eCommerce Operations Manager

Dyson•Toronto, ON

11d•Onsite

About The Position

Dyson is a global technology enterprise that is growing rapidly and has ambitious goals for expansion across more categories and locations. The Canadian headquarters in Toronto has been recognized as a top employer. The company is committed to a collaborative campus culture that fosters learning and development in a social and dynamic environment. This role focuses on elevating the customer experience of dysoncanada.ca by managing, coordinating, executing, and auditing the site's operations and customer experience on a daily basis. The position will leverage analytics and customer feedback to propose enhancements, increase conversions, and improve Net Promoter Score (NPS). The eCommerce Operations Manager will act as a liaison between E-commerce, IT, and other key stakeholders to investigate and escalate issues. Key responsibilities include overseeing day-to-day operations and site health for dysoncanada.ca, ensuring maximum uptime and a seamless customer experience. This involves proactively monitoring site performance, identifying and addressing issues, and suggesting UX improvements. The role requires anticipating and resolving operational roadblocks, leading business validation studies for new products and features, and ensuring flawless execution of e-commerce functions. Collaboration with Merchandising, CRM, Creative, Logistics, and other teams is essential to assess content and campaign feasibility. Building strong partnerships with IT for incident management and system improvement is crucial. The role also involves leading troubleshooting and QA for technical issues, diagnosing root causes, and implementing solutions. Driving process optimization, standardizing routines, documenting procedures, and maintaining operational playbooks are key. Additionally, partnering with internal teams and external payment providers to secure competitive transaction rates and improve cost efficiency is expected. In terms of site enhancements and eCommerce transformation, the role champions a structured, process-driven approach to continuous improvement. This includes building business cases for new features using data and customer insights, managing an enhancement pipeline, and tracking progress. The manager will support eCommerce transformation projects, facilitate cross-functional business change, and ensure timely delivery of initiatives. Partnering with Global Product Owners, IT, and local teams to prioritize website enhancements that drive business outcomes is vital. Collaboration with the wider North America team to leverage A/B testing and best practices is expected. The role involves leading business user validation testing, coordinating feedback, tracking defects, and ensuring new releases meet operational standards. Harnessing analytics, NPS data, session replays, heatmaps, and direct feedback to drive recommendations and optimizations is a core function. Maintaining transparency through status updates and progress reports to stakeholders is also required.

Requirements

Bachelor’s degree required (Business, Marketing, eCommerce, or related field preferred)
Minimum 4 years’ experience in eCommerce, ideally within a direct-to-consumer environment
At least 2 years in eCommerce operations roles, with hands-on ownership of site functions and business processes
Proficient in major web analytics and reporting tools; Adobe Analytics experience strongly preferred
Experience with Content Management and eCommerce systems, such as Adobe Experience Manager, Hybris or similar platforms is strongly preferred
Strong understanding of how technical changes impact revenue, business processes, and overall commercial performance
Strong analytical & problem-solving skills, with the ability to leverage technical, performance data and customer insights
Excellent communication and presentation skills; able to engage and influence stakeholders at all levels
Proven ability to identify new opportunities using customer insights and data-driven analysis
Exceptional project management skills to coordinate dysoncanada.ca enhancements across global and local teams
Skilled in writing clear, actionable project briefs
Proficient in JIRA for managing tasks, workflows, and issue tracking
Proactive, creative problem-solver who supports and empowers the team
Objective, enthusiastic, committed, and adaptable in a fast-paced environment
Relentless attention to detail and strong organisational skills
Strong critical thinking and business curiosity; able to generate insights and drive decisions using varied data sources
Demonstrated ability to own and manage multiple projects with competing priorities
Skilled at building collaborative relationships across local and global teams

Responsibilities

Oversee day-to-day operations and site health for dysoncanada.ca, ensuring maximum uptime and seamless customer experience.
Monitor site performance proactively, identifying and surfacing issues and opportunities for UX improvements.
Anticipate and resolve operational roadblocks quickly, working cross-functionally to keep the digital customer journey smooth and reliable.
Lead business validation studies for new products, features, and system changes.
Ensure processes and e-commerce functions are executed flawlessly, continuously seeking operational excellence.
Act as a central point of contact, collaborating with Merchandising, CRM, Creative, Logistics, and other teams to assess content, campaign, and promotional feasibility.
Build and maintain strong partnerships with IT for effective incident management, rapid issue resolution, and continuous system improvement.
Lead troubleshooting and QA for complex technical issues and launches, diagnosing root causes and implementing robust solutions.
Drive ongoing process optimization, standardizing routines, documenting procedures, and maintaining up-to-date operational playbooks.
Partner with internal teams and external payment providers to secure competitive transaction rates, uplift conversion, and improve cost efficiency.
Champion a structured, process-driven approach to continuous improvement and digital transformation for dysoncanada.ca.
Build robust business cases for new features or enhancements using data, customer insights, and commercial priorities.
Own and manage a dynamic enhancement pipeline, balancing quick wins with strategic initiatives, and tracking progress.
Manage and support eCommerce transformation projects, facilitating cross-functional business change, aligning stakeholders, and ensuring initiatives are delivered on time and to specification.
Partner with Global Product Owners, IT, and local teams to identify, scope, and prioritize website enhancements.
Collaborate closely with the wider North America team, leveraging A/B testing and best practices to maximize conversion and customer satisfaction.
Lead robust business user validation testing, coordinating cross-functional feedback, tracking defects, and ensuring new releases meet operational standards.
Harness analytics, NPS data, session replays, heatmaps, and direct feedback to drive evidence-based recommendations and optimizations.
Communicate status updates, prioritization rationale, and progress on site enhancements to all key business stakeholders.