Helly Hansen eCommerce Operations Manager, NA

Who We Are:

Kontoor Brands is a portfolio of three of the world’s most iconic lifestyle, outdoor and workwear brands:
Wrangler®, Lee® and Helly Hansen®. Kontoor Brands is a purpose-led organization focused on leveraging its global platform, strategic sourcing model and best-in-class supply chain to drive brand growth and deliver long- term value for its stakeholders.

We are looking for an eCommerce Operations Manager who is an expert in eCommerce operations including logistics, payments, shipping, fulfillment, fraud management, and returns to help create best-in-class customer experiences across Helly Hansen’s North American eCommerce business. This role will collaborate closely with the North America Digital team, Global eCommerce teams, Finance, Distribution Centers, Customer Care, and IT to ensure operational excellence across the full customer journey.

While the role is focused on supporting and driving the North America eCommerce business, it also requires strong cross-regional collaboration and partnership with European teams across time zones to align on global systems, operationalprocessesand strategic initiatives.

The eCommerce Operations Manager will play a critical role in driving operational performance, scalability, and continuous improvement initiatives across Helly Hansen’s eCommerce business in North America. This individual will own day-to-day operational processes while also leading projects and cross-functional initiatives that improve the customer experience,optimizebackend processes, and support long-term business growth.

• Lead and execute operational strategies and cross-functional projects related to eCommercefulfillment, payments, fraud prevention, returns and the post-purchase customer experience.

• Own day-to-day eCommerce operational processes including order management, fulfillment, shipping, returns, exchanges,payment sand fraud management, ensuringtimelyissue resolution and adherence to customer expectations.

• Identify operational bottlenecksimpactingthe customer experience and drive scalable process improvements across systems,workflows and cross-functional teams.

• Review andoptimizepayment methods, shipping options, returnprocessesand fulfillment operations to improve customer experience, operationalefficiencyand business performance.

• Partner closely with Finance and IT teams to ensureaccurateoperational reconciliation processes related to orders, returns, refunds,exchanges and chargebacks.

• Develop andmaintainoperational dashboards and KPIs tomonitorbusiness performance,identifytrendsand communicate insights to stakeholders.

• Lead and support eCommerce operational readiness for ERP migrations and new system implementations, partnering cross-functionally with IT, Finance, Customer Care, Distribution Centerand the Global team to ensure successful execution and minimal business disruptions.

• Serve as the NA eCommerce lead and subject matter expert for ERP system,representingthee
  
  Commerce business in system enhancements,integrations and operational process improvements.

• Partner closely with
  
  Customer
  
  Care team toidentifyrecurring customer pain points, operationalfrictionand system gaps, translating feedback into future operational requirements.

• Leads project sand functions within eCommerce
• Acts ase Commlead in cross-functional scenarios with IT,finance and customer care
• You’ll lead the operational engine behind our digital channels: order flow, fulfillment, logistics, and the systems and people that keep them running
• You’ll partner closely with Ecommerce, Finance, IT and Customer Care to make every order fast, accurate, and on-brand

• An infectious passion for the outdoors and enthusiasm for the Helly Hansen brand.
• Bachelor’s degree or equivalent experience ine Commerce, operations, or related field.
• 4+ years of experience in eCommerce operations, digital operations,fulfillmentor related field.
• Confidence in Excel and comfortability with analyzing large data setstoidentifytrends,risksand operational opportunities
• Experience working within ERP systems, preferably SAP, including operational…