Digital & E-Commerce Operations Manager

Job Summary

Job Description

The IT Application Operations Manager for Digital and Ecommerce will be responsible for the effective management, support, and optimization of the organization’s digital and ecommerce applications. This role requires a leader with deep experience in managing complex, customer-facing systems and platforms, a strong understanding of ecommerce technologies, and a focus on delivering a seamless online experience. The IT Application Operations Manager will collaborate closely with cross-functional teams, including development, digital marketing, customer service, and infrastructure, to ensure all ecommerce and digital applications operate at peak performance to support business growth.

Key Responsibilities:

Application Management & Uptime:

• Ensure the reliability, scalability, and security of ecommerce and digital applications, including online storefronts, content management systems (CMS), and digital marketing tools.
• Oversee the deployment of updates, patches, and new releases with minimal disruption to operations and user experience.
• Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure high system availability.

Incident & Problem Management:

• Lead the response to incidents affecting ecommerce platforms and digital applications, ensuring prompt resolution and continuous communication with stakeholders.
• Conduct root cause analyses for recurring issues and collaborate with development and infrastructure teams to implement solutions.
• Develop strategies and implement processes for proactive problem identification and prevention.

SRE & Performance Optimization:

• Analyze system performance and user experience to identify opportunities for improving speed, responsiveness, and functionality.
• Partner with development and digital teams to optimize ecommerce platforms for both desktop and mobile performance.
• Lead efforts to incorporate automation and other technologies to enhance operational efficiency and reduce downtime.

Collaboration with Cross-Functional Teams:

• Work with digital marketing, product, and customer service teams to align application functionality and performance with business needs and customer expectations.
• Coordinate with third-party vendors, including payment processors and shipping providers, to ensure seamless integrations and reliable operations.
• Support the delivery of new digital features and functionalities, ensuring alignment with IT policies and compliance standards.

Change Management & Compliance:

• Oversee change management processes for digital and ecommerce applications, ensuring thorough testing and adherence to quality standards.
• Maintain data security and compliance within the ecommerce environment, following relevant regulatory standards, such as PCI-DSS.
• Establish and maintain disaster recovery and business continuity plans to safeguard critical ecommerce operations.

Team Leadership:

• Lead and mentor a team of application support specialists, fostering a collaborative and high-performance environment.
• Set team goals aligned with organizational objectives, providing coaching and professional development to enhance team capabilities.
• Coordinate with the IT leadership team to define and implement best practices for digital application operations.

Reporting & Analytics:

• Develop and deliver regular reports on application performance, incident metrics, and uptime to senior management.
• Use analytics to monitor trends in system health, user behavior, and identify areas for improvement.

Qualifications:

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field. Master’s degree is a plus.
• Experience: 5+ years of experience in managing ecommerce or digital applications.
• Technical Skills:
  • Strong understanding of ecommerce platforms digital CMS systems.
  • Familiarity with cloud environments, especially Azure, and experience with API integrations.
  • Knowledge of application performance monitoring (APM) tools, analytics, and reporting software.
  • Proficiency in incident management, troubleshooting, and DevOps practices.
• Soft Skills:
  • Exceptional problem-solving and analytical abilities.
  • Strong communication skills, capable of managing both technical and non-technical stakeholders.
  • Leadership and team development abilities with a focus on collaboration.

Preferred Qualifications:

• ITIL certification and familiarity with agile and DevOps methodologies.
• Experience with front-end and back-end ecommerce integrations, including payment systems and third-party applications.
• Understanding of data security standards and compliance requirements for digital and ecommerce applications.

Benefits - Medline is committed to offering competitive benefits and a variety of choices to best meet the needs of you and your family. For employees scheduled to work at least 30 hours per week, this includes health and well-being, financial fitness, career development, paid time off and more. Employees scheduled to work less than 30 hours per week can participate in the 401(k) plan, access the Employee Assistance Program (EAP), Employee Resource Groups (ERG) and Medline Service Corps. For a more comprehensive list of our benefits, please click here.

Every day, we’re focused on building a more diverse and inclusive company, one that recognizes, values and respects the differences we all bring to the workplace. From doing what’s right to delivering business results, together, we’re better. Explore our Diversity, Equity and Inclusion page here.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.