Remote eCommerce Ops Senior Analyst, Parts & Accessories

Group 1 Automotive; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, and prescription drug

Vehicle discount program

Tuition assistance

Paid time off and holidays

Job summary

Ford Motor Company seeks a Non-Vehicle eCommerce Operations Senior Analyst to deeply understand B2C and B2B Parts and Accessories eCommerce needs, ensuring a seamless purchase and fulfillment experience while enabling dealers and suppliers to do business easily. You will collaborate with Dealers, Business Partners, Software Product Managers, Analytics and Research to drive customer-centric improvements.

The role supports customers across the United States with a focus on delivering value through

Qualifications

• Bachelor’s degree or a combination of education and equivalent work experience.
• 5+ years of experience in eCommerce operations including eCommerce operational strategies and tactics focused on empowerment and scaling operational efficiency.
• 2+ years of experience communicating with and influencing operational and technical team members at all levels, including with a Software Product Organization to influence product strategies and roadmaps.
• 1+ years of experience managing customer and supplier issues and relationships.

Responsibilities

• Assist with daily operations including triage, troubleshooting, and resolution of eCommerce customer, dealer, and supplier issues within Service Level Agreement targets.
• Primary Parts and Accessories B2B Customer and Dealer contact for issue identification, resolution and enhancement requests.
• Lead tracking and managing business financials, budgets, invoices, payments, and accruals.
• Lead Dealer, Customer Relationship Center, Field and internal business communications, education and training for eCommerce sales opportunity, operations best practices and systems.
• Lead large fleet and wholesale customer account management and strategy.
• Assist with special projects or enhancement initiatives.
• Lead & collaborate with team members (Dealer, Business, UX, Software Engineering, Finance, etc.) to translate business goals and end user needs into strategy and tactics to execute and deliver value.
• Lead payment processor relationship and account management, including fraud monitoring.
• Assist promotion and offer strategy business case creation through finance and business approval.
• Maintain operations, process flow, and internal control necessary documentation.
• Serve as subject matter expert on Parts and Accessories eCommerce customer needs from order placement to fulfillment through return – gain a deep understanding of current and evolving eCommerce customer needs, trends, competitive activity and technology advancement to inform strategies and tactics.
• Identify and implement strategies and tactics to improve efficiency and customer satisfaction by pulling, analyzing and translating analytics and behavioral data into actionable insights with forecasted values for goal setting, KPI’s and prioritization.
• Clearly identify pros, cons, issues, obstacles and dependencies for actions.
• Influence cross‑functional team members to adopt new operational strategies and tactics with strong data‑based recommendations providing context for change.
• Assist with user acceptance testing (UAT) including but not limited to websites, order management system, product information management system and payment processing.
• Collaborative team member focused on solving together.

Skills

Communication

Influencing stakeholders

Data analysis

Problem solving

Education

Bachelor’s degree or combination of education and equivalent work experience

Job description

Ford Motor Company seeks a Non-Vehicle eCommerce Operations Senior Analyst to deeply understand B2C and B2B Parts and Accessories eCommerce needs, ensuring a seamless purchase and fulfillment experience while enabling dealers and suppliers to do business easily. You will collaborate with Dealers, Business Partners, Software Product Managers, Analytics and Research to drive customer-centric improvements.

The role supports customers across the United States with a focus on delivering value through