Apria Healthcare

  • Director, E-Commerce Operations

    Requisition ID
    2018-3975
    # of Openings
    1
    Category
    Procurement and Supply Chain
    Full/Part Time
    Full-time
  • Job Summary

    With over 300 locations across the US, Apria Healthcare’s mission is to improve the quality of life for our 1.8 million patients at home by providing home respiratory services and select medical equipment to help them sleep better, breathe better, heal faster, and thrive longer. Additional information can be found at www.apria.com.

    JOB SUMMARY

    The Director, Ecommerce Operations is responsible for building, managing, optimizing the “last mile strategy” including fulfillment, warehousing, and customer service operations, for Apria’s Healthcare retail division. This role will also be responsible to deliver the best-in-class customer experiences across ecommerce platforms that grow market share, increase user retention and drive growth by building a team of e-commerce operations experts that will execute, own, and drive KPIs for our retail business, including customer satisfaction, fulfillment excellence, and sales. This includes partnering closely with others on the ecommerce team and the broader organization to ensure brand and organizational alignment across Apria Healthcare’s retail branded sites.

     

    ESSENTIAL DUTIES AND RESPONSIBILITIES

    • Develop go to market Ecommerce strategies and drives efficiencies across all Marketplace channels, such as Amazon and Walmart.com deployment inclusive of Merchandise, Supply Chain, Trade, Customer Service, paid media execution, content planning, and analytics.
    • In collaboration with Procurement, manages product buying, planning, and budgeting processes. Ensures planning and budgeting efforts are appropriately integrated with other planning processes employed within the business and external distribution partner.
    • Builds and manages financial and operational infrastructure for top initiatives (models, reporting, trend analysis, etc.
    • Proactively drives the Marketplace Business Plan framework and its individual key components -, merchandise, supply chain, reconciliation, compensation strategy, go-to-market framework – through the various early and quarterly planning cycles.
    • Develop and execute customer loyalty program and strategy.
    • Directs all management, defines growth strategies and efficiencies related operations, including Customer Experience Associates, Call center agents, order processing, fraud prevention and the development of Service Level Agreements and scorecards to monitor key processes.
    • In collaboration with IT, Finance and Web Development, maintain SOX, HIPAA, PCI compliance, adequate internal controls and system of checks-balance to safeguard confidential information, including; auditing existing IT infrastructure, identifying inefficiencies, redundancies and superfluous controls. Streamlining reporting and auditing processes, increasing productivity and reducing costs. Managing security risks more effectively and responding quicker in the event of a breach.
    • Manages internal and external partner relationships including Call center provider, distribution centers, and suppliers to support world-class customer experience.
    • Tracks progress and reports results based on agreed-upon metrics and achievement of business goals, as well as program specific KPIs
    • Other duties as assigned

     SUPERVISORY RESPONSIBILITIES

    • This position manages all subordinate employees and is responsible for the performance management, hiring, and discipline of management within the department.

    Minimum Required Qualifications

    MINIMUM REQUIRED QUALIFICATIONS

     

    Education and/or Experience

    • Bachelor’s Degree required
    • 8 - 10 years of experience in eCommerce Operations

    Certificates, Licenses, Registrations or Professional Designations

    • N/A

     

     SKILLS, KNOWLEDGE AND ABILITIES

    • SOX, HIPAA and RX compliance and best practices, preferred
    • Customer Experience focused with a strong awareness of the Apria Healthcare brand and target customer.
    • Excellent communication skills with the ability to communicate and present effectively, both orally and in writing to both large and small groups.
    • Strong analytical and problem-solving skills
    • Ability to understand impacts of simple to moderately complex concepts.
    • Ability to influence internal stakeholders, customers and business leaders.
    • Ability to effectively multi-task in a fast-paced environment and meet deadlines.
    • Strong leadership, creative, analytical and strategic thinking skills.
    • Strong relationship builder both within the organization and with external vendors and partners.
    • Must exhibit a passion for the company’s growth stage in ecommerce and desire to expand and grow awareness for the Apria Healthcare retail brands and products online.
    • Operates with curiosity to get to the root of the business problem to ensure the ultimate solution is grounded in strategy & aligns with ecommerce growth objectives
    • Confident in speaking to, and educating about the rapidly changing digital landscape, including “last mile”, marketplace platforms, technology and innovation
    • Identifies and acknowledges challenges swiftly and directly, offers solutions and course-corrects as needed

    Computer Skills

    • Computer savvy with: MS Excel, MS Office and MS Project required.
       

    Language Skills

    • English (reading, writing, verbal)

     Mathematical Skills

    • College level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data.

     Other Skills

    • Must be willing to work occasional weekends, and holidays from remote office to support launch and critical project timelines.
    • Hands on experience with Magento Enterprise, Google Analytics, and Domo,

    PHYSICAL DEMANDS

    This is a stationary position that requires frequent sitting or standing, repetitive wrist motions, grasping, speaking, listening, close vision, color vision, and the ability to adjust focus.  It also may require occasional lifting, carrying, walking, climbing, kneeling, bending/stooping, twisting, pulling/pushing, walking, bending, stooping, and reaching above the shoulder.  Employees in this position must be physically able to efficiently perform the essential functions of the position. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform the essential functions of the position, upon request.

     

    WORK ENVIRONMENT

    Work is performed in an office setting with exposure to moderate noise. 

     

    TRAVEL

    Occasional travel as required.

     

    OTHER INFORMATION

    The essential duties and responsibilities, physical requirements, and work environment described above are representative of those typically required for this position but may vary depending on staffing and business needs at specific locations. The inclusion or omission of a specific duty or physical requirement is, therefore, not determinative of whether that function is essential to a specific individual’s position.

    EEO Statement

    As an EOE/AA employer, Apria Healthcare is committed to providing all applicants and employees with equal access to employment opportunities, regardless of sex, race, age, color, national origin, disability, pregnancy, religion, genetic information, sexual orientation, transgender status, gender identity, marital status, veteran status, or any other characteristic protected by federal, state, or local law.  Apria Healthcare shall abide by the requirements of 41 CFR 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and individuals with disabilities. AA/EOE, M/F/Disability and Vet

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