•Manage, supervise, and oversee multiple processes, inspecting the points of contact between customers and the online business. •Identify friction points across the customer journey through data analytics and stakeholdersʼ feedback. •Understand stakeholdersʼ needs and identify process improvement opportunities to optimize operational performance. •Continuous monitoring and improvement of KPIs related to customer service. •Ideate, develop, and design customer-oriented omnichannel programs and ensure all services are connected and consistent across touchpoints. •Help establish KPIs to be used across all regions to evaluate improvements. •Control the E-commerce fulfillment operations through the entire supply chain. •Manage operations with 3rd parties to ensure all the online touchpoints are operational, and continually optimized. •Research industry best practices to deliver the best E-commerce experience.