Ecommerce Payment, Operations & Innovation Manager

Bose Corporation•Atlanta, GA

1d•Onsite

About The Position

The Ecommerce Payment, Operations & Innovation Manager is responsible for the day-to-day performance and operational excellence of the ecommerce experience across the full customer journey, while also driving continuous improvement through innovation, pilot programs, and emerging technologies. This role owns end-to-end ecommerce operations—including site performance, payments, inventory readiness, order management, delivery, and post-purchase experience—and ensures a seamless, frictionless path to purchase for customers. In addition, this role leads the identification, testing, and scaling of innovative solutions (including AI and emerging capabilities) to reduce customer friction, improve operational efficiency, and unlock new value. Acting as a bridge between Operations, Product, and Technology, this role incubates early-stage ideas and pilots in coordination with stakeholders before transitioning successful initiatives into formal product or roadmap pipelines. This role partners closely with cross-functional teams—including Technology, Product, Marketing, Merchandising, Supply Chain, Finance, Customer Support, and external vendors—to proactively identify and resolve customer friction. A strong focus is placed on Voice of Customer (VoC) insights and inventory health to ensure demand generation, availability, and execution are tightly aligned.

Requirements

5+ years of experience in ecommerce operations, digital operations, or related roles.
Demonstrated experience managing end-to-end ecommerce operations with close coordination across functions.
Experience leading or contributing to pilot initiatives, experimentation, or innovation programs.
Strong experience leveraging VoC insights and operational data to improve customer experience and conversion.
Proven ability to define, track, and act on operational KPIs and SLAs.
Experience managing external vendors and leading QBRs.
Strong analytical, communication, and stakeholder management skills.
Customer-first mindset with a bias toward action and continuous improvement.

Responsibilities

Own daily ecommerce operational performance across the end-to-end customer journey, including site availability and performance, checkout and payment processing, inventory availability, order fulfillment, delivery, and post-purchase experience.
Ensure operational readiness for promotions, launches, and campaigns by coordinating inventory, site performance, and fulfillment capabilities.
Lead incident response for ecommerce disruptions, including customer impact assessment, cross-functional coordination, and root cause analysis.
Continuously identify and eliminate customer friction to improve conversion, satisfaction, and retention.
Act as the operational hub between Technology, Product, Marketing, Merchandising, Supply Chain, Customer Support, and Finance to ensure a consistent, frictionless customer experience.
Facilitate regular cross-functional reviews focused on operational performance, customer experience risks, and upcoming initiatives.
Translate operational constraints and customer insights into clear recommendations that inform roadmap planning and go-to-market execution.
Regularly review and analyze Voice of Customer inputs (e.g., customer support contacts, reviews, surveys, NPS, CSAT) to identify recurring friction points and unmet needs.
Partner with Customer Support, Product, and UX teams to prioritize and resolve customer experience issues impacting conversion, checkout, delivery, or satisfaction.
Track and report on VoC-driven improvements and their impact on ecommerce KPIs.
Use VoC insights as a primary input for identifying innovation and pilot opportunities.
Partner with Merchandising and Supply Chain teams to ensure inventory accuracy, availability, and alignment with ecommerce demand.
Monitor inventory-related KPIs (e.g., out-of-stock rates, backorders, cancellations) and proactively address risks to conversion and customer satisfaction.
Ensure inventory readiness and visibility are integrated into operational planning for launches, promotions, and peak periods.
Define, track, and communicate end-to-end ecommerce KPIs with a strong customer-centric focus (e.g., conversion rate, checkout success, payment authorization, inventory availability, order accuracy, delivery SLAs, returns, CSAT).
Collaborate with Analytics and Technology teams to maintain accurate dashboards and performance reporting.
Use performance data to identify trends, surface risks, and drive both operational improvements and innovation priorities.
Own operational performance management for key ecommerce vendors, including payment providers, fulfillment partners, and delivery carriers.
Define and manage vendor KPIs and SLAs aligned to customer experience and operational goals.
Lead Quarterly Business Reviews (QBRs), including performance reviews, root cause discussions, and improvement roadmaps.
Partner with Procurement and Legal on vendor governance, escalations, and renewals.
Identify, scope, and lead pilot initiatives aimed at reducing customer friction, improving operational efficiency, or enhancing the ecommerce experience.
Partner with Technology, Product, Data, and external vendors to explore and test emerging capabilities, including AI-driven solutions (e.g., personalization, automation, payment optimization, support tooling).
Define clear success criteria, KPIs, and measurement frameworks for all pilots and experiments.
Execute pilots end-to-end, from concept through testing, iteration, and performance evaluation.
Translate pilot results into actionable recommendations to scale, refine, or sunset initiatives.
Coordinate with Product and Technology teams to transition successful pilots into formal product roadmaps or operational processes.
Establish lightweight experimentation frameworks to enable rapid, low-risk testing in live or controlled environments.
Identify and implement process improvements to reduce customer friction, improve reliability, and scale ecommerce operations efficiently.
Document and maintain standard operating procedures, playbooks, and escalation paths.
Champion a culture of continuous improvement, experimentation, and accountability across teams and partners.
Balance short-term operational fixes with longer-term, scalable solutions.