Apria Healthcare

Sr. Manager Ecommerce Operations

Requisition ID
2020-9404
# of Openings
1
Category
Revenue Management
Location : Location
US-CA-Lake Forest
Full/Part Time
Full-time

Job Summary

ABOUT THE COMPANY

Apria Healthcare’s mission is to improve the quality of life for our patients at home. We are looking for empathetic, thoughtful and compassionate people, to meet the needs of our patients.   Already an industry leader in healthcare services, we provide home respiratory services and select medical equipment to help our patients sleep better, breathe better, heal faster, and thrive longer.

 

JOB SUMMARY

The Senior E-Commerce Manager will partner with all disciplines within the broader E-Commerce teams to deliver an optimal customer experience by making it easy, valuable, and/or pleasurable for consumers when shopping with ApriaDirect. The role will help drive operational efficiency and in ensure that the right programs, technology, and campaigns are in place for the division to meet business growth targets and scalability. The role will be the business liaison and owner of web development, customer experience/retention platforms for ecommerce operations, ecommerce software application providers, operational improvements, and special projects.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Develop go-to-market Ecommerce strategies that drive efficiencies across all channels, including D2C, Marketplaces, and white label deployments inclusive of Merchandising, Supply Chain, Operations, Integrations, and Analytics.
  • Assist the VP of Ecommerce in strategy, budgeting, and planning for all IT and web development projects, including growth, operations, compliance, security, and customer retention related initiatives.
  • The product owner of overall eCommerce infrastructure. Lead contributor to road mapping, backlog grooming, and Agile processes/Sprint planning.
  • Lead eCommerce project plan, requirement gathering, product requirements. Also, the Ecommerce Sr. Manager defines data and user experience workflows for all internal systems and 3rd party systems.
  • Oversee strategy and support for eCommerce operations, including user workflows and definition for order management, payment processing, order fulfillment, reconciliation, fraud management, EDI/API integration, and transactional workflow of all orders in multiple platforms.
  • Defines growth strategies and operational improvements relating to customer retention, customer satisfaction, order processing, order fulfillment, and scorecards to monitor key processes.
  • In collaboration with IT, Finance, Tax, Legal, and Web Development, maintain SOX, CCPA, PCI, and ADA compliance. Maintain adequate internal controls and system of checks-balance to safeguard confidential information, including; auditing existing IT infrastructure, identifying inefficiencies, redundancies, and superfluous controls.
  • Overseeing Merchandising Coordinators and Operations Specialist.
  • Lead and execute retention strategies such as “Voice of the Customer” strategies and collaborate with key stakeholders within ApriaDirect’ s supply chain, merchandising, sales and marketing and gather customer feedback, analyze /refine it and then design specific practices /tools ApriaDirect can put into place so that customers benefit while profits also improve.
  • In collaboration with Director of Retail programs, working with call-center to increase first call resolution, reduce call handling time and overall contact ratio related to customer support. Optimize, implement and measure standards /procedures related to Customer Experience in phone support.
  • Streamlining reporting and auditing processes, increasing productivity, and reducing costs. Managing security risks more effectively and responding quicker in the event of a breach.
  • Implement ecommerce scorecards, define reporting requirements and KPIs with Business Intelligence and eCommerce team for all ecommerce disciplines

Minimum Required Qualifications

Education and/or Experience

  • Bachelor’s degree or 7 to 10 years of experience in eCommerce roles required
  • 6+ years leading, managing, developing, and growing teams

 

SKILLS, KNOWLEDGE, AND ABILITIES

  • Able to manage up, down and across with results
  • eCommerce project management experience working with technical teams, preferably using the Agile Methodology
  • Exhibit knowledge and understanding of leading practices in eCommerce operations, customer experience, sales tax, fulfillment functionality, and across a multitude of solutions
  • 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 the impacts of simple to moderately complex concepts and data analytics.
  • Exemplifies the 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
  • Identifies and acknowledges challenges swiftly and directly, offers solutions and course-corrects as needed

 

 

 

Computer Skills

  • Experience with ecommerce platforms such as Magento Enterprise, ZenDesk, Salesforce, Order Management Systems, Email Marketing platforms, and Google Analytics.
  • Proficient to expert experience with Microsoft® Office Suite (Excel, Word, and PowerPoint).

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 travel occasionally for training and other ecommerce initiatives (as required).
  • Must be willing to work occasional weekends and holidays from remote home-office to support the launch and critical project timelines.
  • Some travel required

 

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. This position also may require the occasional lifting of equipment up to 50 lbs.

 

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. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform essential functions.

 

Join the Apria team for a rewarding opportunity in healthcare!  Competitive pay rates with cash incentives and full benefit packages available, including health, dental, vision, disability and 401(k).

 

Apria Healthcare is committed to hiring veterans and military spouses. 

 

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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