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Description
The Co-Op, E-Business Operations is part of a team responsible for ensuring a seamless and stable digital experience across all customer touchpoints that include websites, mobile apps, online procurement, digital in-store, order management and fulfillment. This business role is a key conduit between the technologies that power our interconnected customer experience and the teams delivering new digital products and driving business through the platforms. You will partner closely with IT Development Operations, Digital Product Management, Digital Merchandising, Digital Content Management, Digital Analytics and Data Enrichment teams to support omni-channel experiences in market, the piloting and rollout of new digital products, and will support the establishment of processes, procedures and KPIs to drive operational efficiencies in The Global Architectural Marketing Group. The successful candidate for this role will be a business-minded communicator with a passion for excellent customer experience via operations for ecommerce, order management, mobile and/or web development.
* Support the day-to-day business operation and incident management of the digital experience platform that consists of websites, mobile apps, online procurement, digital in-store, and includes content management, personalization, customer identity/login, ecommerce, pricing, promotions, order management, fraud monitoring and fulfillment.
* Partner with Customer Service and Retail Store Operations on issue escalations, triage, resolution, and process improvements.
* Enable online access for large national customers upon request, demo digital tools when necessary, intake issues from sales team and customers and resolve/log accordingly.
* Partner with release management, quality assurance, development, Digital Product and Digital Merchandising to review defects logged in release cycle testing and assess criticality for each platform code deployment.
* Manage weekly, monthly, and quarterly reporting of key Digital Operations metrics to distribute to various Marketing and IT stakeholders.
* Manage and organize operations content for weekly Digital Operations readouts and quarterly Global Architectural Marketing E-Business team presentations.
* Update and maintain the E-Business content in internal customer resource system at the direction of Digital Operations and Adoption leadership.
* Assist leadership in preparation for customer facing and/or district facing digital demos.
* Update and maintain the Digital Operations Standard Operating Procedure document to ensure relevancy with existing content and add in new processes and procedures should they apply.
Required:
* Availability to work in a long-term co-op (9-12+ months)
* The ideal candidate must be available to work ~37.5 hours per week during the summer and ~20 hours/week during the school year
* Strong Microsoft Office suite experience (Word, Excel, Power Point)
Preferred:
* Exposure to enterprise OMS and Atlassian platforms.
* Experience with monitoring and analytics tools, such as Dynatrace, Tableau, Google Analytics, Glassbox.
* Exposure to integrations between content management, digital asset systems, data management systems.
EDUCATION:
Required:
* Minimum High School education or equivalent
Preferred:
* Must be actively pursuing Bachelor's degree in Marketing, Business, Communications, Information Technology, or a related field
OTHER QUALIFICATIONS:
Required:
* Strong communication skills, both written and verbal
* Good Organization skills, with strong attention to detail
* Ability to consistently meet deadlines without compromising the quality of work
Preferred:
* Experience in eCommerce or digital online experience
* Sherwin-Williams Paint Store Experience
