Digital River is a pioneer in enabling brands to sell direct to their customers online. For over 25 years, established and fast-growing brands alike rely on our flexible, API-powered solutions to launch new eCommerce purchase options, localize transactions in new countries, and simplify the technology and services needed to support their online channels. It boils down to Digital River taking risk and responsibility on behalf of our clients to process payments, mitigate fraud, and handle taxes and regulatory compliance.

Digital River is a digital first company headquartered in Minneapolis with offices across the U.S., Asia, Europe and South America.

The Sr Customer Operations Specialist manages the day-to-day operational activities for one or more medium and/or large customers and serves as the primary customer relation first point of contact. This position assists in serving large, strategic customers. The Sr Customer Operations Specialist is a Subject Matter Expert (SME) on the use of one or more business applications and/or in one or more business processes.

Key Responsibilities

Customer Focus / Support

• Responsible for day-to-day operational oversight/shared ownership of multiple medium to large customer accounts
• Serves as the first point of contact for customers to include support for, but not limited to, merchandising products, new product set-up in catalog, store configurations, gather, validate, review data, implement, test, edit changes and technical customer communication
• Provides regular updates to customers in support of new releases and/or other technical issues / updates
• Resolves customer concerns raised during implementation, operation and daily maintenance of a variety of business applications in a timely manner
• Reports incidents internally and externally; assist in managing incidents to appropriate and efficient resolution
• Provide regular recommendations on process, tools and business improvements
• Document technical issues to support product quality programs and product development

Process, Project and Documentation Management

• Collaborates with and may assign resolution of tasks to internal and/or external resources, provides follow up to ensure compliance, timely completion and operational continuity
• Consults with customers on requirements and collaborates with Customer Success team and key stakeholders to produce scope documentation for projects
• Provide ongoing overview to customers, Customer Success Operations team and other key cross-functional participants on status of work being performed, policy updates/changes, etc.
• Functions as a SME to internal and external resources in one or more business applications/processes
• Works closely with Fraud team to prevent abuse
• Contributes to the maintenance of a central source/repository for all Customer Success Operations processes, procedures, tools, documents and best practices to enable continuous process improvement along with creation of scalable and repeatable process capabilities
• Supports the implementation of new strategies by working with cross functional as well as domestic and international teams

Customer Relationships / Consulting & Governance

• Serves as a consultant to customers by providing recommendations for site optimization and continuous process improvement
• Gathers feedback and share relevant information during customer site visitations
• Understands the customers strategic and tactical objectives and anticipate how this impacts current and future needs: identify potential gaps in services and/or capabilities and provide targeted recommendations
• Consistently gathers and share data to monitor events, traffic, system errors and other with key stakeholders
• Provides training to customer and other key stakeholders on relevant business applications
• Support customer policy changes to include facilitation of change management plan with appropriate stakeholders and communication impacted individuals
• Leads the planning, design and implementation of operational processes
• Stays abreast of current trends, pricing and technology in the industry

Required / Minimum: 

• Bachelor’s Degree in Business/Technology/related field and/or combination of education and experience
• 5+ years of direct experience in Customer Operations and directly interacting with Customers
• Intermediate understanding of SQL, application programming and system design
• Direct experience in eCommerce or internet related projects including a strong understanding of the e-commerce workflow and supporting processes
• Experience managing multiple medium projects simultaneously
• Strong troubleshooting, knowledge sharing and collaborations skills
• Solid verbal and written communication, relationship building and interpersonal skills

  Preferred: 

•  
• Knowledge and experience working with Microsoft Windows and Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Ability/Aptitude to learn new program platforms and software as requested
• Proven results in a complex, often ambiguous environment
• Experience in customer relationship management
• Excellent organizational skills

Disclaimer

The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.  

WHY DIGITAL RIVER:

Digital River provides numerous benefits to our employees. Benefits include:

Digital River is “Digital First”, meaning virtual working is the primary experience for most of our employees. This means that we are flexible on location for the majority of roles that we are recruiting for. If “Flexible on location” is listed on job posting, that means the role can be in any of the locales that we currently have entities in:

USA – Ireland – UK – Germany – Taiwan – Japan - China

While we would love to showcase and reminisce about our wonderful on-site benefits pre-pandemic (Bring your dog to work, onsite Starbucks, onsite Gym, Beer Thursdays, Rooftop Terrace, on-site masseuse, to name but a few), We still offer great benefits to support YOU regardless of where you are sitting, Medical, Retirement benefit, paid parental leave for new parents globally, and the list goes on. What we are focusing on is providing a meaningful employee experience with benefits that are most meaningful and not measurable in $£€. Flexible working schedule.

Digital River supports and embraces a diverse workforce as an Equal Opportunity Employer and strives to provide a work environment free from bullying, harassment, and discrimination. Employment decisions are based on business needs, job requirements and candidate skills. Digital River does not discriminate based on gender, race, ethnicity, national origin, sexual orientation, age, disability, veteran status, family status or any other status protected by the laws or regulations in the locations where we operate.

Digital River is also committed to providing reasonable accommodations in our hiring and onboarding process. Within that process your Talent Acquisitions Partner will assist you further.

Be (R)evolutionary, Be Powerful, Be Driven, Exceptional, Together, Be YOUnique