Content Operations Manager

About Us

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country. 

We're committed to our campus culture and want to have people collaborating, developing, and learning from each other. By having everyone on campus together, we have been able to nurture a fantastic social and dynamic environment.   

About the role

The Content Operations Manager is the platform expert for dyson.com and dysoncanada.ca. They partner closely with IT and Site Merchandising to ensure optimal site health and flawless execution of product launches and events. This position is responsible for contributing to projects to improve the customer experience and site conversion through enhancements and site optimizations.

Main accountabilities and supporting activities:

Regional role supporting US and Canada websites

Responsible for delivering improvements to Dyson.com website

Solid understanding of US/CA enhancement priorities and strategy to contribute to projects.

• Partners with Global team (Product owners, IT) and local US/CA teams to capture market requirements and business cases.

Coordinate and execute business user validation testing for each release, platform upgrade, and system migration.

• Ensure key journeys are working as expected.

• Ensure enhancements are working as expected.

• Raise defects, feedback on new enhancements, and drive defect resolution.

Activate new enhancements.

• Support local teams with initial setup

• Provide trainings

Keep local teams up-to-date by communicating upcoming releases, enhancements, and open defects.

Review analytics, customer feedback, session replays, heatmaps, and web NPS reports to improve user experience (by recommending content changes, workarounds, and enhancements).

Responsible for site health and overseeing end-to-end eCommerce operations

Monitor site health performance daily

• Raise incidents with IT with business impact and chase to resolution

• Raise opportunities to enhance the customer experience

Own E-commerce systems ensuring functionality is used to its fullest and all dyson.com activities are flawlessly executed.

Manage incident escalation and drive resolutions.

• Establish strong relationships with IT

Provide day-to-day troubleshooting and support to local teams. For major product launches and events, provide off-hours support.

Review new product setup before going live on the site and support with end-to-end testing across all systems.

Provide recommendations and options to Site Merchandising, CRM, Creative, Logistics and others when evaluating proposed content ideas based on knowledge of system capabilities.

Contribute to process improvements of E-commerce systems and ways of working with other teams.

About you

• Bachelor’s degree required
• 6+ years of E-commerce experience – Preferably with direct-to-consumer organization
• 2+ years working in E-commerce Operations
• Experience working with major web analytics and reporting tools – preferably Adobe Analytics
• Familiar with CMS and E-Commerce systems – preferably Adobe Experience Manager
• Anticipate roadblocks and proactively address issues before they impact business results.
• Ability to understand, assess, and problem solve by leveraging technical and analytics skills
• Ability to understand the Dyson brand and uphold its integrity
• Strong communication and presentation skills to stakeholder at all levels
• Ability to demonstrate proven track record of identifying new opportunities based on customer insight and data
• Must have excellent project management skills to coordinate dyson.com enhancement projects between global and local teams
• Project brief writing skills
• Proficient in JIRA
• Proactive, creative team member who enjoys solving problems and enabling those around them
• Objective, enthusiastic, committed, flexible
• Attention to detail and organizational skills
• Strong critical thinking and business curiosity; ability to drive insights and decisions utilizing