Manager, E-commerce Operations
About Feedonomics - A Remote-First Company
Have you ever wondered how companies list their products on Amazon? Or how Google knows which products are in stock in a store near you? How about how your order gets to your door when you buy from a third-party merchant on Amazon? That’s where Feedonomics comes in!
As a leading product feed management platform, Feedonomics works with agencies, brands, and retailers to optimize and list products on the top ecommerce shopping destinations around the world.
What makes us different from other SaaS companies in the space?
We manage everything from onboarding to ongoing feed maintenance for our clients, enabling them to expand their ecommerce business more efficiently.
Since its inception in 2014, Feedonomics has developed an incredible reputation for our full-service approach to feed management, our inclusive culture, and our industry-leading technology. With principles that go beyond optics, Feedonomics looks to deliver the same people-first strategy internally as we do externally.
The Global Operations team at Feedonomics
The Global Operations team at Feedonomics is an incredible group of Feedos who work to ensure our clients have THE best possible experience at Feedonomics. The support side of the team handles both inbound reactive customer support and outbound proactive client success with a focus on quality. As a part of our Global Operations team is the Advertising team, which is a client-centric team supporting a fully managed solution that streamlines feed optimization, product listing, and data synchronization for hundreds of paid search, social media, and affiliate channels. Our stellar global operations team and support specialists are available 24/7, enabling Feedonomics to create a full-service feed management experience for advertisers.
The Role
The Manager, Enterprise Operations will oversee, train, and empower team members across the Enterprise Team. You will provide guidance to questions and concerns regarding our platform and be the main point of escalation for internal and external clients. You will also be responsible for managing the distribution of work across the team and ensuring each Enterprise client receives best-in-class service.
The Responsibilities
- Lead and supervise a team of Enterprise Feed Managers and Enterprise Support Specialists.
- Perform quality checks on individual work performance, identify training needs, and provide coaching, ensuring that production goals are met and facilitating career growth
- Independently handle client escalations and partner cross-functionally to complete root-cause analysis
- Compile, review and provide insight on client reports from Feed Managers and Support Specialists
- Continuously analyze current process for ways to increase productivity and quality
- Ensure accurate logging of client time and account information on Feedonomics internal systems
- Troubleshoot data imports that are not functioning correctly, switch data import sources, and ensuring the integrity of data, resolve mismatching product attributes when products are updated, and provide solutions to resolving errors and warnings in various shopping channels
- Oversight of how to configure and map attributes from a variety of files, including delimited and XML files, custom scripts and API-based platform integrations
- Understand best practices to build product feeds, including optimizing, modifying, sorting and filtering mass quantities of product data into usable product listings
- Responsible for feed quality assurance compliance
- Provide compiled weekly reports to leadership
- Communicate with various paid search channels and affiliate networks to gain clarity on specific feed requests
The Requirements
- 4 + years of leadership experience in Customer Operations
- Demonstrated experience in leading technical teams
- Outstanding strategic thinking, analytical, & problem-solving skills, and excellent written, oral, and presentation skills.
- Strong relationship management, organizational, and project management skills
- Strong, proven experience and deep understanding of major social media platforms
- CRM Software (Salesforce, Hubspot, Zoho, Asana, Toggl) or other data platforms
- Proficient in Excel/Google Sheets
- Bachelor’s degree in Business Management, Computer Science, or Marketing preferred or equivalent work experience
Nice to Have:
- Experience in e-commerce
- Google Ads or Google Analytics Certification
- Experience in Digital Marketing
What's in it for you?
- Remote work set-up
- Competitive pay
- Unlimited PTO for salaried positions and up to three weeks for hourly employees
- Medical, dental, vision (VSP) insurance, HSA, FSA, life insurance, and more
- Monthly half-day Fridays (yes, really!)
- 401K retirement plans
- Family benefits, such as parental leave, transition benefits for new parents, newborn sick leave, adoption assistance, pet insurance, and more
- Internal Feedonomics skill certifications
- Virtual and in-person team events
- FeedoFUNds, a dedicated budget to foster and build relationships across the company for team events
- Employee Resource Groups (ERG)
- Referral bonus program
Here at Feedonomics, we believe in giving back to our employees as well as the community by engaging in philanthropic events and providing days off to volunteer. We are also committed to our employees' well-being by offering employee assistance programs, access to a wellness app, and diversity and inclusion resource groups.
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