Manager, eCommerce Operations

GSK•Philadelphia, PA

17h•Hybrid

About The Position

The Manager, eCommerce Operations leads operational excellence for GSK’s US vaccine eCommerce payment platforms, which support ordering and payments for vaccine customers and provide access to vaccine portfolio and contract information for US healthcare professionals, wholesalers, and distributors. The role oversees a direct-sales channel focused on customer access, growth, and experience, and ensures stable, seamless daily operations across US vaccine eCommerce channels. The manager works with two eCommerce Operations Analysts and partners with stakeholders in Market Access, US Commercial Business Units, and US Digital/Tech. Responsibilities span compliance, production support, platform testing and content, reporting and analytics, ticket and incident management, vendor management, and project execution. The role also supports strategic technology initiatives and a diverse vaccine portfolio and customer base across the United States.

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 defined project milestones.
Deep knowledge and functional capabilities 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 effectively to achieve high SLA performance.
Knowledge of the US vaccine market.
Experience partnering with business and technology colleagues, processing dynamic business situations, and determining their impact on 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.
Understanding of controls, audit, and/or compliance.
Skills listed: Agile Methodology, Customer Feedback Management, Data Governance, Data Visualization, Feature Prioritization, Generative AI, Platform Development, Product Design, Product Development, Product Lifecycle Management (PLM), Product Roadmapping, Usability Testing, User Experience (UX), User Experience (UX) Design, and User Needs Analysis.

Responsibilities

Lead eCommerce Operations across 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 involving 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 how and when 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 maintain stable and seamless daily operations.
Develop, obtain approval for, and execute product updates and alert communications.