Omni-Channel Operations Specialist

specialized; United States; On-site; USD 97,000 - 133,000; Full time

Benefits offered by this job

Competitive pay with performance-based

Comprehensive healthcare options

HSA with employer contributions

Dental and Vision plans

401(k) company matching

Job summary

Specialized is seeking an Omni-Channel Operations Specialist to drive the omni-channel strategy in the United States. You will coordinate programs across Digital, Tech, Retail, Supply Chain, Rider Care, and regional teams to deliver seamless rider and retailer experiences.

You will monitor performance, manage documentation, and support change management while collaborating with multiple departments to improve data flows and fulfillment operations across OMS, ERP, WMS, and CRM.

Qualifications

• 3+ years in omni-channel operations or related fields.
• Experience with fulfillment programs like BOPIS, Ship-from-Store.
• Troubleshoot data flow across e-commerce systems (OMS/ERP/WMS/POS).
• Collaborate across Product, Supply Chain, Rider Care, and retail teams.
• Track operational KPIs using Tableau, Power BI, SQL, or Excel.
• Proficient in Agile tools such as Jira and Confluence.

Responsibilities

• Coordinate program delivery for omni-channel initiatives from planning to rollout.
• Keep Digital, Tech, Retail, Supply Chain, and regional teams aligned on goals.
• Contribute to roadmaps, milestones, governance, and reporting to leadership.
• Maintain docs, maps, and operating models; support change management and training.
• Understand how orders move across OMS, ERP, WMS, CRM, and e-commerce systems.
• Monitor data accuracy and KPIs for programs like Pickup In-Store and Store Finder.

Skills

Omni-channel operations

Digital commerce

Retail systems

Supply chain

Agile environments

Education

Bachelor's degree in Supply Chain, Operations, MIS, Business Analytics, or related field

Tools

Oracle

SAP Commerce Cloud

Salesforce Lightning

Lightspeed

Shopify

Job description

Omni-Channel Operations Specialist

Are you ready to combine your passion for an active lifestyle with a meaningful and multifaceted career in the cycling industry? At Specialized, our teammates are encouraged to explore roles in a variety of functions throughout their careers. We value curiosity, a desire to try new things, and an eagerness to learn about all aspects of the business. Join us in making the world a better place through the power of bicycles and build your dream career at the same time!

Do you get energy from connecting digital experiences with what happens in the real world? Are you highly organized but also ready to jump in and solve problems when technology, inventory, or fulfillment doesn't go according to plan? Are you excited to work across teams and regions to create a better experience for Riders and retailers?

Specialized is searching for a collaborative and solutions-focused individual to join our team as an Omni-channel Operations Specialist. This role will help bring our omni-channel strategy to life by coordinating key programs, supporting regional adoption, monitoring performance, and partnering across Digital, Tech, Retail, Supply Chain, Rider Care, and regional teams to deliver seamless experiences for Riders and retailers.

HOW YOU'LL MAKE A DIFFERENCE

• Coordinate program delivery for omni-channel initiatives, from planning through rollout, adoption, and continuous improvement.
• Keep Digital Product, Global Tech, Retail, Supply Chain, Rider Care, and regional teams aligned on goals, timelines, and readiness.
• Contribute to program roadmaps, milestones, and governance, while providing regular reporting to leadership on program status, KPIs, risks, and dependencies.
• Maintain program documentation, process maps, and operating models, and support change management, training, and communications for global and regional teams.
• Build a deep understanding of how orders and leads move across OMS, ERP, WMS, CRM, and e-commerce systems.
• Monitor data accuracy and lifecycle KPIs to keep distributed fulfillment programs like Pickup In-Store, Fulfill From Store, Lead Gen, and Store Finder running reliably.
• Triage and elevate issues affecting the Rider experience or operations, partnering with tech teams through resolution.
• Identify optimization opportunities across routing, orchestration, data flows, and digital-to-retail processes.
• Represent business and regional needs in product roadmap discussions, user stories, and prioritization.
• Support enhancements to site features like Retailer Locator, Find in Store, and inventory visibility tools.
• Identify process gaps and propose scalable solutions that improve efficiency and the Rider experience.
• Act as the operational link between Digital Ops and regional teams to drive consistent adoption and performance.
• Partner with merchandising, retail, and supply chain teams to align omni-channel capabilities with commercial and inventory plans.
• Equip Rider Care to confidently support omni-channel experiences and help drive efficiency and sustainability through smoother digital-to-retail workflows and reverse logistics.

WHAT YOU NEED TO WIN

• 3+ years of experience in omni-channel operations, digital commerce, retail systems, or supply chain at a multi-channel brand.
• Hands-on experience supporting fulfillment programs like BOPIS, Ship-from-Store, In-Store Order Entry (Order For Rider), or Store/Stock Locators.
• Working knowledge of how data moves across e-commerce, OMS, ERP, WMS, and POS, with the ability to troubleshoot inventory feeds, order routing, and fulfillment status issues.
• Strong collaboration skills, with experience partnering across Product, Supply Chain, Rider Care, and retail teams to document issues and help shape clear requirements and user stories.
• Experience tracking and reporting operational KPIs such as feed accuracy, cancellations, and SLAs using Tableau, Power BI, SQL, or Excel.
• Bachelor's degree in Supply Chain, Operations, MIS, Business Analytics, or a related field, or equivalent experience.
• Hands-on experience with Oracle, SAP Commerce Cloud, Salesforce Lightning, or retail POS platforms such as Lightspeed or Shopify is preferred.
• Exposure to independent dealer networks, partner portals, or dealer onboarding is preferred.
• Experience supporting multi-region rollouts across NA, EMEA, LATAM, or APAC is preferred.
• Comfort working in Agile environments using Jira and Confluence.
• A passion for cycling, the outdoors, and making every Rider's experience better.

Benefits include:

• Compensation: $97,000 to $133,000 annually
• Competitive pay with annual performance-based reviews for continued growth and recognition
• Comprehensive healthcare plan options, including PPO, EPO, HDHP, and HMO (acupuncture and physical therapy included)
• Health Savings Account (HSA) with employer HSA contributions when enrolled in the High-Deductible Healthcare Plan (HDHP)
• Dental and Vision plans
• 401(k) Company Matching up to $5,000 annually with immediate