Manager, eCommerce Operations

GSK plc; Philadelphia (Philadelphia County); Hybrid; USD 120,000 - 150,000; Full time

Job summary

GSK plc is seeking a Manager, eCommerce Operations to lead and optimize our US vaccine eCommerce channel. You will own end-to-end operations for our direct-sales platform, ensure compliance, and drive customer experience for US healthcare professionals, wholesalers and distributors.

You will partner with Market Access, US Commercial, and US Digital/Tech to deliver data-driven insights, agile project execution, and robust incident management.

Qualifications

• Bachelor’s degree in IT, Finance, Business or related field.
• 5+ years of experience in SAP Hybris systems management.
• Experience with Microsoft data and analytics tools, including Azure and Power BI.

Responsibilities

• Oversee and lead eCommerce Operations, including channel compliance, production support, testing, reporting, data analytics, ticket management, and vendor management.
• Collaborate with Tech and Business stakeholders to align eCommerce operations with strategic goals and KPIs.
• Engage with channel and Tech teams to troubleshoot issues across eCommerce platforms and SAP/CERPS, and vendor solutions.
• Participate in Agile sprint cycles and ensure eCommerce tactics are executed.
• Contribute to Business Case reviews to balance Brand and Trade Strategy evolutions.
• Monitor issues and provide escalation to line management when needed.
• Support data analytics requests and own eCommerce Power BI dashboards.

Skills

SAP Hybris

Power BI

Azure

Agile methodologies

SQL

Vendor management

US vaccine market knowledge

Education

Bachelor’s degree in IT, Finance, or Business

Masters in IT or Finance

Tools

Databricks

Excel

Word

Job description

Job Title: Manager, eCommerce Operations

Job Purpose:The Manager, eCommerce Operations plays a critical role in ensuring access to the US vaccine portfolio in addition to customer contract information on behalf of US HCPs (Healthcare Professionals), wholesalers and distributors. The individual has the unique opportunity to be the operational leader within an eCommerce team that oversees GSK’s sophisticated, direct-sales channel focused on access, growth and an exceptional customer experience. The Manager, eCommerce Operations is accountable for end-to-end operational excellence of GSK’s premier eCommerce payment platforms that support ordering and payments for US vaccine customers. Role responsibilities include audit compliance of eCommerce data, apprising eCommerce policies & SOPs, platform content management, reporting & data analytics, incident triage and eCommerce project management. The manager will partner with two eCommerce Operations Analysts to ensure stable and seamless daily operations of our US vaccines eCommerce channels while partnering with matrix stakeholders in Market Access, US Commercial Business Units and US Digital/Tech. The role provides the opportunity to support a diverse vaccine portfolio and key customers across the United States through eCommerce solutions and strategic technology initiatives that drive and enhance eCommerce operations.

Key Responsibilities:

• Oversight and leadership of eCommerce Operations, inclusive of: Channel Compliance, eCommerce Production Support, Platform Testing, Reporting and Data Analytics, Ticket Management, Matrix Support and eCommerce Vendor Management.
• Proactively understand eCommerce, Business Partner and Market Access strategies and provide insight into eCommerce operations.
• Engage Tech and Business stakeholders to ensure eCommerce operations are successfully achieved and Channel KPI’s are met.
• Engage with Channel and Tech stakeholders to understand and troubleshoot eCommerce issues spanning eCommerce platforms, GSK systems (i.e., SAP/CERPS, CARS, etc.) and vendor solutions (i.e., Payments, Punchout, etc.).
• Participate in Agile sprint cycles and ensure eCommerce tactics are executed.
• Actively participate in Business Case Document reviews to provide assurance of operations that balance Brand and Trade Strategy evolutions.
• Monitor and track issues and understand how/when to escape to line management.
• Support ad hoc data analytics requests and own eCommerce Power BI dashboards.

Basic Qualifications:

• Bachelor’s degree in information technology (IT), Finance, Business, or a related field.
• 5+ years of experience in SAP Hybris systems management.
• Experience utilizing Microsoft data and analytics tools, including Azure and Power BI.

Preferred Qualification s:

• Masters in IT or Finance.
• Experience using Microsoft Excel, Word, and Access.
• Experience collaborating with cross-functional teams to achieve defined project milestones.
• Deep knowledge and functional capabilities of operating in SAP/Hybris.
• Experience with SQL.
• Experience with Microsoft Azure, Databricks and Power BI.
• Demonstrated strength in systems testing and test support operations.
• Capable of expertly and expeditiously triaging tickets that lead to high SLA achievement.
• Knowledge of the US Vaccine market.
• Experience partnering with Business and Tech colleagues with ability to process dynamic. business situations and determine how those impact eCommerce operations.
• Experience managing vendors and/or leading large technical project workstreams.
• Ability to contribute to matrix team meetings that include Channel, Market Access, US Tech and US Pharma Brand BUs.
• Ability to support marketing and/or business plans and follow SOPs.
• Ability to develop, gain approval and execute product updates and alert communications.
• Understanding of controls, audit, and/or compliance.

Work Arrangements:

This role is hybrid based in the United States. You will work partly from a GSK office and partly remotely. Exact days in office will be agreed with your manager.

Closing Date for Applications:

13/11/2026

Skills:

Agile Methodology, Customer Feedback Management, Data Governance, Data Visualization, Feature Prioritization, Generative AI, Platform Development, Product Design, Product Development, Product Lifecycle Management (PLM), Product Roadmapping, Usability Testing, User Experience (UX), User Experience (UX) Design, User Needs Analysis

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.

People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

Contact for accommodations:

If you require an accommodation or other assistance to apply for a job at GSK, please contact the appropriate Recruitment Staff by emailing us at - [e-mail].

Equal Opportunity Employer:

GSK is an Equal Opportunity Employer.

This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), military service or any basis prohibited under federal, state or local law.

Employment Agency Notice:

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

US Licensed Healthcare Professional Note:

Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK’s compliance to all federal and state US Transparency requirements. For more information, please visit https://openpaymentsdata.cms.gov/.

Benefits Summary:

Please visit GSK US Benefits Summary to learn more about the comprehensive benefits program GSK offers US employees.