eCommerce Manager

Overview

Our client's Health, Learning, Research and Professional division is actively seeking an eCommerce Manager. This position requires a highly motivated, analytical, action-oriented individual to help support overall eCommerce functionality.

They will assist with backend development of the eStore and associated microsites (including desired features and functionality) and develop relationships with internal technical and policy teams.

In this tactical role, they will work closely with the development and infrastructure teams as well as external vendors to maintain site compliance, uptime and privacy/security. The eCommerce Manager will be instrumental in ensuring a positive onsite customer experience, maintaining compliance, improving efficiencies, and meeting both internal and external customer needs.

Key Responsibilities

• Monitor daily orders for issues/errors and troubleshoot as necessary
• Monitor/review Pingdom reports and respond/troubleshoot as needed
• Co-manage vendor relationship with payment gateway by troubleshooting any ordering issues, developing new functionality and providing periodic key maintenance
• Co-manage vendor relationship with eCommerce provider as it pertains to technical issues related to eCommerce, PCI compliance, third party risk management, tech development, GDPR & privacy handling
• Liaise with WK IT security on matters of data sensitivity, incidents and new requirements, such as: PEN testing management and outcomes resolution, Barometer IT evaluations, SOC II compliance with vendors, vulnerability management, GDPR compliance/setup, server maintenance (supporting eCommerce functions)
• Liaise with GBS on all technical requests an issues as they pertain to sales system, middleware, cron jobs and SFTP (including any upgrade projects) - monitor all open tickets and keep them moving as needed
• Liaise with other teams when new implementations are required for new product setups, fulfillment and SSO
• Serve as the eCommerce technical lead on all new major projects
• Organize and lead bi-weekly Lippincott Direct scrum calls during bi-annual peak selling seasons and coordinate/troubleshoot/document all order/display issues
• Liaise with Analytics team on data layer development, scripting and tag manager solutions (Launch and GTM)
• Turn on/off site maintenance messages when sites are unavailable and validate orders are processing correctly afterward | join any bridges necessary with IT/ADV/GBS teams | circulate site outage announcements
• Provide back up support to the development team for non-critical issues that occur during their non-business hours
• Serve as back up to the eCommerce Manager
• Other duties as assigned

Required Qualifications

• Bachelor’s Degree; demonstrated success working in a matrix or shared service environment
• 5+ years of online and eCommerce experience
• 3+ years understanding of and proven experience with web CMS tools (KIBO a plus)
• 2+ years’ experience in using tracking/analytics tools/solutions
• Knowledge and familiarity with JSON, Arc applications, XML, APIs and related scripts, payment gateways (Cybersource preferred), middleware (IIB/ESG preferred)
• Strong problem solving and analytic skills required
• Experience with ticketing systems such as JIRA or Basecamp a plus
• Strong interpersonal skills and ability to work well in a team environment
• Ability to thrive in a fast-paced, rapid growth environment
• Has a stable internet connection of at least 25 mbps