What are the responsibilities and job description for the Director, eCommerce, OTC & Government Operations position at Quality - A Division of 19th Capital?
Description
Description:
Responsible for the smooth functioning of eCommerce and special product government processing activities, the Director of eCommerce Operations manages the day-to-day operations, including customer set up, order fulfillment, inventory management, and customer service. They work to optimize operational processes to increase efficiency for customer satisfaction, along with developing and implementing strategies to enhance the Amneal portal experience. They will possess the skills to oversee a fast paced, highly skilled team of professionals. This position will lead eCommerce customer efforts within Amneal Pharmaceuticals LLC, lead the Order Operations team, lead special product Government activities, and lead all order processing activity from Sales Operations transactions, including leading a cross- functional team to drive onsite engagement, conversion, and drive sales throughout the lifecycle.
You will be a key member of the Sales Operations leadership team and will be responsible for managing activation, conversion, and e-commerce purchasing. To achieve your goals, you will collaborate with and manage high-performing teams to rapidly iterate and optimize the customer purchasing environment. In this role, you will work directly with various departments across Amneal Pharmaceuticals LLC, to develop strategies, monitor and assess performance of the ecommerce site, and optimize the onsite experience via test and learn. Also working with the departments responsible for Government special product transactions. These teams include but are not limited to Product leaders, marketing partners, Government Sales, and Customer Operations. As an active member of the leadership team, you will be a model for operational excellence, a creative problem-solver and a respected thought leader who sets the tone of high performance within the e-commerce organization.
Essential Functions
Education:
Description:
Responsible for the smooth functioning of eCommerce and special product government processing activities, the Director of eCommerce Operations manages the day-to-day operations, including customer set up, order fulfillment, inventory management, and customer service. They work to optimize operational processes to increase efficiency for customer satisfaction, along with developing and implementing strategies to enhance the Amneal portal experience. They will possess the skills to oversee a fast paced, highly skilled team of professionals. This position will lead eCommerce customer efforts within Amneal Pharmaceuticals LLC, lead the Order Operations team, lead special product Government activities, and lead all order processing activity from Sales Operations transactions, including leading a cross- functional team to drive onsite engagement, conversion, and drive sales throughout the lifecycle.
You will be a key member of the Sales Operations leadership team and will be responsible for managing activation, conversion, and e-commerce purchasing. To achieve your goals, you will collaborate with and manage high-performing teams to rapidly iterate and optimize the customer purchasing environment. In this role, you will work directly with various departments across Amneal Pharmaceuticals LLC, to develop strategies, monitor and assess performance of the ecommerce site, and optimize the onsite experience via test and learn. Also working with the departments responsible for Government special product transactions. These teams include but are not limited to Product leaders, marketing partners, Government Sales, and Customer Operations. As an active member of the leadership team, you will be a model for operational excellence, a creative problem-solver and a respected thought leader who sets the tone of high performance within the e-commerce organization.
Essential Functions
- Oversee and manage the activity of all order processing within Amneal and oversee/manage the activity of special product Government orders, transactions, and processing
- Will be responsible for the end-to-end customer experience on the ecommerce site including, but not limited to information seeking, new and former customer carts, account management and upsell, and cancel flow
- Analyze customer feedback, to help ensure customer satisfaction to the e-Commerce portal and create loyalty, using insights to identify opportunities for future improvements to customer experience.
- Speak with customers to identify pain points and come up with creative solutions
- Identify new areas of eCommerce opportunity beyond current organizational thinking
- Own the Customer experience and management of purchasing on the ecommerce site
- Partner with Product, Design, Development, and Operations teams to ensure that the product is aligned with overall company goals
- Act as an expert on the e-commerce portal within the cross-functional team
- Participate in testing and launch for each new iteration of the product
- Participate in the development and execution of strategic and tactical business plans with other members of the cross functional team supporting eCommerce and special products government process strategy
- Partner closely with our Marketing team to request, ideate, and give feedback on creative assets needed to support customer experience on the portal. Collaborate with the Marketing team for optimization of site use by the customer.
- Understand where and how traffic is being driven to our site and how to deliver a seamless, conversion-driven experience on site
- Collaborate with the marketing department on the “how” and “why” of the portal updates and new product strategies
Education:
- Bachelors Degree (BA/BS) Bachelors degree from a 4-year university or equivalent combination of education and experience - Preferred
- Must have a minimum of 5 years of experience working directly with customers.
- 1 year or more in Previous experience on a software implementation team
- 5 years or more in Experience managing teams of professionals
- Ability to make critical decisions for the company with little or no supervision - Advanced
- Adept at handling multiple competing priorities and duties in a fast-paced, results driven, changing environment, with minimal to no daily oversight - Advanced
- Exceptional verbal and written communication skills; proven ability to communicate effectively and influence all levels of staff - Advanced
- Expertise in analytics required - Intermediate
- Strong customer and employee orientation, must excel in a collaborative work environment - Advanced
- Expert in JD Edwards ERP system
- Training/certification in Operational Excellence or Continuous Improvement methodology preferred--Preferred
