Operations Manager

The Operations Manager is responsible for overseeing the operational aspects of client onboardings, platform investigations, configuration management and new feature/enhancement market roll outs. The successful candidate will be involved, and work closely with cross-functional teams, including product management, marketing, sales, and the rest of the Product team to ensure the successful execution of product initiatives, effective collaboration, efficient processes, and timely delivery. The successful candidate report to Director of Operations.

Main Responsibilities

• Client onboardings: Collaborating with sales and customer success managers to collate all required information to successfully onboard new clients into the ecosystem.
• Client configuration: Setup and manage new/existing client configurations in the ecosystem including SKU updates (description, price, stock, etc), business discount rules, etc.
• Process Improvement: Evaluating and optimizing onboarding and configuration processes to enhance efficiency and effectiveness. Identifying areas of improvement, implementing best practices, and streamlining workflows to drive productivity.
• Communication and Collaboration: Facilitating effective communication and collaboration among cross-functional teams, ensuring clear understanding of goals, tasks, and timelines. Acting as a liaison between teams to resolve conflicts, address bottlenecks, and drive alignment.
• Testing/Validation: Testing existing / enhanced / new features on the platform to ensure they are fit for purpose. Running POCs for new business-initiated requirements.
• Enhancement / Feature deployment: Managing feature/enhancement deployment in the market following successful deployment ensuring feature documentation is present/updated, internal (and external if required) trainings are scheduled and executed. Follow up on new feature usage experience and report any bugs/misbehaviours.
• Investigations: Carry out full investigation (and root cause analysis if required) for any platform related queries. Make necessary configuration changes following the configuration management processes, escalate any code related bugs/misbehaviours.
• Reporting / Analysis assistance: Provide support for cross-functional teams, especially GTM and Marketing, on existing reporting structure and new analysis.

Experience we think you'll need:

• Relevant bachelor’s degree, or equivalent combination of education and experience
• Minimum 3 – 5 years professional experience in Operations Manager or second line Support experience
• Excellent verbal and written communication skills
• Strong experience of analysing problems and resolving them
• Experience of improving internal processes and procedures using the latest tools and techniques
• Knowledge of the FMCG sector and digital commerce platforms is a plus.
• Keen attention to detail and adherence to deadlines
• Ability to work independently with high degree of accountability, while also able to collaborate cross-functionally with other departments.

Technical Requirement

• Experience with Atlassian products (Jira, Confluence, Service Desk)
• Technical acumen (SQL, general API knowledge)
• High level knowledge of AWS infrastructure and processes
• Familiar with Agile methodology and SDL