eCommerce Project Manager, Post Order Ops - Hydro Flask job Bend Oregon
eCommerce Project Manager, Post Order Ops  - Hydro Flask job Bend Oregon
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eCommerce Project Manager, Post Order Ops - Hydro Flask Job

Employer Name: SpiderID: 10474883
Location: Bend, Oregon Date Posted: 5/6/2021
Wage: Negotiable Category: Wholesale
Job Code: R0002570

Job Description:

Join our Hydro Flask Team at Helen of Troy as an eCommerce Project Manager, Post Order Ops and make an immediate impact on our trusted brands. Together, we build innovative and useful products that elevate people's lives everywhere every day. As the world's premier company for insulated products, Hydro Flask began with a challenge: to create a reusable water bottle that truly performs in any environment. It had to keep hot liquids hot and cold liquids cold. Period.

Do you love unique problems and challenges? We are a group of hard-working people and outdoor enthusiasts who are constantly putting our products to the test and delivering "ahh" experiences to engaged consumers worldwide. We live our brand values every day, supporting a reliable, playful, adaptive, honest, inclusive, and unconventional culture where employees can learn, thrive, and grow.

Our Hydro Flask Team is based in breathtaking Bend, Oregon. There is a desert to the East of town and mountains to the West. Our geography says a lot about who we are. We bike, ski, swim, do yoga, run, hike, and play outside. We grill and share kombucha and growlers in our backyards. We go for it wholeheartedly. That may sound like the weekend, but that is how we live every day of the year. We also offer a casual and dog-friendly environment!

What you will be doing:

The Ecommerce Program Manager of Platform & Post Order Operations will lead, influence, and drive both Hydro Flask & OXO brands toward outstanding consumer purchase and delivery experience within direct-to-consumer (DTC) ecommerce channels. This person will drive platform and post order operations, encourage new and innovative processes. You will also be accountable for crafting the consumer experience at each touch point of checkout, fulfillment, delivery and post order messaging for DTC eCommerce.

You will ensure each consumer’s order experience with our brands’ DTC ecommerce channels will feel supported, informed and seamless. This success will lead to strong brand sentiment, increases in consumer retention and increased lifetime value!

  • Consistently evaluate processes/journey maps to develop efficiencies and drive improvement initiatives, demonstrating persona and voice of customer information as well as platform experience (i.e, mobile vs desktop vs other future drivers).
  • Project management and ownership of various projects which intersect with Ecomm/DTC consumer post order experience lifecycle.
  • Analyze information, evaluate results, and synthesize findings with business goals and build business cases that effectively advise and drive business operations.
  • Teamwork with International Teams to ensure regional support, strategy and partnership match divisional/brand standards, strategy and plan. Partner with development and DTC teams to test and optimize end-to-end checkout experience with a mobile first emphasis.
  • Prevent and handle back orders by optimizing inventory management processes and feeds, establishing efficient and detailed customer service reporting, defining warehouse processes, and crafting cross functional alignment between warehouse, customer service and HF eCommerce.
  • Management of all order type integrations with our various systems and collaborate with development teams and shared service counterparts.
  • Monitors and utilizes direct consumer feedback to inspire change efforts; supervises progress over time. Contribution to Ecomm/DTC dashboards in partnership with Sr. Ecommerce Analyst.
  • Build concise, consistent daily alignment with leadership and Housewares operations leadership to ensure accountability to our fulfillment goals, vision, values and business/marketing calendar.
  • Provide operational updates to Housewares Ecomm/DTC teams for the purpose of aligning website and marketing communication to operational statuses.
  • Own and optimize brands’ shipping experiences for consumer happiness and DCACC contribution.
  • Work cross-functionally to drive outstanding open-box experience that meets business objectives.
  • Represent the brands as the lead liaison between consumer service/support teams; ensuring cohesive alignment, supplying strategic vision for consumer support improvements and maintaining alignment to, and achievement of, KPIs.
  • Provide expertise on consumer needs and driven/industry trends on consumer service/support initiatives.
  • Lead, evolve and maintain website consumer service/support touch-points in partnership with website merchandisers/managers and development teams.

Skills needed to be successful in this role:

  • Excellent oral and written communication skills
  • Proven track record to lead technical projects across sophisticated systems and remote teams
  • Ability to use data to tell compelling stories that enable the business to make quick and effective decisions

Minimum Qualifications:

  • Bachelor’s Degree
  • 5+ years relatable experience
  • 2+ years of direct-to-consumer eCommerce, order management, technical issue resolution or consumer service experience
  • Working within Ecommerce platforms and analytics tools, ERP systems and Warehouse Management Systems
  • Highly proficient with Microsoft office suite, specifically within Excel
  • Functional experience in drafting standard operation procedures and detailing business requirements for technical and functional workflows
  • Experience with large-scale implementation projects requiring a detail-orientated requirement building and testing across several systems
  • Authorized to work in the United States on a full-time basis

Preferred Qualifications:

  • Experience with premium consumer goods
  • Working with a consumer service team dealing directly with consumers, drafting brand-right consumer facing communications

Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands. Have the confidence to come as who you are because your point of view, skillset, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.

Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:

Contact Information:
Contact Name: Helen of Troy Company Type:
Company: Helen of Troy

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