Manager - Ecommerce Solutions
1 month ago
We are excited to be hiring a Manager - Ecommerce Solutions to join our Omnichannel Team. This position will be responsible for managing a team of digital support representatives who respond to digital omnichannel customer inquiries, globally. You will analyze digital support activity data and utilize findings to create resources for training and service improvements that ultimately support growing our online digital adoption. As Manager - Ecommerce Solutions, you will be responsible for compiling customer feedback and share the voice of customer, changes to website, products or services to technical and product owner teams. You will also provide support to sales and customers through a variety of enablement structures such as demo’s, cross-training, and triage support connecting sales teams and customers as they solve problems. You will also provide ongoing training focused on Omnichannel customer support both internally to other Omnichannel and support teams across the enterprise. In your role, you will play a critical role in supporting the development of the strategy and plan to continue to grow global digital support for customers across Europe, Middle East, Africa, Asia-Pac., and supporting other teams with digital growth in Latin America. Additionally, you will ensure that service standards are established and attained and provide consistent reporting on adoption and support performance (with the support of our CX and Analytics teams). You will manage staff in the day to day performance of their jobs as their direct supervisor. You will ensure that project/department milestones and goals are met and will adhere to approved budgets. This position will have full authority for personnel actions.
Detailed Description: List the primary duties and responsibilities required to perform this job in order of importance; typically 4 to 6 key responsibilities.
Serve as the direct manager of the Digital Support team across regions. Work with internal development teams (such as Product and Agile) to ensure continual cross-functional communication and project management alignment. Enable the expansion of new Omnichannel product triage support: analyzing requirements, planning, organizing, execution of plan, tracking progress, communicating status to the appropriate audience and ensuring the digital support team is trained and ready to support. Provide day-to-day support, subject matter expertise, and coaching for Digital Support team members, motivating and supporting the team to resolve customer concerns. Create effective global digital support procedures, policies, and standards that can be customized based on regional needs. Provide IT/Digital communications support in partnership with other global communications teams to support IT/Digital events (awareness messages, system outages and maintenance, etc). Host regular team meetings providing coaching and reviewing their weekly performance and promote and build a positive and friendly environment supporting of good morale and cooperation. Be responsible for coaching, development, and performance management of team members, including resolving employee relation concerns in close partnership with the Senior Manager of Customer Service, and Human Resources, as needed. Build relationships and interact with direct staff/team, internal peers, operations & customer experience leaders, marketing, vendors, distributors, and senior IT leadership Must be able to understand and know how to translate between business and technology needs. Must be an effective public speaker and presenter and help promote digital solutions and conduct demonstrations and training with sales and potentially customers as needed. Interact with leadership and implement internal digital support triage support protocols for Wesco Anixter Omnichannel products. Participate in digital product testing, deployment, and customer satisfaction activities. Work with marketing and Omnichannel teams to create strategies and ongoing adoption. Build understanding and trust with internal and external stakeholders to deliver excellent service and increase global sales awareness and adoption. Direct and manage customer migrations moving existing customers onto new platforms (and supporting the retirement of old systems). Actively participate and lead in the development of the expansion of the global digital support team as we continue to grow customer awareness and online adoption of digital products. A team manager, developing and building relationships to build and deliver better solutions for the customer, colleagues and the business. Additional Digital Support team member leadership will be required for special projects.Required Experience (Indicate # of Years) & Skills
Experience managing and growing a global digital or customer support team – 5 + years Individual must have strong negotiation skills and the ability to develop standard digital support documentation Oversee end to end onboarding, level 1 and level 2 omnichannel digital support Effective communication skills (written and oral), including facilitation Strong planning and organization skills Systemic thinking with experience in having developed both strategies and detailed plans for execution Operational team experience Able to lead in a matrix organization Ability to work with remote and/or global teams Strong financial analytical skills Strong collaboration skills and ability to influence development and adoption High urgency and a bias for action Driving change and customer service innovation Bachelor's degree in Business, Marketing, Computer Science, or closely related field preferred MS Office (Excel, Access, Visio, PowerPoint) MS SharePoint creation & maintenance experiencePreferred Experience & Skills
Prior Agile and/or Lean experience a plus Prior organizational change management, training, communications, and/or project management a plus Prior sales experience a plus Prior distribution experience a plus Prior eCommerce or digital experience a plus Familiarity with digital procurement products such as EDI, API, and/or selling digital services etc. a plusCorporate communications experience a plus
Wesco International, Inc., including its subsidiaries and affiliates (“Wesco”) provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. US applicants only, we are an Equal Opportunity and Affirmative Action Employer.
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