Overall Job Summary

The Omni Channel Operations Manager is responsible for delivering overall business operations excellence for our customers from Point of Purchase through order fulfillment. This role will drive growth in various programs including: Subscription, Prescription, Gift Cards, Assembly Services, and others. This role will drive cross-functional system and operational changes through partnership with all areas supporting Omni Channel, including third-party vendor management.

Essential Duties and Responsibilities (Min 5%)

• Measure, monitor, and drive improvement in key operational metrics, including by not limited to Fill Rate, Return Rates, Freight expenses, & SLA’s. 
• Develop and implement solutions to provide and grow robust services to the TSC customer.
• Partner with Product Management team to provide insights and recommendations for enhancing the user’s experience online and offline. 
• Partner with project teams on new initiatives to ensure operational procedures, reporting, and other related aspects are defined before launch.
• Manage and develop direct reports career path and workload. 
• Prepare and present readout to executive level leadership
• Provide project management leadership for cross-functional teams 
• Consistently look for opportunities to improve and drive the business
• Manage vendor contracts, SLA, services, & invoicing.
• Creates presentations, reports, diagrams, flow charts, data analysis, and similar documents for executive level presentation. 
• May perform other duties as assigned. 

Required Qualifications

Experience: 6 years of Ecommerce experience; retail, operations, project management experience including leadership of cross-functional teams, vendor sourcing and management experience 

Education: Bachelor’s degree from an accredited college or university. Any suitable combination of education and experience will be considered.

Professional Certifications: Project Management Certification or Scrum/Agile Product Owner Certification and/or Green or Black Belt Six Sigma Certification (a plus)

Preferred knowledge, skills or abilities

• Understanding of the various fulfilment processes for online orders, including store, DC & vendor fulfillment. 
• Ability to solve practical problems in situations where only limited standardization and ambiguity exists.
• Familiarity with Order Management software and sourcing logic.
• Strong ability to lead projects and influence others towards a common goal
• Capable of independently creating and analyzing data, performing error resolution, and making business decisions.
• Advanced knowledge of Microsoft Office, particularly Excel and Access.
• Strong knowledge of data analysis skills, using Business Objects, Tableau, or other Data Warehouse tools
• Strong verbal and written communication skills
• Experience working in an Omni Channel company that has both e-commerce and traditional storefront presence.
• Ability to work in a cross-functional team environment, while also building strong partner and interdepartmental relationships
• Ability to positively manage conflict, and work in a fast-paced environment
• Ability to write policies, procedures, and executive summaries
• Display detail-oriented approach to work and a self-starter attitude

Working Conditions

Physical Requirements

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.