Digital Retail Operations Specialist

Specialized Bicycle Components

83d • $25 - $30

About The Position

The Digital Retail Operations Specialist is a pivotal member of the Retail Digital Team in ensuring digital excellence across platforms where riders interact and purchase from our company, including eBay and Shopify. This role is responsible for timely processing of returns as well as monitoring and optimization of operational KPIs related to return rate, Affirm Financing performance, site errors, and achievement of 3rd party marketplace SLA metrics. This team member should have a strong aptitude for various programs and a willingness to learn, thriving in an environment that rewards diligence, detail, and focus. This role is perfect for bike enthusiasts who share our core belief that bikes change lives.

Requirements

• Passion for cycling and the Specialized brand and in-depth knowledge of bicycles and related products.
• Minimum 4 years’ experience in ecommerce, online retail, or a related field.
• Experience optimizing online return policies and procedures to improve customer experience and reduce return rates.
• Familiarity with Narvar or other similar online returns platform.
• Knowledge of 3rd Party Marketplace performance requirements and KPIs.
• Knowledge of financing providers such as Klarna or Affirm and how to leverage Financing offers in an eCommerce environment to drive order values.
• Proficiency in using Excel sheets for data analysis and reporting.
• Computer multitasking skills to efficiently manage various tasks concurrently.
• Creative and organized mindset for content creation and marketing initiatives.
• Strong team player who can collaborate effectively with colleagues and departments.
• Strong communication and collaboration skills, meticulous attention to detail, and the ability to prioritize and manage multiple projects in a fast-paced team environment.

Responsibilities

• Timely processing of all digital return requests, cancellations, and refunds.
• Supports updates to the Returns Policy based on business needs and guidance from leadership.
• Assist in tracking return rate KPIs and support initiatives aimed at reducing return volume, such as Final Sale policies.
• Serve as the main point of contact for Narvar Returns Platform tasks and troubleshooting.
• Monitor 3rd Party Marketplace Operational KPIs (such as eBay order cancelation rate, late shipment rate) and report findings to relevant team(s).
• Monitor Affirm Financing and share insights with leadership to support financing business growth.
• Support the Operations Lead in resolving site errors that impact inventory availability, order fulfillment, returns and more.
• Acts as the liaison between Rider Care and Operations within the scope of digital orders.

Benefits

• Competitive health care (Medical PPO or HDHP)
• Dental
• Vision
• Health Savings Account (HSA)
• Short- and Long-Term Disability
• Company sponsored life insurance & AD&D and Disability Insurance
• Optional Term Life Insurance
• Optional Critical Illness insurance
• Optional Critical Accident insurance
• Competitive vacation package
• 401(k) with match
• 8 Weeks paid parental leave
• Paid company holidays
• Employee discounts on all product
• Deep partner retail discounts
• Fitness & Events Reimbursement
• Employee Assistance Program
• Commuter Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees