Senior Manager, eCommerce Operations

hdsupply; Atlanta (GA); On-site; USD 140,000 - 190,000; Full time

Job summary

HD Supply seeks an experienced Senior Operations Leader to drive the eCommerce platform’s reliability, scalability, and performance. This role governs end-to-end operational governance, incident management, and process excellence to ensure long-term platform stability, in collaboration with senior leadership to align strategy with business goals.

The position focuses on proactive risk management and enabling sustainable growth across the eCommerce ecosystem for the organization.

Qualifications

• Bachelor’s degree required; related fields accepted.
• 10+ years in eCommerce operations, technical support, or related field with proven system management.
• 5+ years of progressive leadership experience including managing people managers.
• Experience with customer experience, eCommerce platforms, order management, and governance is desirable.

Responsibilities

• Develops and grows managers and senior leaders to support long-term operational needs.
• Holds accountability for the platform's operational health, resilience, and production stability.
• Sets the governing strategy for incident management and escalation for high-severity incidents.
• Influences cross-functional roadmaps to ensure operational readiness for major initiatives.
• Owns the operational governance framework, including SOPs, controls, and audits.
• Drives continuous improvement by analyzing performance trends to mitigate risks.

Skills

Customer Experience/Customer Journey

eCommerce Platforms

Order Management Systems

Process-oriented

Problem Solver

Technology Liaison

Education

Bachelor’s degree in Business, Operations, Analytics, Technology, or a related field

Job description

Preferred Qualifications

• Bachelor’s degree in Business, Operations, Analytics, Technology, or a related field.
• 10+ years of experience in eCommerce operations, technical support, or a related field, with a proven track record of managing mission-critical systems.
• 5+ years of progressive leadership experience, including demonstrated success managing people managers.
• Customer Experience/Customer Journey
• eCommerce Platforms
• Order Management Systems
• Process-oriented
• Problem Solver
• Technology Liaison

Job Summary

Drives the operational strategy and governance for the eCommerce platform's reliability, scalability, and performance. Governs the end-to-end operational framework, from incident management to process excellence, to ensure long-term platform stability. Partners with senior leadership to align operational strategy with business objectives, proactively managing risk and enabling sustainable growth.

Major Tasks, Responsibilities, and Key Accountabilities

• Develops managers and senior leaders on the team, building scalable team structures and succession plans to support long-term operational needs.
• Holds ultimate accountability for the eCommerce platform's operational health, resilience, and production stability.
• Sets the governing strategy for incident management and serves as the final escalation point for high-severity business incidents.
• Influences cross-functional roadmaps, partnering with senior leadership to ensure operational readiness for all major business initiatives.
• Owns the complete operational governance framework, including all standard operating procedures, compliance controls, and audit processes.
• Sponsors strategic continuous improvement initiatives, analyzing performance trends to mitigate systemic risks and drive long-term platform stability.

Nature and Scope

• Solutions require analysis and investigation.
• Achieves planned results by decisions and actions based on professional methods, business principles, and practical experience. May recommend/make decisions regarding new programs/initiatives that have significant impact to the business and carry consequences in unsuccessful endeavors.
• Manages a larger team or multiple small teams through direction of subordinate management and/or supervisory staff.

Work Environment

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
• Typically requires overnight travel 5% to 20% of the time.

Education and Experience

• Typically requires BS/BA in a related discipline. Generally 7+ years of experience in a related field. May require certification. Advanced degree may offset less experience in some disciplines.

Our Goals for Diversity, Equity, and Inclusion

We are committed to creating a culture that promotes equity, respect, and advocacy for every HD Supply associate. We value the diversity of our people.

Equal Employment Opportunity

HD Supply is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.