Helly Hansen eCommerce Operations Manager, NA

Job Summary

We are looking for an eCommerce Operations Manager who is an expert in eCommerce operations including logistics, payments, shipping, fulfillment, fraud management, and returns to help create best-in-class customer experiences across Helly Hansen's North American eCommerce business. This role will collaborate closely with the North America Digital team, Global eCommerce teams, Finance, Distribution Centers, Customer Care, and IT to ensure operational excellence across the full customer journey. While the role is focused on supporting and driving the North America eCommerce business, it also requires strong cross-regional collaboration and partnership with European teams across time zones to align on global systems, operational processes and strategic initiatives.

The eCommerce Operations Manager will play a critical role in driving operational performance, scalability, and continuous improvement initiatives across Helly Hansen's eCommerce business in North America. This individual will own day-to-day operational processes while also leading projects and cross-functional initiatives that improve the customer experience, optimize backend processes, and support long-term business growth.

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.

Leadership

• Leads projects and functions within eCommerce
• Acts as eComm lead in cross-functional scenarios with IT, finance and customer care
• You'll lead the operational engine behind our digital channels: order flow, fulfillment, logistics, and the systems and people that keep them running
• You'll partner closely with Ecommerce, Finance, IT and Customer Care to make every order fast, accurate, and on-brand

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.

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

Leadership Competencies Expected for this Role:

Emerging Leader

Global Agility - Open to diverse views, adapts to new ways of working

Purposeful Integrity - Demonstrates ethical behavior, follows through on commitments

Strategic Foresight - Understands team goals, asks strategic questions

Customer Centric Innovation - Suggests improvements from customer feedback, tries new methods

Urgency for Impact - Act quickly and take ownership of outcomes

Bold Accountability - Own your work and deliver consistently strong results

Empowered Collaboration - Share ideas, listens well, collaborates with peers

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