Team Lead Ecommerce Operations and application support

Bombardier Recreational Products Inc.; São Paulo; Híbrido; BRL 60.000 - 100.000; Tempo integral

Resumo da oferta

An innovative company is seeking a Team Lead for Ecommerce Operations to shape its digital strategy and enhance customer experience. This pivotal role involves guiding a team of specialists to optimize order management processes, ensuring smooth operations from order creation to fulfillment. The ideal candidate will have a strong background in ecommerce and team leadership, with a focus on data analysis and incident resolution. Join a dynamic team dedicated to fostering an inclusive culture and driving success in the recreational vehicle industry, while enjoying a hybrid work model that balances office and remote work.

Serviços

Hybrid Work Model

Inclusive Culture

Opportunities for Growth

Global Team Environment

Qualificações

• 3+ years of experience in retail operations or business analysis.
• Strong leadership skills in team environments.

Responsabilidades

• Lead the team in optimizing the online order management cycle.
• Analyze data and recommend updates to improve business plans.

Conhecimentos

Team Leadership

Ecommerce Operations

Data Analysis

Order Management Systems (OMS)

Customer Service

Formação académica

Bachelor's Degree in Business

Bachelor's Degree in Computer Science

Ferramentas

SAP

Analytics Tools

Descrição da oferta de emprego

As the Team Lead Ecommerce Operations - Direct to Consumer, you will play a pivotal role in shaping our digital strategy by guiding a team of specialists (orders management and operations, Product Owners, Business Analysts) to monitor and optimize the operations of BRP's Ecommerce channel. This includes overseeing the full order flow: from online experience to creation, fulfillment, after-sales, and back-office activities.

Your expertise will ensure the ecommerce store is run and optimized in alignment with business priorities, resource capacities, and revenue impact. Under the leadership of the Operations and Performance Sr. Manager, you will collaborate closely with the Performance marketing team, merchandising team, solution delivery team, and IT (interfaces, SAP, etc.) to ensure smooth operations, resolve bugs, and pursue continuous improvement.

YOU’LL HAVE THE OPPORTUNITY TO:

1. Ensure the overall quality of BRP’s direct-to-consumer experience by leading the team in monitoring the health and performance of the online order management cycle, from order creation to fulfillment, after-sales, and back-office activities. Define incident resolution workflows and methodologies.
2. Lead analysts and product owners responsible for monitoring order status, resolving inquiries, supporting escalations, troubleshooting incidents affecting customer experience, and ensuring system processes function properly. Support customer service, external partners, and application support teams in incident resolution. Achieve customer sales, support, and shipping/delivery metrics related to sales, cancellations, returns, and refunds.
3. Enhance eCommerce operations maturity by improving processes and automating monitoring and alerting.
4. Define and maintain SOPs for the online store, aiming to improve customer experience.
5. Identify root causes of issues, develop plans for short and long-term improvements, and act as liaison between internal stakeholders (customer service, dealer network, external partners, IT). Contribute to defining new D2C retail-oriented RACI matrices, navigate business interdependencies, and provide informed diagnoses and resolution plans respecting SLAs and procedures.
6. Participate in quality assurance for order management flows.
7. Interpret data, analyze results using analytics and research methodologies, evaluate KPIs, produce reports, and recommend business plan updates.

YOU’LL THRIVE IN THIS ROLE IF YOU HAVE THE FOLLOWING SKILLS AND QUALITIES:

• Bachelor’s Degree in business, commerce, computer science, or a related field.
• Experience in team leadership roles (team lead, domain lead, supervisor).
• At least 3 years of experience in retail, in roles such as operations specialist, business analyst, or client care/support specialist.
• Participation in OMS, digital/eCommerce, B2C, or omnichannel projects is a strong asset.
• Comfortable being the last point of contact in issue resolution processes.

ACKNOWLEDGING THE POWER OF DIVERSITY

BRP is committed to fostering an inclusive culture that values diversity in backgrounds, beliefs, and experiences. We believe that our diversity fuels innovation and drives our success. We strive to create a workplace where everyone feels they belong, can grow, and find purpose.

WELCOME TO BRP

We are a global leader in recreational vehicles and boats, dedicated to innovation across snow, water, asphalt, dirt, and air. Headquartered in Valcourt, Quebec, with manufacturing facilities worldwide, our team of nearly 20,000 passionate employees shares a belief that the journey matters more than the destination.

This position is based in Campinas, Brazil, with a hybrid work model (2-3 days in the office). Resumes in English are preferred.