Live Ops Senior Specialist | English

As part of the Digital Operations Team, this role focuses on ensuring seamless operations across the client's website and app. The team works closely with incident management, tackling issues as they arise and ensuring digital campaigns run smoothly. This involves collaboration with various teams, including Customer Service, Fraud Prevention, and Content Creation, to maintain the highest platform standards. 
A key aspect of this role is problem-solving in real time, preventing and addressing issues such as checkout failures and other platform disruptions. The team continuously refines processes and workflows to enhance daily operations and prevent future issues.

• Oversee 365 Live Ops programming, establishing processes, policies, and action plans to prevent incidents.
• Lead teams through incidents, ensuring efficient resolution to minimize impact on consumers and business operations.
• Organize efforts to prevent future incidents and enhance operational stability.
• Establish best practices to prevent recurring issues and improve platform performance.
• Ensure cross-functional teams have the necessary resources to operate smoothly.
• Act as a first responder to digital platform issues, troubleshooting and resolving problems.
• Build structured workflows to enhance operational efficiency.
• Ensure platform stability during peak retail periods, especially Cyber Week (Black Friday).
• Collaborate with various teams to facilitate problem-solving.
• Balance reactive (40%) and proactive (60%) responsibilities to maintain platform reliability.
• Work in a fast-paced, sometimes ambiguous environment, requiring strong prioritization skills.

Requirements:

• At least 3 years of experience in direct-to-consumer retail e-commerce, with a strong focus on operational project management, process optimization, and improvement.
• Proven ability to lead cross-functional teams in resolving complex issues under time-sensitive conditions.
• Strong organizational and problem-solving skills, with the ability to quickly assess situations and prioritize effectively.
• Self-motivated, adaptable to ambiguity, and capable of handling ad-hoc requests independently.
• Able to operate at the pace of the business, adjusting to both peak and off-peak demands.
• Skilled in breaking down complex information into clear, actionable plans.
• Strong communicator with a positive and engaging approach to team collaboration.
• Proficient in tools such as PowerPoint, Airtable, Miro, and Excel.

Salary Benefits:

This concerns a temporary role, for 40 hours a week. We offer a competitive salary depending on experience.

This international company is a big player in retail.