Helly Hansen eCommerce Operations Manager, NA

Responsibilities

• Lead and execute operational strategies and cross-functional projects related to eCommerce fulfillment, payments, fraud prevention, returns and the post-purchase customer experience.
• Own day-to-day eCommerce operational processes including order management, fulfillment, shipping, returns, exchanges, payments and fraud management, ensuring timely issue resolution and adherence to customer expectations.
• Identify operational bottlenecks impacting the customer experience and drive scalable process improvements across systems, workflows and cross-functional teams.
• Review and optimize payment methods, shipping options, return processes and fulfillment operations to improve customer experience, operational efficiency and business performance.
• Partner closely with Finance and IT teams to ensure accurate operational reconciliation processes related to orders, returns, refunds, exchanges and chargebacks.
• Develop and maintain operational dashboards and KPIs to monitor business performance, identify trends and communicate insights to stakeholders.
• Lead and support eCommerce operational readiness for ERP migrations and new system implementations, partnering cross-functionally with IT, Finance, Customer Care, Distribution Center and the Global team to ensure successful execution and minimal business disruptions.
• Serve as the NA eCommerce lead and subject matter expert for ERP system, representing the eCommerce business in system enhancements, integrations and operational process improvements.
• Partner closely with Customer Care team to identify recurring customer pain points, operational friction and system gaps, translating feedback into future operational requirements.

Requirements

• An infectious passion for the outdoors and enthusiasm for the Helly Hansen brand.
• Bachelor’s degree or equivalent experience in eCommerce, operations, or related field.
• 4+ years of experience in eCommerce operations, digital operations, fulfillment or related field.
• Confidence in Excel and comfortability with analyzing large data sets to identify trends, risks and operational opportunities.
• Experience working within ERP systems, preferably SAP, including operational workflows, order management and systems/process enhancements.
• Proven success working cross-functionally across Digital, Finance, IT, Customer Care, Distribution Centers and external partners.
• Experience working within eCommerce platforms, preferably Magento, with understanding of backend operational processes and customer experience implications.
• Understanding of eCommerce operational workflows including fulfillment, shipping, returns, exchanges, fraud management, payments and post-purchase customer experience.
• Proven success in diverse, cross-functional collaboration, strong communication skills, and the ability to thrive in a dynamic and multi-time zone environment.
• Ability to balance strategic thinking with hands-on execution and day-to-day operational ownership.
• Comfortable operating in a global organization with flexibility to collaborate with European teams across time zones as needed.

Pay

Compensation Range: $82,000 to $115,000 Annual USD

Benefits

Kontoor Brands supports you with a competitive benefits program that provides choice and flexibility to meet your and your family’s needs – now and in the future. We offer resources to support your physical, emotional, social, and financial wellbeing, plus benefits like discounts on our apparel. Kontoor Brands also provides four weeks of Paid Parental Leave to eligible employees who are new parents, Flexible Fridays, and Tuition Reimbursement.

Culture & Diversity

We are proud to offer a workplace culture centered on equitable opportunities and a sense of belonging for all team members. Here we have a global workforce of high-performing teams that both unlocks our individual uniqueness and harnesses our collaborative talents.