E-Commerce Operations Manager

Montblanc; New York (NY); On-site; USD 100,000 - 125,000; Full time

Job summary

Montblanc seeks an E-Commerce Operations Manager to enhance its digital luxury brand. This role involves managing order processing, fulfillment operations, and ensuring operational excellence across eCommerce channels. The ideal candidate will have a strong background in eCommerce operations, particularly within luxury retail, and be adept at problem-solving and communication.

Benefits

Medical, dental, and vision programs

401(k) with employer match

Paid time off

Wellness reimbursement benefit

Employee assistance program

Volunteer days off

Qualifications

• 4+ years of experience in eCommerce operations or related operational role.
• Experience in Agile environments with Scrum Master certification preferred.
• Proven team player who can prioritize and multitask effectively.

Responsibilities

• Manage core eCommerce functions including order processing and issue resolution.
• Oversee daily eCommerce operations and ensure operational readiness.
• Monitor key systems for synchronization issues and bugs.

Skills

Problem-solving

Communication

Organizational skills

Technical abilities

Education

Bachelor's degree

Tools

SAP

Salesforce Commerce Cloud (SFCC)

Content Management Systems (CMS)

Job description

Join to apply for the E-Commerce Operations Manager role at Montblanc

At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas.

E-Commerce Operations Manager

Montblanc | New York, NY

Reports to: Director, Ecommerce

WHO WE ARE?

At Montblanc, we craft luxury products designed to inspire. From fine writing instruments and leather goods to timepieces and accessories, our Maison blends heritage, innovation, and craftsmanship to deliver exceptional quality. As we evolve our eCommerce ecosystem, we are looking for passionate, detail-oriented individuals who thrive in a fast-paced, dynamic environment and are committed to delivering operational excellence.

Role Overview

Join us in advancing Montblanc’s position as a leading digital luxury brand within a dynamic and collaborative environment. Reporting to the Senior Manager of eCommerce, this candidate will support the end-to-end operational infrastructure of Montblanc.com in North America. This role is responsible for managing core eCommerce functions, including order processing, system performance, inventory alignment, and issue resolution. You will collaborate cross-functionally with the Client Relations, Fulfillment and Logistics, After-Sales, IT, and Global HQ teams to ensure operational accuracy, data integrity, and readiness across all digital initiatives. This role is key to enabling omnichannel execution and supporting a Client Relations team focused on excellent client service and experience.

Key Responsibilities

1. Escalation & Issue Management
   • Lead and manage operational escalations from the Client Relations Center (CRC), including fraud investigations, payment validation issues, order holds, returns, transport claims, and omnichannel service challenges such as boutique pickup issues and in-store fulfillment.
   • Partner closely with the After-Sales team to manage repair and replacement workflows and drive timely, client-centric resolutions.
   • Create and maintain reporting dashboards to analyze escalation trends, proactively address root causes, and optimize processes for faster, more effective resolution.
   • Collaborate cross-functionally with CRC, Retail Operations, and IT teams to align on investigation protocols, documentation standards, and root-cause remediation.
2. Fulfillment & Logistics Excellence
   • Manage end-to-end fulfillment operations, ensuring timely and accurate order processing, dispatch, and delivery across eCommerce and omnichannel channels.
   • Act as the key liaison with warehouse to monitor SLAs, optimize throughput, and ensure high levels of service accuracy.
   • Oversee return logistics, RTV processes, and personalized order flows, ensuring reverse logistics are smooth and client friendly.
   • Continuously identify and implement improvements to fulfillment workflows, minimizing delays and errors.
   • Partner with Supply Chain, CRC, and eCommerce teams to resolve inventory visibility issues, order anomalies, or shipping constraints quickly and effectively.
   • Track and report on fulfillment KPIs such as delivery lead times, error rates, and return turnaround time.
3. Daily Operations & Client Experience Support
   • Oversee daily eCommerce operations, including order processing, return handling, and resolution of inventory discrepancies.
   • Ensure operational readiness and accuracy for product launches, digital campaigns, and promotional events.
   • Support QA for new product and content launches, coordinating with eCommerce, CRC, and Digital teams to ensure accuracy across PDPs and site navigation.
   • Provide cross-functional coverage and updates during high-impact moments (e.g., peak sales periods), ensuring the Client Relations Center and Fulfillment teams are aligned on expectations and potential impacts.
4. Technical Operations & Systems Oversight
   • Monitor key systems such as SAP, SFCC, and OMS for synchronization issues, bugs, and platform discrepancies.
   • Own the submission, tracking, and resolution of technical tickets in coordination with IT and platform support teams.
   • Partner with CRC and eCommerce teams to proactively identify and mitigate site and system issues before they impact the customer experience.
   • Support User Acceptance Testing (UAT) and regression testing for new feature rollouts, ensuring stable and accurate site performance.
   • Document recurring issues and develop SOPs and escalation paths to reduce resolution times and business disruption.

Qualifications

The ideal candidate is a curious problem-solver with strong systems, technical and communication abilities. This candidate possesses excellent organizational skills, is detail-oriented, and displays a commitment to providing excellent customer service.

• Bachelor's degree required
• 4+ years of experience in eCommerce operations or a related operational role, preferably within luxury or high-end retail environments.
• Extensive experience working with SAP and Salesforce Commerce Cloud (SFCC), with strong proficiency in using these systems to manage eCommerce operations and back-end processes.
• Experience working in Agile environments, with Scrum Master certification (CSM or equivalent) strongly preferred; ability to facilitate sprints, stand-ups, and cross-functional planning.
• Demonstrated expertise with Content Management Systems (CMS), understanding how to manage digital content and streamline workflows effectively.
• Highly skilled with computer systems and technology, with the ability to quickly learn and adapt to new software applications and tools.
• Proven team player who takes initiative, can prioritize and multitask effectively without sacrificing attention to detail, and thrives in a dynamic, fast-paced environment.
• Exceptional organizational, project management, communication, and follow-through skills, with the ability to manage multiple projects simultaneously and deliver on time.

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Expected Salary Range: $100k-$125k

Salary will be determined based on relevant skills and experience.