Director of Commerce Operations

About eShopWorld

Global eCommerce platform for brands that want to grow.

Our crossborder eCommerce solutions help the world’s best-loved brands to sell more, by building long-term, profitable relationships with global shoppers.

Position

Commerce Operations sits within the eSW Product Group and includes Payment Operations, Fraud Operations and Operational Excellence. Serving some of the world’s most recognisable retail brands in over 80 countries the operational services the team provides is critical to the success of the business and in supporting the ambitious strategic business goals.

Reporting to the Vice President of Payments, the Director of Commerce Operations (DoCO) is responsible for the commercial and operational performance of the Payment and Fraud teams, ensuring delivery on agreed key operational and financial performance targets. To effectively perform these activities, the DoCO skill set should include strong commercial acumen, business planning, process engineering, incident management, strong team management & leadership experience, good presentation skills and ability to explain complex issues to senior management and clients.

Key Responsibilities

• Provide strategic contribution to the P&F Service Development Roadmap and key Partner Roadmaps:
  • contribute to business cases for new services or new partners, RFPs for new retailers & partners
  • approve release policies and release plans
  • lead the P&F team effort in gathering and prioritizing operational requirements
  • review product release plans and ensure that they detail key dependencies
• Define and report to senior management on individual Payment & Fraud service targets:
  • lead the definition of detailed and calendared targets for services from overall P&F plans
  • report service performance regularly to senior management
  • contribute to suggestions for keeping on track or improving overall company performance
  • drive implementation and roadmap of P&F monitoring and reporting systems and processes
• Actively managing the performance, issues, risks and opportunities with the Payment & Fraud partner portfolio:
  • define, agree and enforce service level agreements with Partners
  • provide a complete picture of the Partners Performance back to eSW through shared dashboards and Partner Roadmaps
  • lead partner performance benchmarking between each other and industry peers
• Support the Partnership Strategy Development and the design of standard Partner Management disciplines and New Deal templates and guidelines
• Identifying and selecting new partners needed for eSW to deliver its business goals
• Agree and enforce service level agreements with internal or external partners
• Drive P&F process and tool improvements whilst influencing company operational efficiency initiatives

Your qualification

• Considerable experience in eCommerce operations, preferably in physical goods and retail sectors with a solid understanding of its current evolution globally
• Knowledge of global and local markets, payments operational control procedures and incident and problem management
• Natural collaborator who has operated as the conduit between product management, technology, finance and commercial teams within a business 
• Proven ability to build partnerships with peers, customers and business stakeholders to meet company and shared objectives
• Passion for eCommerce environment with a specific aptitude in online payments and risk
• Proven track record of leading a team through a period of rapid company growth 
• Strong quantitative and qualitative analytical skills and the ability to derive insight from multiple and ambiguous data sources 
• Comfortable in highly dynamic, high growth environments
• Bachelor’s degree required; Master’s degree preferred

What we offer

• Career growth – tailored learning & development, tuition assistance and professional certification
• Health & Wellbeing – dental & health insurance, reduced corporate gym membership, paid sick leave
• Work Life Balance – 25 days annual leave, flexible working, sports & social club
• Family – paid maternity & paternity leave, life assurance, income disability cover
• Financial – competitive salary, pension, stock option scheme, bike to work, travel TaxSaver, relocation assistance