icebreaker: Senior Ecommerce Operations Coordinator

Vf; Honolulu (HI); On-site; USD 56,160 - 70,200; Full time

Benefits offered by this job

Annual incentive plan

Sales incentives or commission

Comprehensive benefits

Job summary

VF is seeking a Sr. Coordinator to manage North American e‑commerce operations, driving consumer satisfaction and operational excellence.

The role oversees regional reporting, KPI tracking, and ongoing website optimization across the US and Canada to support business objectives. Responsibilities include monitoring order accuracy, coordinating with multiple teams, and guiding data‑driven decisions on inventory, privacy policies, and feature launches.

Qualifications

• Minimum of 3 years of e-commerce experience in a trading environment.
• Experience with e-commerce platforms; SFCC desirable.
• Effective communication and ability to collaborate.
• Continuous improvement mindset and strong time-management.
• Self-motivated, proactive and a self-starter.
• Proficiency in Microsoft Office, especially Excel.
• Understanding GA360/GA4.
• Formal education preferred, experience is primary criteria.

Responsibilities

• Own regional e-commerce trade reporting – daily, weekly and monthly.
• Track and analyze KPIs such as customer satisfaction, NPS, and shipping lead times.
• Support day‑to‑day management of the website and optimize payment, delivery, and order flow.
• Monitor order accuracy and return rate with cross‑channel teams.
• Partner with demand and inventory planners on stock and transfers.
• Own regional consumer data privacy policies with VF Central teams.
• Serve as primary contact between e‑commerce and other functions to improve website performance.
• Collaborate with US/Canada e‑commerce customer service to reduce interactions.
• Coordinate with operations to maintain in‑stock rates.
• Lead regional projects with technology; define requirements and business cases.
• Coordinate UAT and post‑launch monitoring for new features and campaigns.
• Implement website changes with regional teams to improve service.
• Analyze return reports and surveys to reduce return rate.
• Diagnose pain points and implement KPI-driven solutions.

Skills

3+ years ecommerce experience

Effective communication

Time management

Self-motivated

Excel

GA360/GA4

Continuous improvement mindset

Education

Formal education preferred

Tools

SFCC

Job description

Full job description - Join the icebreaker family. Icebreaker is a brand focused on natural alternatives and sustainability, proudly ensuring 95 % of fibers are natural or plant‑based. We are looking for a Sr. Coordinator to help manage and continuously improve North American e‑commerce operations, ensuring consumer satisfaction and operational excellence.

Responsibilities

• Own regional e‑commerce trade reporting – preparing and sharing daily, weekly and monthly reports.
• Track and analyze operational KPIs such as customer satisfaction, NPS, case resolution time and shipping lead time.
• Support day‑to‑day management of the website, ensuring it is operational and continually optimized (payment, delivery, order flow, etc.).
• Monitor order accuracy and return rate, collaborating with cross‑channel teams to uphold consumer satisfaction.
• Use sales and consumer behaviour data to partner with the Sr. Demand and Inventory Planner on low and soon‑to‑be out‑of‑stock items and negotiate inventory transfers.
• Own regional consumer data privacy policies and procedures with support from VF Central teams.
• Serve as the primary contact between the e‑commerce team and other functional teams (customer service, distribution centre, supply chain, legal, technology, etc.) to enhance website performance and meet business objectives.
• Work closely with US and Canadian e‑commerce customer service teams to identify pain points and recommend actions to reduce customer service interactions.
• Collaborate with operations to ensure in‑stock rates and protect inventory levels.
• Partner with technology to act as the regional champion for features and initiatives; provide business cases, requirements and lead end‑to‑end regional projects.
• Coordinate user acceptance testing and post‑launch monitoring for new features, campaigns, promos and seasonal launches.
• Coordinate with regional teams to implement changes on the website to improve customer service and distribution centre processes.
• Analyze return reports and post‑transactional surveys to identify trends in product quality, descriptions, user flow, payment processes, etc., and recommend corrective actions to reduce return rate.
• Diagnose operational pain points and work with stakeholders to implement solutions driven by KPI success.

Success Metrics

Success involves expert knowledge of daily website functions and the impact of external teams on consumer satisfaction. Key KPIs include increasing NPS and consumer satisfaction, ensuring order accuracy, decreasing return rate, and maintaining inventory rates throughout the seasonal cycle.

Qualifications

• Minimum of 3 years of e‑commerce experience in a trading environment.
• Prior experience with e‑commerce platforms (SFCC desirable but not required).
• Effective communication skills and ability to work collaboratively.
• Continuous improvement mindset and strong time‑management skills.
• Self‑motivated, proactive, and a self‑starter.
• Proficiency in Microsoft Office, especially Excel.
• Understanding of GA360/GA4.
• Formal education and postgraduate degrees are a plus but not required; experience is the primary criteria.

What We Will Teach You

• Setting and committing to long‑term business objectives based on industry intelligence, market drivers and brand values.
• Using market insights and data to optimally adjust business strategies.
• Approaching challenges as opportunities and driving sustainable growth.
• Managing an e‑commerce business end‑to‑end.

EEO Statement

At VF, we value a diverse, inclusive workforce and provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to a wide range of protected characteristics. VF will accommodate qualified individuals with disabilities to the extent required by applicable law. VF will also consider qualified applicants with arrest and conviction records in compliance with the San Francisco Fair Chance Ordinance.

Compensation and Benefits

• Hiring range: $56,160.00 - $70,200.00 USD annually.
• Additional compensation potential: annual incentive plan, sales incentive or commission.
• Comprehensive benefits covering mental, physical and financial well‑being.