ECommerce Operations Manager Job Toronto area,Ontario Canada,IT/Tech

About the Role

Elevate customer experience of through the day-to-day management, coordination, execution and audit of the site’s operations and customer experience. Leverage analytics and customer feedback to suggest ideas for future enhancements, increase conversions and NPS. Act as liaison between E-commerce, IT, and other key stakeholders to investigate and escalate issues that arise.

Site Health & Operations

Oversee day-to-day operations and site health for , ensuring maximum uptime and seamless customer experience across all touchpoints.

Monitor site performance proactively identifying and surfacing issues as well as opportunities for UX improvements before they affect business results or user satisfaction.

Anticipate and resolve operational roadblocks quickly, working cross-functionally to keep the digital customer journey smooth and reliable.

Lead business validation studies for new products, features, and system changes—ensuring alignment with business requirements and real customer needs, not just technical specifications.

Ensure processes and e-commerce functions are executed flawlessly, continuously seeking operational excellence.

Act as a central point of contact, collaborating with Merchandising, CRM, Creative, Logistics, and other teams to assess content, campaign, and promotional feasibility based on platform capabilities.

Build and maintain strong partnerships with IT for effective incident management, rapid issue resolution, and continuous system improvement.

Lead troubleshooting and QA for complex technical issues and launches—diagnosing root causes and implementing robust solutions.

Drive ongoing process optimization, standardizing routines, documenting procedures, and maintaining up-to-date operational playbooks for the team.

Partner with internal teams and external payment providers to secure competitive transaction rates, uplift conversion, and improve cost efficiency.

Site Enhancements & eCommerce Transformation

Champion a structured, process-driven approach to continuous improvement and digital transformation for

Build robust business cases for new features or enhancements—using data, customer insights, and commercial priorities to support Global and IT prioritization.

Own and manage a dynamic enhancement pipeline, balancing quick wins with strategic initiatives, and tracking progress from ideation through delivery.

Manage and support eCommerce transformation projects—facilitating cross-functional business change, aligning stakeholders, and ensuring initiatives are delivered on time and to specification.

Partner with Global Product Owners, IT, and local teams to identify, scope, and prioritize website enhancements that will drive business outcomes and improve the customer journey.

Collaborate closely with the wider North America team, leveraging A/B testing and best practices to maximize conversion and customer satisfaction.

Lead robust business user validation testing—coordinating cross-functional feedback, tracking defects, and ensuring new releases meet operational standards.

Harness analytics, NPS data, session replays, heatmaps, and direct feedback to drive evidence-based recommendations and optimizations.

Maintain transparency by communicating status updates, prioritization rationale, and progress on site enhancements to all key business stakeholders.

About You:

Experience and Education

Bachelor’s degree required (Business, Marketing, eCommerce, or related field preferred)

Minimum 4 years’ experience in eCommerce, ideally within a direct-to-consumer environment

At least 2 years in eCommerce operations roles, with hands-on ownership of site functions and business processes

Proficient in major web analytics and reporting tools;
Adobe Analytics experience strongly preferred

Experience with Content Management and eCommerce systems, such as Adobe Experience Manager, Hybris or similar platforms is strongly preferred

Strong understanding of how technical changes impact revenue, business processes, and overall commercial performance

Skills

Strong analytical & problem-solving skills, with the ability to leverage technical, performance data and customer insights

Excellent communication and…