eCommerce Manager Delivery Claims & Incidents

About the role

The eCommerce Manager – Delivery Claims and Incidents will oversee delivery claim submissions and decisions, explore opportunities to automate processes, and support training and mentoring of peers.

Responsibilities

• Work closely with internal and external business partners to maintain and improve delivery claim and order incident resolution processes.
• Stay informed of delivery trends and industry developments, and support training for the Client Relations Center team.
• Develop relationships with carriers and distribution centers to solve problems and support business decisions.
• Lead by example, mentor, and guide peers in their career development.
• Oversee reports on delivery claims and incidents, implement necessary changes, and provide updates to the audit team.
• Manage omnichannel order statuses, reconcile systems with partner store teams, and communicate unusual shopping patterns and risk of fraud.
• Use the Riskified fraud tool, work with the order review and fraud team, and understand the post-sale experience including returns and delivery claims.
• Execute reporting and analyze results to ensure service levels are maintained and client expectations are exceeded.

Requirements

BA or equivalent degree, preferred. Weekend hours required throughout the year, as needed. Minimum of 3-5 years in a similar role and environment, preferred. Previous people management experience required. Proficient in Microsoft Office Suite; advanced Excel training. Strong project management skills with the ability to handle complex projects simultaneously. Excellent written, verbal, and interpersonal skills. Passion for gracious leadership and mentorship.

Qualifications

BA or equivalent degree, preferred. Weekend hours required throughout the year, as needed. Minimum of 3-5 years in a similar role and environment, preferred. Previous people management experience required. Proficient in Microsoft Office Suite; advanced Excel training. Strong project management skills with the ability to handle complex projects simultaneously. Excellent written, verbal, and interpersonal skills. Passion for gracious leadership and mentorship.

Skills

Strong project management skills with the ability to handle complex projects simultaneously. Excellent written, verbal, and interpersonal skills. Proficient in Microsoft Office Suite; advanced Excel training. Demonstrated ability to work cross-functionally. Passion for gracious leadership and mentorship.

Benefits

Commission and bonus incentives based on sales performance. Medical, Dental, Vision coverage. Life Insurance and Disability coverage. Paid time off (15 days annual vacation, 11 company holidays, 3 floating holidays, 2 wellbeing days, and sick & safe time). Paid Parental leave and transition time. 401(k) and Roth Retirement plan with company matching and profit sharing. Various voluntary benefits such as flexible spending accounts, fitness reimbursement, and voluntary life insurance. Access to Calm App, Health Advocate, Family Building Support, and more!

Pay

$88,746.00 - $99,839.00 annually

Schedule

N/A