Digital Commerce Technical Lead

Responsibilities

• Assist in executing digital product strategies and roadmaps aligned with business objectives and market and industry trends
• Prioritize features and enhancements for B2B digital products to maximize ROI and achieve growth and revenue targets
• Proactively address and resolve user-reported issues and bugs
• Facilitate user training, manage user roles and permissions, and provide support for ad-hoc requests
• Manage customer web support line & help desk tickets to troubleshoot issues and provide an exceptional customer service experience
• Work closely with internal & third party teams during project execution

Cross-functional Collaboration

• Work closely with Marketing, Sales, Consumer Affairs and GIT to ensure alignment and successful execution of digital product initiatives
• Partner with UX/UI designers, developers to translate business requirements into actionable product features and functionalities
• Partner with the B2B eCommerce Lead and GIT team to administer B2B and microsite platforms implementation providing clarity of requirements
• Collaborate with customer support and professional teams to integrate support functionalities within digital products
• Provide excellent customer service and technical support for our B2B professional customers to help drive more revenue

Digital Product Launch and Lifecycle Management

• Coordinate the entire product lifecycle ensuring continuous improvement, optimization and alignment with business goals
• Assist GIT with testing in all environments (Dev, UAT, Production)
• Provide launch day support for both internal teams and B2B professional customers
• Utilize analytics tools and data-driven insights to monitor product performance, identify opportunities for improvement, and make informed decisions

Required Qualifications

• Bachelor’s degree in Business Administration, Marketing, Computer Science, or relevant certifications
• 5+ years of experience in Technical Support and Digital Product Management

Preferred Qualifications

• Experience with platforms including SAP (S4H, C4C), VTEX, or Shopify a plus
• Exposure to DTC or B2B sales strategies a plus
• Skilled at working across multiple functions
• Excellent interpersonal and communication skills, with the ability to articulate complex ideas and collaborate effectively with diverse teams