This listing was posted on Tip Top Job.
eCommerce Manager I
Location:
Tampa, KS
Description:
Position Summary: This position will be accountable for managing the strategy and ongoing operational support for the Checkers and Rally's Delivery and Order Ahead program. As part of the Marketing team the eComm Manager will be responsible for the staffing, management and success of the Delivery Help Desk that offers trouble:shooting for 1st and 3rd party eCommerce platforms to franchise and company:owned restaurants in the system. This team is also charged with coordinating and overseeing new restaurant launches and transfers of ownership, managing issue logs with internal and external partners, and identifying operational efficiencies for corporate and franchise restaurants, includinfg minimizing chargebacks. The Manager of eCommerce Operations will report to the Director of eCommerce and will manage the daily functions and deliverables of the eCommerce Support Specialist team. This role will be responsible for cultivating strong relationships with key external partners (UberEats, DoorDash, GrubHub, Olo, etc.), restaurant operators, field leadership and cross:functional teams, working collectively to meet the business goals associated with the eCommerce channel. Success in this role will require learning the business infrastructure of the Delivery and Order Ahead programs, providing consistent and effective support to both field operators and internal cross:functional teammates. This position will work closely with the Director of eCommerce and eComm Support Specialists to address and manage the issue logs and growth roadmaps for the channel, with a maniacal focus on program stability/up:time and operator satisfaction. They will be the subject matter expert when it comes to the launch process and program operations and partnership capabilities. This is a rapidly growing program that will continue to evolve as we grow the share of eComm orders and new products and revenue streams. Position Accountabilities: :Manages a customer service oriented 24/7 Support Desk using external and internal resources.:Defines and establishes the necessary processes, policies and procedures to ensure optimal efficiency in problem and ticket resolution.:Provides summarized reporting to the leadership team concerning ticketing trends and issues.:Serves as the liaison between the restaurants and the Marketing Team for all issue escalations and ensures proper resolutions with root cause analysis.:Documents and maintains a centralized knowledge base that serves as the foundation for problem resolution.:Collaborates with other Marketing and IT staff to ensure escalations are managed according to approved SLAs.:Manages the Delivery Launch and Transfer Process: scheduling, communication, pre and post launch support, training, and internal tracking documents :Work closely with Training and Operations to ensure operators and field teams are knowledgeable about the Delivery and Order Ahead programs and are able to execute the programs to company standards on a daily basis:Continually monitors error reporting to ensure program uptime and stability:Work closely with restaurant operators on KPIs : driver wait time, missing and incorrect/refunds, guest ratings to optimize sales and operational performance:Manages the Issues log associated with eCommerce channels:Leads the execution and communication on platform enhancements:Identifies opportunities for process and reporting improvements:Oversees the day:to:day tasks and deliverables of the eCommerce Support Specialist Performance and Success Measures :The on time launch and operational readiness of planned launch locations:Meeting and/or exceeding the operational goals associated with the program (Driver Wait Time, Missing/Inco
Posted:
April 3 on Tip Top Job
Visit Our Partner Website
This listing was posted on another website. Click here to open: Go to Tip Top Job
Important Safety Tips
- Always meet the employer in person.
- Avoid sharing sensitive personal and financial information.
- Avoid employment offers that require a deposit or investment.
To learn more, visit the Safety Center or click here to report this listing.
More About this Listing: eCommerce Manager I
eCommerce Manager I is a Executive Manager Job located in Tampa KS. Find other listings like eCommerce Manager I by searching Oodle for Executive Manager Jobs.
eCommerce Manager I is a Executive Manager Job located in Tampa KS. Find other listings like eCommerce Manager I by searching Oodle for Executive Manager Jobs.