Staff, Technology Operations - Senior Business Strategy Manager, Omni Fulfillment Experience

Position Summary...

What you'll do...

About the Omni Fulfillment Experience Team

In this role, you will be an essential part of the Omni Fulfillment Experience business team, leading and delivering on post transaction fulfillment propositions that drive customer retention, revenue growth and profit for the eCommerce business. You will be part of a team that is responsible for delivering a perfect order experience and customer satisfaction goals for the business. You will collaborate and develop deep partnerships with multiple stakeholders across the business such as Product, Supply Chain, Store Operations, Customer Care, Finance, and others to identify opportunities, solve problems and develop new propositions that drive value for our customers. This is a very high visibility role where we operate in a very dynamic and agile environment. You need to be very comfortable in working through ambiguity, define direction for your cross-functional teams and be ready to roll up your sleeves to execute.

About the Role

We are looking for a customer-obsessed leader who thrives in ambiguity and change and has a passion for data-based analysis. You will lead initiatives focused on customer experience and self-service, minimizing customer effort when required and enabling an empowering experience for our customer. You will own roadmaps and collaborate with Product and Technology teams to deliver best-in-class solutions for a frictionless and consistent experience.

You will be an advocate for the customer experience and defect elimination. You will use research to understand customer needs and pain points. You will build strategic roadmaps and use your ability to work across business owners, product management, UX and engineering teams to improve our products and promote a customer- and defect-obsessed mindset. Finally, you will tie it all together by diving into analytics to measure performance and apply insights back into the business and products.

What You’ll Do

• Project Identification and Prioritization: Identify and address improvement opportunities, demonstrating adaptability and promoting continuous improvement; conduct competitive assessments, develop business cases, and set objectives and KPIs for the customer experience 
• Benefit Quantification: Create the case for change through analysis of financial and operational metrics, customer data, and competitive benchmarking
• Roadmap Ownership: Develop roadmaps to deliver self-service capabilities across the order life cycle in areas such as order tracking & visibility, returns & exchanges, substitutions, or canceling & editing orders
• Collaboration: Define and lead requirements with key partners (product management, design, and engineering), championing experience improvements, sharing best practices and promoting standardization across the customer experience
• Results and Accountability: Define business objectives and measure progress in achieving results; demonstrate strong commitment towards goals and driving complex projects focused on reducing customer contacts, improving cost, quality, customer experience, and delivering bottom line savings

Required Experience

• 5+ years of experience in business or product operations & strategy, process improvement, or related fields
• Strong oral and written communication skills – including the ability to develop and deliver complex messages in a simple, actionable way
• Strong analytical skills – creative problem-solver that can leverage sources of information from disparate sources and deliver comprehensive, balanced, and actionable analysis
• Proven ability to bridge data with business insights to drive relevant, actionab