E-commerce Product Manager

E-commerce Product Manager

Location:

Remote - Western Canada

Opportunity at Microserve

The E-commerce Platform & Product Manager owns boththe operational performance and the deliberate evolution of Microserve’se Store. This role is accountable for ensuring the platformoperatesreliably today—meeting order accuracy, fulfillment, and service expectations—while also leading the evaluation, selection, and transition planning for future eCommerce platform capabilities required to support growth, expanded offerings, and emerging commerce models.

Reporting to the VP, Operations, this is a hands on, execution first role with clear accountability for outcomes. The role acts as the primary business owner for thee Store, working closely with IT, Sales, Operations, and external vendors to balance stability, scalability, and strategic platform advancement in an SLA driven, vendor dependent environment. Success in this role is measured by service reliability, informed platform evolution, and effective prioritization within real operational and vendor constraints.

This role has decision authority over day-to-todaye

Storeoperations, prioritization of enhancements and fixes, and sequencing of platform changes. Strategic direction, budget approvals, and vendor commercial agreements are set in partnership with senior leadership and established governance forums.

• Own end-to-endoperational performance of thee Store, from product data accuracy through order submission, fulfillment, and issue resolution.
• Serve as the single point of accountability for customer impactinge
  
  Storeissues, coordinating resolution across Customer Service, IT, Operations, and vendors, without directly owning day to day customer support queues
• Ensure ordering workflows, fulfillment processes, and platform behavior align with customer expectations, contractual commitments, and internal service standards.
• Monitor platform health, order accuracy, and incident trends; proactively escalate and coordinate resolution with IT, vendors, and internal teams.
• Act as the primary point of accountability for operational issues related to thee Store, even when resolution depends on third parties.
• Identify, assess, and communicate operational risks related to platform performance, vendor dependencies, andfulfillmentreadiness, and lead coordinated response when service expectations are at risk.
• Own ongoing platform hygiene, including product catalog accuracy (SKUs, pricing, availability, images), ordering rules, approval logic, and configuration integrityrequiredtomaintainreliable day to day operations.
• Own the end-to-endusability of thee Store, ensuring intuitive navigation,accurate and complete product information, clear configuration options, and consistent experience across devices, aligned to client procurement expectations.
• Use operational data and customer feedback from postpurchase experiences (order issues, returns, delivery exceptions) to drive improvements to platform workflows, policies, and automation.
• Maintain clear operational processes, controls, and documentation to support consistent execution and auditability.

• Define andmaintainthee
  
  Storeroadmap in alignment with business priorities, operational readiness, and platform constraints.
• Translate business needs into clear requirements, user stories, and acceptance criteria for IT teams and external vendors.
• Prioritize enhancements and fixes based on customer impact, operational risk, and business value, not feature volume alone.
• Guideincremental evolution of the platform, including category expansion, customer segmentation, and future capability growth.
• Ensure platform changes follow defined change and release practices, with explicit consideration for operational readiness, downstream process alignment, stakeholder communication, and service stability in an SLA driven environment.
• Monitor adoption and usage of newe Storecapabilities and workflows, incorporating operational feedback from Sales, Customer Service, and clients to inform prioritization and incremental improvements.
• Future Platform Strategy &Selection
  • L…