Digital Commerce Operations Sr. Specialist

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.

PTC is seeking a Digital Commerce Operations Sr. Specialist to serve as the operational backbone of our ecommerce programs. This individual contributor owns day-to-day execution, governance, change/readiness, and enablement that keep our digital revenue motions running on time and  convert strategy into repeatable execution, manage dependencies across Sales, Renewals, Partners/ISS, Product, IT, Marketing, and Finance, and ensure partner and field audiences are enabled with clarity.

You will drive on-time, on-quality delivery of program milestones through a visible, trusted operating rhythm—stand‑ups, risks/decisions reviews, monthly readouts, and quarterly retros—while removing blockers early and documenting decisions for scale.

This is an individual contributor role that partners closely with the Principal Digital Commerce Customer & Commercial Programs Manager (strategy/design) and cross‑functional teams across Sales, Renewals, Partners/ISS, Product, IT, Marketing, and Finance. No direct reports; high influence without authority.

• Own the integrated program plan for digital commerce programs (milestones, owners, risks) and drive weekly delivery health to unblock issues quickly.
• Run governance cadence—stand‑ups, risk/decision reviews, monthly readouts, and quarterly retros—with maintained issue/risk logs and decision registers.
• Coordinate change & release management for ecommerce launches and cutovers (UAT, go‑live checklists, rollback plans, hypercare) with Product/IT and key vendors (e.g., Cleverbridge).
• Orchestrate enablement & communications for partner/ISS and field audiences—FAQs, one‑pagers, office hours—and maintain the communications calendar.
• Create and maintain SOPs, process maps, runbooks, and operational playbooks; ensure version control and adoption for repeatability and scale.
• Identify and remove operational friction; run RCAs and drive continuous improvement to reduce exceptions and manual work.
• Aggregate operational requirements and acceptance criteria; coordinate UAT and sign‑offs; partner with vendor platforms as needed (e.g., Partner Stack).
• Maintain delivery trackers and operational dashboards (non‑analyst ownership) and uphold data hygiene standards so analytics teams can trust the signal.

• Publish a Weekly/Bi‑Weekly Program Delivery Health report (milestones, risk heatmap, decision log, blocker escalations) and a Monthly Executive Readout summarizing progress vs. plan, launch readiness, hypercare defects/MTTR, operational exceptions, and enablement coverage.
• Define and steward the operational KPI taxonomy and data dictionary (e.g., SLAs, exception types, readiness gates) and enforce data hygiene across trackers/CRM to enable trustworthy insights.
• Partner with Rev Ops/Analytics to specify dashboard requirements, acceptance criteria, and UAT in BI tools (e.g., Power BI/Tableau); own requirements and adoption, not the data pipeline.
• Ensure correct stamping and usage of key CRM/process fields used to track ecommerce transition flow states and order submission attributes; close gaps through enablement and process fixes.
• Maintain lightweight operational trackers for launch readiness and hypercare; drive self‑serve access, version control, and adoption.
• Implement feedback loops (e.g., office hours Q&A mining and short surveys) to turn signal into prioritized operational improvements.

• Program governance, dependency/risk management, and change/release readiness in a global environment.
• Outstanding communication and facilitation; ability to…