Manager, Digital Site Operations - Incident Response

Job Description

Essential Duties and Responsibilities (Min 5%) Lead day-to-day operations and execution for an assigned digital operations function, ensuring business objectives, customer expectations, and operational standards are achieved. Establish and maintain scalable processes, governance, controls, and operating procedures that improve the quality and efficiency of digital operations. Partner across Digital, Product, Technology, Merchandising, Marketing, Customer Solutions, and other business functions to coordinate execution and resolve complex operational needs. Monitor operational performance and customer experience, proactively identifying risks, defects, trends, and opportunities for improvement. Develop and utilize metrics, reporting, and analytics to measure operational health, identify root causes, and inform business decisions. Lead the resolution and escalation of complex operational issues, coordinating appropriate business and technology partners to minimize customer and business impact. Drive automation and process improvements that reduce manual effort, improve accuracy, mitigate operational risk, and increase scalability. Support the successful implementation of digital initiatives, capabilities, releases, and major business events through operational planning, testing, validation, and readiness activities. Translate business needs and operational requirements into clear actions for cross-functional partners and technology teams. Establish feedback loops to ensure operational learnings are incorporated into future processes, capabilities, and customer experiences. Identify systemic opportunities and lead continuous improvement initiatives that enhance digital performance and operational effectiveness. Develop reporting and communicate operational performance, risks, priorities, and recommendations to business partners and leadership. Maintain awareness of ecommerce trends, emerging technologies, and digital operations best practices to identify opportunities to evolve capabilities. Lead, coach, and develop team members while fostering a culture of customer focus, accountability, collaboration, and continuous improvement.

Skills and Requirements

5+ years of experience in digital operations, e-commerce, or customer engagement, with a focus on Q&A and R&R platforms. Education: Bachelor’s degree in Business, Marketing, Digital Operations, or a related field; equivalent experience will be considered.

Nice to haves:

Working knowledge of web-based programming and website configuration methodology Proven ability to analyze and comprehend complex data sets Outstanding communication skills including the ability to translate detailed technical information to easily understood concepts, decisions, and actions. Strong Business acumen Demonstrated ability to influence and ensure alignment with cross functional stakeholders Experience working with vendors and outsider suppliers Understanding of and familiarity with web and emerging technologies Strong PC skill set, including MS Office with emphasis on Excel, Word and PowerPoint Demonstrated success in managing third-party tools, or similar platforms, in a business environment. Strong project management skills with the ability to prioritize and manage multiple initiatives simultaneously. Exceptional analytical skills and proficiency with data visualization tools (e.g., Tableau, Power BI). Outstanding communication and interpersonal skills to effectively collaborate with diverse stakeholders. Customer-focused mindset with a passion for delivering excellent user experiences.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.