Manager, eCommerce Operations
About The Position
The Manager, eCommerce Operations leads end-to-end operational excellence for GSK’s eCommerce payment platforms supporting ordering and payments for US vaccine customers. The role helps ensure US healthcare professionals, wholesalers, and distributors can access the US vaccine portfolio and customer contract information through GSK’s direct-sales channel. It partners with two eCommerce Operations Analysts and stakeholders across Market Access, US Commercial Business Units, and US Digital/Tech to provide stable daily channel operations and improve customer experience. The role also supports a diverse vaccine portfolio and strategic technology initiatives. Responsibilities span eCommerce data audit compliance, policies and SOPs, platform content management, reporting and analytics, incident triage, and project management. This is a hybrid role based in the United States, with work partly from a GSK office and partly remotely. The specific in-office days will be agreed with the manager.
Requirements
- Bachelor’s degree in information technology, Finance, Business, or a related field.
- At least 5 years of experience in SAP Hybris systems management.
- Experience using Microsoft data and analytics tools, including Azure and Power BI.
Nice To Haves
- Master’s degree in IT or Finance.
- Experience using Microsoft Excel, Word, and Access.
- Experience collaborating with cross-functional teams to achieve project milestones.
- Deep knowledge and functional capability in SAP/Hybris.
- Experience with SQL.
- Experience with Microsoft Azure, Databricks, and Power BI.
- Strength in systems testing and test support operations.
- Ability to triage tickets efficiently and support high SLA achievement.
- Knowledge of the US vaccine market.
- Experience partnering with business and technology colleagues and assessing how dynamic business situations affect eCommerce operations.
- Experience managing vendors and/or leading large technical project workstreams.
- Ability to contribute to matrix team meetings involving Channel, Market Access, US Tech, and US Pharma Brand business units.
- Ability to support marketing and/or business plans and follow SOPs.
- Ability to develop, gain approval for, and execute product updates and alert communications.
- Understanding of controls, audit, and/or compliance.
Responsibilities
- Lead eCommerce Operations, including channel compliance, production support, platform testing, reporting and data analytics, ticket management, matrix support, and vendor management.
- Understand eCommerce, business partner, and Market Access strategies and provide insight into eCommerce operations.
- Engage Technology and business stakeholders to achieve operational goals and channel KPIs.
- Work with channel and technology stakeholders to understand and troubleshoot issues across eCommerce platforms, GSK systems such as SAP/CERPS and CARS, and vendor solutions such as payments and punchout.
- Participate in Agile sprint cycles and ensure eCommerce tactics are executed.
- Participate in Business Case Document reviews and provide operational assurance as brand and trade strategies evolve.
- Monitor and track issues and determine when and how to escalate them to line management.
- Support ad hoc data analytics requests and own eCommerce Power BI dashboards.
- Partner with two eCommerce Operations Analysts to support stable and seamless daily operations of US vaccines eCommerce channels.
- Support eCommerce policies and SOPs, platform content management, audit compliance, incident triage, and eCommerce project management.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
