Manager, Digital Business Operations; Platform Operations

Purpose

The Platform Operations Manager (individual contributor) is responsible for overseeing the day-to-day operations, performance, and stability of the eCommerce platform ecosystem to ensure a seamless customer experience and achievement of business objectives. This role serves as a critical link between business and technology teams, driving operational excellence through proactive monitoring, issue resolution, data governance, and continuous platform optimization. As the primary representative for the local eCommerce market, the Platform Operations Manager collaborates with global product, technology, and operations teams to provide market-specific insights, influence platform enhancements, and ensure local business requirements are effectively incorporated into global initiatives.

The role is responsible for translating business needs into actionable solutions, supporting strategic decision-making through performance analytics, and ensuring the successful execution of operational priorities, promotion execution and platform changes.

• Contribute to the development, communication, and continuous improvement of global operational best practices, governance standards, and monitoring frameworks.
• Partner with business and technology stakeholders to define, measure, and monitor key performance indicators (KPIs), operational thresholds, and success metrics.
• Support the design, implementation, and optimization of business rules, workflows, and platform configurations across multiple systems and applications.
• Drive data-informed decision-making by identifying trends, risks, and opportunities within operational performance metrics.

• Lead and coordinate operational enhancement requests, projects, and initiatives in collaboration with local and global teams.
• Manage stakeholder communications, ensuring alignment on objectives, priorities, timelines, and expected business outcomes.
• Facilitate the intake, evaluation, and prioritization process for enhancement requests by developing business cases, gathering requirements, and assessing business impact.
• Collaborate with cross-functional teams to ensure initiatives are delivered efficiently and aligned with strategic operational goals.

• Serve as the primary operational escalation point for local market business functions, ensuring timely resolution of issues and risks.
• Manage the identification, investigation, communication, and resolution of operational incidents, performance issues, and business-impacting anomalies.
• Manage the end-to-end lifecycle of promotional campaigns, including configuration, testing, deployment, monitoring, and post-launch validation.
• Partner closely with IT Service Managers and technology teams to prioritize support tickets, accelerate issue resolution, and provide clear status communications to stakeholders.
• Ensure the ongoing health and performance of eCommerce platforms through proactive monitoring of key operational metrics, including conversion rates, order volume, checkout performance, payment processing, and shipping effectiveness.
• Maintain and govern critical eCommerce data and configurations across platforms, including shipping, taxation, promotions, and fulfillment settings, ensuring accuracy, consistency, compliance, and alignment with business requirements.

• Act as the eCommerce platform subject matter expert (SME), providing guidance, consultation, and support to business and technology stakeholders.
• Build strong relationships across local and global teams, serving as a trusted advisor and key point of contact for platform capabilities, processes, and enhancements.
• Support the onboarding, training, and professional development of Assistant Managers and other team members to strengthen operational capabilities.
• Identify innovative opportunities to expand platform functionality and deliver creative solutions that enhance customer experience, operational efficiency, and business performance.
• Promote knowledge sharing and continuous improvement by documenting processes, best practices, and lessons learned across the organization.

• Local Teams
  - Affiliate Marketing, Digital Commercial Programs, Membership, Customer Service, Digital Content, Digital Operations, Product Launch, Retail Operations, Analytics and IT partners
• Global Teams
  - Global Product Owners, Global Tech and Site…