize team efficiency and satisfaction while also providing outstanding experience for internal business partners and customers.

This position requires excellent management/leadership, communication and time management skills and strong attention to detail. The Ecommerce Product Operations Manager is responsible for product related incident response and triage and prioritization of vendor product defects.

Key Responsibilities

  • Build and manage a team that executes large scale product builds for Alterra Mtn Co's ecommerce platforms. Includes taxonomy, product setup, attributes, pricing and promotions.
  • Establish, execute and optimize process for collecting new product build requirements and product change requests.
  • Ensure product submissions adhere to enterprise standards and develop workflow for addressing submissions that vary from standard. Ensure destinations submit complete requests.
  • Partner closely with the merchandising team to implement product optimization tests
  • Strong communication/leadership skills
  • Ensure product build process is high quality in all aspects: presentation to guests, content, imagery and mapping to downstream systems. Develop processes for ongoing quality control and go live quality checks.
  • Own customer relationship management & service delivery with lines of business product owners, destination leads, contact center teams and revenue management
  • Revise & improve business processes when needed. Find and prove application for efficiencies for product build and UAT. Develop reporting to measure team effectiveness and efficiency on executing the product build process.
  • Identify opportunities to pro-actively adjust systems and process to changing market trends and product and support requirements or stakeholder requirements.
  • Measure team throughput to effectively schedule work for customers and forecast what the team can support; model how the team can scale as additional destinations come under the team's responsibility
Requirements

  • 3+ years managing a customer service support team
  • 3+ years in a leadership role; mentoring, developing and coaching a team of individual contributors
  • 3+ years in product operations
  • 3+ years in software systems (ecommerce systems preferred)
  • Retail / high product volume environment experience preferred
  • Strong process orientation and mindset, with a proven track record of developing and instrumenting cross functional / multiteam processes
  • Proven ability to communicate effectively and document requirements for varying levels of organizational stakeholders and across business units
  • Demonstrated understanding of fundamental requirements for a successful support desk
  • Experience working with standard ticketing systems and technology productivity tools, such as Freshservice, Jira, Lucidchart (or other flowcharting / process tools) and the Microsoft Office suite (Excel, Word, PowerPoint)
  • Excellent written and verbal communication skills
  • Experience in project scheduling, estimating, forecasting
  • Domain knowledge of hospitality, travel, and leisure industries
Education Requirements

  • Bachelor's degree in a travel, leisure, product or customer service or 5+ years managing a customer service or product operations or equivalent experience

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