E-commerce Operations Specialist

  • Baarerstrasse, Zug, Switzerland
  • Full-time

Company Description

Canada Goose isn't like anything else. We’ve built something great, something special – an iconic lifestyle brand with an inspirational and authentic story. Our purpose-based platform HUMANATURE and philosophy that humans are a part of nature and nature is a part of us informs everything we do. From the materials we use to the products we make, everything is meticulously crafted and built to last. At Canada Goose we endure any condition, observe every detail, and take the long view in order to keep the planet cold and the people on it warm. Here, opportunities are everywhere – to try something new, to learn, to do meaningful and impactful work, and they’re yours for the taking.

Job Description

Our successful eCommerce team is looking for an eCommerce Operations Specialist to join the EMEA office.

The Operations Specialist role blends an excellent understanding of end to end ecommerce operations and project support. The role will be responsible for monitoring back-end processes, such as OMS, warehouse operations, customer service, logistics and payment as well as supporting the front-end operations. Work with internal and external partners to ensure that all processes, requirements, and steps necessary for a successful operation are maintained, identified, tracked, and optimized where necessary.

Key Responsibilities:

  • Support the ecommerce operations manager in all day to day businesses in the areas of OMS, CMS, warehouse operations, payment, logistics and customer service as well as in frontend operations
  • Monitor and be the main point of contact for vendors’ in all day to day operations and interface with other functional areas, including Marketing, Stores, Logistics, Finance, Customer Experience, and IT
  • Triage or directly resolve inquiries from end-consumers / customer experience agents, by being the main point of contact for ecommerce related escalations
  • Support evaluation of customer feedback and optimization of processes and systems to continually improve customer experience and service level delivery
  • Monitor payment performance and approval rate, and resolve any frictions in the order flow
  • Create reporting on all relevant KPI and SLA
  • Support in providing business cases and existing process analysis as needed
  • Provide analysis of existing markets to determine best practices and necessary localizations
  • Create training documentation and delivery of training as needed for new solutions or processes
  • Support small and mid-size projects within the responsibility area by playing an active role in project and/or providing requirements, documentation, and UAT

Experience, Education and Designations:

  • Bachelor’s degree in Business Administration, Ecommerce, Marketing or similar
  • 2+ years of retail ecommerce operations experience
  • Experience in Front End and Back End operations for retail ecommerce
  • Experience with market & customer analysis as well as ecommerce best practices
  • Experience with Jira / Confluence is a plus
  • Experience with SFCC is a plus
  • Good understanding of process and process development

Knowledge, Skills and Attributes:

  • Outstanding written & verbal skills in English (multi-lingual abilities considered an asset) 
  • Strong detail-oriented problem solver with positive approach to taking on challenges
  • Consistently exhibits Canada Goose’s Values, taking pride in being innovative, respectful, passionate, accountable, and entrepreneurial while exhibiting personal commitment
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