E-commerce Live Site Management Senior Consultant

Vantus is a new E-commerce platform for the Pharmaceutical Division of Cardinal Health. Vantus HQ (VHQ) will replace the existing ordering platform (Order Express) via a meaningful, thoughtful migration strategy. This platform will empower pharmacists to seamlessly order products as they transition from our legacy system.

We are seeking a highly skilled and motivated E-Commerce Platform Live Site Management Senior Consultant to strategize, plan, guide and execute the day-to-day operations and live site management of our newly launched e-commerce platform. This candidate will be a liaison between the eCommerce team, our customers, and all related functions, including sales, account management, customer service, product team, eCommerce Operations, GTBS (IT) partners, OCM partners, and leadership. This candidate must be able to intake feedback from various directions, synthesize and consider holistically how to best address the defect, training issue, question, and more. The candidate will then work with all appropriate teams to champion improvements and enhancements accordingly within a sprint cadence and/or appropriate timeline.

The ideal candidate will play a critical role in ensuring platform reliability, providing a best-in-class user experience, and driving continuous improvements to support the needs of our customers.

Responsibilities:

Platform Management:

• Maintain awareness of Vantus HQ site performance, uptime, and user experience. Escalate concerns that are observed regarding site performance efficiently and appropriately.
• Provide guidance and support to other members of live site management team, assisting with operations, troubleshooting, and issue resolution. Ensure SOPs and practices are documented, maintained and housed in the appropriate forum.
• Maintain a general knowledge of the Jira cards that define and govern the development and release plans of the program. Develop and ensure partnerships with product squads and testing team members both domestic and international, so that you can represent and answer questions regarding the content and functionality of upcoming releases and the progress and treatment of identified bugs. Represent the customer experience and point of view effectively during negotiations concerning prioritization and scheduling of fixes to the platform.
• Maintain a collaborative partnership with the VHQ Run team in accordance with standard documented processes and ensure that information is shared in both directions regarding issues reported, identified and resolved.
• Responsible for understanding and synthesizing feedback and reports of trouble from customers, sales and account teams, site or app feedback tools. Prioritize and route defects and enhancements as appropriate and ensure all members of Live Site Management team are aware of path and disposition of such.
• Ensure proper stakeholders are kept aware of the progress, content and timing of defect fixes, capability launches and enhancements coming to the Vantus HQ platform.

Customer Transition Support:

• Develop and maintain relationships with teams who represent the interests of stakeholder groups such as various sales teams, service centers, and customer support organizations. Ensure front line agents are always aware and prepared to support the launch of new features and customer groups.
• Address customer and sales feedback and issues promptly, according to agreed upon SLAs and above all ensuring a positive user experience. Implement corrective actions as required should SLAs or quality level be missed.
• Proactively plan and conduct Vantus HQ Summit sessions, including building and distributing agendas, minutes and materials following each meeting.
• Assist LSM to develop training materials, arrange training logistics and deliver training sessions to stakeholders as appropriate. Track the assignment of training, attendance and completion of required coursework and produce weekly metrics for publication to key stakeholders.
• Partner with VHQ Product teams to gain clarity and understanding of key capabilities being launched and timelines for availability. Ensure that LSM team documentation is updated and maintained accordingly. Ensure that all members of LSM team as well as ITSC and PCS partners are updated and trained on these capabilities.
• Collaborate with VHQ Implementation team partners to build and validate readiness strategies, assist in developing tailored preparation plans for each audience as requested.
• Monitor and spot check quality levels of service being provided by LSM, ITSC agents, PCS agents, sales team members, etc.  to ensure understanding and adherence to best practices. Intervene appropriately with corrective guidance as required.
• Ensure that sales teams and account management teams across all COTs are awa