Associate Manager - Site Operations

Job Description

POSITION TITLE: Associate Manager, Site Operations

REPORTS TO: Senior Manager, eCommerce Operations

BUSINESS AREA: eCommerce & Digital Experience

LOCATION: New York, NY (Hybrid)

TRAVEL: Occasional Domestic & International travel for meetings.

OVERVIEW

The Associate Manager, Site Operations – North America owns the day-to-day customer experience and operational execution of the Salomon North America eCommerce site. Reporting to the Senior Manager, eCommerce Operations, this role ensures site issues are logged and prioritized, new features are tested before they go live, and escalations reach the right partners with the right urgency. The role requires independent judgment, strong organizational discipline, and the ability to drive outcomes through partners without direct authority.

This role is the working-level point of contact for regional eCommerce teams and global technical and product management teams, and partners closely with the eCommerce IT team. Operations owns the business side of site health, including business impact and priority, business-side acceptance testing, and training and adoption. IT owns technical triage, root cause, resolution, vendor management, and technical release readiness. Peak readiness and post-go-live stabilization are shared, with IT leading on the technical side and this role on the business side.

ESSENTIAL DUTIES & RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily:

Site Health and Bug Management

• Log and track site bugs and issues reported by business teams, Customer Service, and consumers
• Document issues with clear context, including what the consumer experiences, which journeys are affected, and the scope of impact, so technical partners can diagnose and resolve
• Assess business impact and set priority for incoming issues, routing them to IT for technical triage
• Drive escalations to technical partners with clear context and appropriate urgency, following through until resolution is confirmed with the business
• Serve as the escalation point for Customer Service on order and inventory issues they cannot resolve, assessing business impact and engaging IT for technical investigation
• Maintain a live view of open issues, progress, and resolution timelines, communicating status, risks, and dependencies to stakeholders
• Identify recurring or systemic issues and escalate patterns for strategic consideration

Feature Testing and Validation

• Own business-side user acceptance testing of new features, integrations, and platform capabilities across new and existing systems ahead of deployment
• Coordinate directly with the global product management team on testing requirements, test plans, and acceptance criteria
• Partner with regional eCommerce functional teams to execute test cases across site experiences and business workflows, documenting outcomes and flagging defects
• Ensure test cases are thoroughly defined, covering all North America-specific requirements and edge cases
• Escalate unresolved risks or blockers before features, launches, and campaigns go live, summarizing potential impact

Cross-functional Coordination

• Serve as the working-level contact for IT, logistics, and technical partners on site operations matters
• Participate in working-level meetings with the global product team, ensuring North America open items are visible, tracked, and followed up on
• Log and track North America enhancement requests, partnering with the Senior Manager on prioritization
• Coordinate with IT on cross-team issues, tracking progress and confirming resolution with the business
• Support business-side readiness for launches, peak, and seasonal campaigns, and the business response during post-go-live stabilization, in partnership with IT
• Support change management, training, and adoption of new features and process changes with business teams

Process, Documentation, and Analysis

• Maintain SOPs, issue logs, testing playbooks, and operational documentation
• Report on operational metrics including time-to-resolution and open issue aging
• Analyze the consumer experience across the site and customer service channels to identify areas of opportunity to optimize our use of eCommerce tools
• Flag operational inefficiencies and friction points

REQUIRED EDUCATION & EXPERIENCE

• Bachelor's degree or equivalent experience
• 3-5 years of experience in eCommerce site operations, digital operations, or a closely related technical operations role
• Hands-on experience with eCommerce platforms; SAP, Salesforce Service Cloud and Shopify experience preferred
• Experience coordinating feature testing, QA, or UAT in a digital or eCommerce environment

Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Strong sense of urgency and demonstrated ability to manage multiple issues and projects simultaneously in a fast-paced environment, prioritizing by business impact and driving resolution through external partners
• Experience working with global or cross-functional product and technology teams in a matrixed environment
• Familiarity with end-to-end eCommerce ecosystems including storefront, order management, payment processing, and fulfillment systems
• Highly organized with strong attention to detail and disciplined follow-through
• Comfortable operating independently, making prioritization decisions and knowing when to escalate versus resolve
• Clear communicator able to translate technical issues into plain language for non-technical stakeholders
• Collaborative partner to IT, product, and eCommerce teams
• Analytical approach to operations, using data and KPIs to understand site experience and surface systemic issues
• Proficient in Excel, including pivot tables and lookups; familiarity with analytics tools such as Power BI
• Customer-centric mindset with an understanding of eCommerce user experience
• Familiarity with JIRA, Confluence, or similar issue tracking and documentation tools preferred

Additional Information

PHYSICAL DEMANDS & WORKING ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and listen.  The employee is frequently required to sit, stand, and walk. The employee must occasionally kneel, stoop, crouch, twist, and lift up to 30 pounds, with or without accommodations.

Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

When specific circumstances are met, work from home may be an option, but must be approved by your direct manager. When utilized, the workflow must equal that of if the individual were working from the office setting. Amer Sports will not provide needs other than a laptop to work from home. (including the internet, monitors, keyboard, mouse, speakers, etc.)

Compensation: 90000 to 100000 (USD) (YEARLY)