Manager, eCommerce Operations

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

Job summary

GlaxoSmithKline plc seeks a Manager of eCommerce Operations to lead end-to-end operations for US vaccine eCommerce channels. The role focuses on access, growth, and exceptional customer experience, partnering with Market Access, US Commercial, and US Digital/Tech teams.

You will manage production support, data analytics, and KPI-driven improvements, with hybrid work in the United States. Requires SAP Hybris expertise and strong data tooling experience.

Qualifications

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

Responsibilities

• Oversee eCommerce Operations including Channel Compliance, Production Support, Platform Testing, Reporting and Data Analytics, Ticket Management, and Vendor Management.
• Collaborate with Tech and Business stakeholders to meet Channel KPIs and support Market Access strategies.
• Engage with platform and vendor solutions to troubleshoot eCommerce issues across SAP/Hybris and related systems.
• Participate in Agile sprint cycles and support business case reviews for operations balancing brand and trade strategies.
• Own eCommerce Power BI dashboards and support ad hoc data analytics requests.

Skills

eCommerce operations

Stakeholder engagement

Agile

Data analytics

SQL

Vendor management

Education

Bachelor's degree in IT/Finance/Business

Tools

SAP Hybris

Azure

Power BI

SQL

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 Qualifications:

• 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

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

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.

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].

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.

For more information, please visit the Centers for Medicare and Medicaid Services (CMS) website at https://openpaymentsdata.cms.gov/

We are a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years. Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together. Find out more on our career site.