E-commerce Operations Manager

Job Description

This is a management position responsible for the day-to-day operation of Costco’s website operations, overseeing member care, credits and returns processing, sales audit, logistics and performance monitoring and supporting the smooth running of Costco’s fulfilment centre. The Operations Manager will work closely with all Costco areas including e-Commerce, Member Care, Depot, Buying, IT and Finance and will report directly to the Membership, Marketing and Ecommerce Director. The individual will manage a team of Costco operators and must promote a positive, forward-thinking work environment capable of growing a successful ecommerce business. Job Duties/Essential Functions Managing the e-Commerce operational departments and personnel within the Member Care, Loss Prevention and Sales Audit departments Managing and developing the Costco Member Care call centre always ensuring the highest level of customer service Receiving, resolving and following up on all escalated member complaints whether received either via phone or email Working with IS and e-Commerce departments to clearly communicate IT functionality requirements to ensure a smooth and seamless online experience for members Managing fulfilment and RTV teams to ensure all member returns and credits are processed efficiently and securely Working with multiple freight & carrier companies to ensure compliance in adhering to agreed Service Level Agreements (SLAs) Reviewing freight contacts and SLAs on a quarterly basis Understanding and managing the P&L statements for the online business and ensure budgets are maintained Reporting each period to the Membership, Marketing and Ecommerce Director Reviewing and understanding all elements of Costco’s online business including sales and order trends, order processing and on-time fulfilment status and customer service feedback Developing short- and long-term strategies to drive efficiencies and profitability within the Member Care call centre and freight and delivery areas Assisting with inventory cycle counts at the e-Commerce Depot Responding to and resolving Member Care call centre, freight / carrier and drop shop supplier issues with a sense of urgency, both during business hours and outside of business hours including weekends Working flexibly in and outside of normal business hours, including but not limited to weekends. Ability to operate vehicles, equipment or machinery Computer, printer, calculator, phone. Qualifications: Education/Training: Higher School Certificate or higher. Knowledge/Skills: Google Suite (Docs, Sheets, Slides), AS400, excellent organisational skills, attention to detail and ability to meet deadlines, highly numerate with analytical skills, strong written and verbal communication skills. Experience with SAP Hybris e-commerce platform desirable. Experience working with suppliers and other outside agencies preferred. Other Specific requirements: Flexible to meet needs of the business Satisfactory Criminal record check Previous Managerial experience * If successful, you will be required to undertake role & department specific training within specified timeframes Job Ref: AU2068H.000516 Location: Sydney - West Submitted: 12-02-2025 #J-18808-Ljbffr