Senior Retail Operations Manager, eCommerce - The Knot Worldwide

The Knot Worldwide has an opportunity for a Senior Retail Operations Manager on our eCommerce Business team. As the primary operational point of contact to our Retailers they will ensure a seamless experience for our couples to create, sync and add their gifting registries under TheKnot.com so that their guests and families can easily find them. This is a collaborative role working with our data, engineering and business development partners to ensure a smooth onboarding and off boarding experience. This role will develop strong relationships with our retailer partners optimizing and standardizing how data is shared and evaluating opportunities for growth and optimization.

RESPONSIBILITIES:

Relationship Management:

• Act as the primary operational liaison to our Retailers in partnership with Business Development for onboarding, account management, and offboarding of partners
• Create support plans to meet contractual requirements in collaboration with all necessary stakeholders
• Monitor integration performance daily and escalate/triage issues with internal or external teams
• Work with Retail partners to understand their technical roadmaps that could impact The Knot user experience
• Present Retailer SLA performance on a regular cadence to educate and support partners toward optimal integration health

• Regularly monitor & test registry creation functionality, product synchronization, and attribution
• Strategize and implement best practices to constantly improve partner sentiment
• Maintain integration documentation and update as changes occur or nuances arise
• Work with technical teams to address system errors or inconsistencies
• Support the implementation of SOXs processes related to revenue assurance
• Identify program opportunities and develop data-driven strategies for improvement and/or innovation

• Assist Revenue Operations Manager with analyzing billing data to identify trends, discrepancies, and areas for process improvement
• Identify, prioritize and project manage internal and external data or tracking issues blocking billing accuracy
• Assist in audits or compliance reviews by providing documentation and reports on billing activities and practices

• 6-8+ years of eCommerce operations experience preferred
• Bachelor's Degree preferred
• Self-starter with a solutions-oriented mindset and a desire to ideate, test, and iterate processes in collaboration with peers
• Excellent time-management, organization and multitasking skills, ability to manage all assigned projects and meet deadlines
• Strong communication skills and confidence navigating complex topics
• Technical experience including some or all of the following:
  • Data troubleshooting and analysis via Qlik, Excel, SQL, Python, etc.
  • Affiliate web tracking technology (i.e. tracking URLs, Pixels, Browser Cookies)
  • Monitoring, troubleshooting, and validating data exchanges via SFTP and API
  • Figma, Lucid, and/or Matillion experience a plus
• Operations experience related to eCommerce Technical Projects, including project management and day-to-day in ticketing systems like JIRA, Pivotal, and Asana