eCommerce Operations Manager, Perfect

Job Description

Are You Ready to Make It Happen at Mondelēz International?

Join our Mission to Lead the Future of Snacking. Make It Possible.

Summary:
The "eCommerce Operations Manager, Perfect Snacks" is responsible for successful delivery of our eCommerce business from an Operations perspective. This role works externally with eCommerce 3PL and technology partners, and internally with our Operations, Marketing and Finance teams. This role has oversight and responsibility for the fulfillment/order-to-cash process for all eCommerce lines of business and its development. You will help us build the structure enabling eCommerce growth.

Essential Duties:

· Daily Work:

• Monitor KPIs for trends daily (Inventory & out of stock risks, number of orders and system status), with high sense of urgency for resolving issues.

• Troubleshoot system errors that prevent automatic order fulfillment, including escalation to development resources where needed.

• Manage day-to-day communications with 3PL and internal teams to ensure smooth flow of order fulfillment.

· Inventory Management:

• Define inventory target, plan and maintain appropriate inventory levels at 3PL warehouses, provide early identification of potential out of stocks and aging inventory.

• Work with Procurement team to ensure appropriate packaging materials inventory.

• Manage Inventory allocation between platforms reflecting latest sales volume/channel, including internal orders through Shopify, Amazon and TikTok.

· Reporting:

• Create and maintain a dashboard of KPI metrics (e.g., on time shipments, order pick accuracy and re-shipments) and perform analyses to identify and manage risks and opportunities.

• Maintain process flow dashboard reporting that supports a streamlined order review process.

• Perform tasks related to month end close for eCommerce channel including 3PL warehouse and freight budget accruals and variance explanations, support escalation of inventory reconciliation issues from inventory control team, AR/AP issues & management reporting.

· Supplier Management and Continuous Improvement:

• eCommerce 3PL relationship owner - leads regular operations meetings with 3PL sites to share KPI feedback on their performance and ensure they deliver service level expectations.

• Shares consumer feedback trends, inventory levels, upcoming promotions, new items, and operational changes with 3PLs.

• Improves D2C consumer experience by partnering with Consumer Experience team & Quality to identify trends and implement corrective actions at 3PLs.

• Recommends and initiates optimization projects that drive operational efficiencies and/or an enhanced consumer experience, collaborating with 3PL Manager & Operations functional leads on continuous improvement projects as needed.

· System Set Up:

• Onboarding of new/maintenance of existing D2C & PurePlay retailers such as Amazon, Walmart.com, Target.com, Kroger.com, TikTok including EDI or API integrations.

• Facilitate creation and setup of new eCommerce items, bundles, LTOs, etc. in collaboration with the new product development and packaging configuration teams, leveraging Wrike (workflow management system).

• Identify system optimization opportunities and act as key point of contact for internal system development team.

· Team:

• Help define optimal team set up and manage the direct report of that structure.

• Be the key point of contact for all eCommerce related topics with cross functional partners.

Skills / Qualification / Education:

• 3+ years experience in eCommerce operations using a 3PL network.

• Experience with Shopify, Amazon Vendor/Seller Central, TikTok, NetSuite, Celigo, Shipwise. Dropstream.

• Strong Microsoft Excel skills and experience working with large datasets including pivot tables.

• Familiarity w/ Power BI or other data visualization tools preferred.

• High sense of urgency and ability to be entrepreneurial and methodical

• Experience with forecasting and supply/demand planning.

• Experience setting up and/or troubleshooting EDI/API connections as a business process owner (developer experience not required).

• Experience with Order Fulfillment process (pick/pack, inventory management), Warehousing/transportation.

• Results-oriented and process driven, with high expectations of self and team