What you’ll be working on:
Customer Support & Experience (40%)

• Manage the Customer Support team against established KPIs and service standards
• Oversee customer support processes, tools, and workflows to deliver an exceptional customer experience
• Use customer feedback and support trends to identify opportunities to improve the website, policies, and broader customer experience
• Partner cross-functionally to resolve recurring customer pain points and improve the end-to-end customer journey

Site Operations & Optimization (30%)

• Own the day-to-day operations and performance of kotn.com, ensuring the site is accurate, functional, and delivering a strong customer experience
• Oversee site QA, troubleshooting, maintenance, and ongoing optimization across the customer journey
• Identify opportunities to improve site usability, navigation, conversion, and overall customer experience
• Partner with the Ecommerce Merchandising and Growth teams to ensure launches, campaigns, and commercial initiatives are executed seamlessly
• Ensure privacy, security, and compliance requirements are appropriately implemented across the ecommerce experience

Reporting & Analysis (20%)

• Maintain regular reporting on ecommerce performance, site health, customer support, and digital initiatives
• Report to leadership on key wins, opportunities, and insights
• Use data and customer insights to prioritize improvements and measure impact

Digital Roadmap & Freelancer Management (10%)

• Manage the ecommerce digital roadmap in partnership with the Senior Director of Consumer Channels and Ecommerce Merchandiser
• Act as the primary internal partner to external ecommerce and development agencies, managing briefs, priorities, timelines, and deliverables
• Lead website enhancements, integrations, and other digital projects from scoping through QA and launch
• Support the ongoing migration and evolution of kotn.com from headless to Shopify Liquid
• Identify and recommend opportunities to improve the digital experience based on customer and business needs

What you’ll bring:
Operational Excellence

• Creates structure and accountability across ecommerce operations, ensuring the site and supporting processes run smoothly and efficiently

Project Management

• Effectively manages multiple projects, stakeholders, and deadlines, translating priorities into clear plans and driving work through execution

Customer Centricity

• Uses customer feedback, behaviour, and experience to identify opportunities to make the ecommerce journey simpler and more effective

Compensation Range: $70,000 - $85,000