eCommerce Operations Consultant

This is a fully remote position, open to applicants in Poland.

📋 Description

• Oversee daily operations and transactions on eCommerce platforms.

• Assist with the entire order lifecycle, which includes order management, fulfillment, shipment tracking, returns, and resolving customer issues.

• Collaborate on operational activities with business users, warehouse personnel, logistics, customer service, and technical support teams.

• Ensure adherence to established SLAs and operational KPIs.

• Provide Level 1 and Level 2 operational and production support for Adobe Commerce (Magento), Shopify, and BigCommerce platforms.

• Investigate production issues and work with the appropriate technical teams to resolve them.

• Supervise integrations, order flows, payment transactions, and fulfillment processes.

• Create comprehensive incident reports and documentation for Root Cause Analysis (RCA).

• Collect and document business requirements while analyzing eCommerce processes to uncover potential enhancements.

• Assist with User Acceptance Testing (UAT), business validation, release planning, and production readiness activities.

• Validate complete eCommerce processes, including product catalog, pricing and promotions, customer registration, checkout and payments, order management, fulfillment, and returns.

• Execute test scenarios, document defects, and support regression and smoke testing during releases.

• Prepare and assist with operational dashboards and status reports, monitoring incidents, service requests, and performance metrics.

• Engage in daily governance and stakeholder review meetings.

⛳️ Requirements

• 3–8 years of professional experience in supporting eCommerce platforms like Adobe Commerce (Magento), Shopify, or BigCommerce.

• Strong comprehension of eCommerce operations, including Order Management, Fulfillment & Logistics, Customer Service Operations, Product Catalog Management, Pricing & Promotions, and Payment & Checkout processes.

• Proficiency with ServiceNow, Jira, Azure DevOps, or similar ticketing and work management systems.

• Solid understanding of eCommerce business processes and customer journeys.

• Experience in production support, incident management, and coordinating issue resolution with technical teams.

• Background in supporting business analysis, functional validation, UAT, and QA activities.

• Strong analytical, communication, and stakeholder management abilities.

• Comfortable collaborating with global delivery and operations teams.

• Availability to work in rotational shifts supporting global operations, including 24/7 coverage when necessary.

• Proficient in both Spanish and English, in written and spoken forms.

• Bachelor's degree in Business Administration, Information Technology, Commerce, or a related field.

• Experience with SAP integrations and ERP processes.

• Familiarity with B2B Commerce environments.

• Understanding of APIs, integrations, and web technologies.

• ITIL knowledge or previous experience in Production Support.

• Experience collaborating with global delivery teams.

🏝️ Benefits

• Private healthcare.

• Multisport card.

• Training opportunities.