Purpose & Overall Relevance for the Organization: 

This role will be pivotal in the continued growth and overall success of the Partner Program. We are looking for a solution-oriented mindset and cross-functional leader who can identify opportunities and work through evolving challenges in an effective and collaborative way. Working with the operations pillar of Partner Program, this role will be responsible for developing team and culture, as well as supporting the order and system integrity for both marketplace and dropship partners. This includes monitoring and processing POs, ship confirmations, cancellations, and invoices for all partners within the Partner Program technical ecosystem. The goal will be to ensure a solution-orientated team, driving optimization across SLAs in collaboration with SCM. 

Key Responsibilities: 

• Lead the conversations internally and externally regarding account SLAs 

• Lead business improvements and internal alignment processes generally within the Partner Program cross-team to enable us to manage this fast-growing and complex business efficiently and to scale. 

• Work to establish Partner Program specific KPIs across multiple dashboards 

• Manage shared inbox for both external and internal communications, escalate issues to managers, and assist with connections to key stakeholders  

• Manage and support internal business stakeholders (Finance, Order Management Team, Order Fulfillment Team, SCM, IT, DSS, etc.). 

• Understand the consumer dropship and marketplace environments including distribution points, share of buy, competitors, pricing strategy and emerging industry trends. 

• Minimize open orders within platforms and vendors  

• Point of contact for order inquiries for all dropship and/or marketplace partners 

• Lead the creation of support tickets for inquiries with order management system  

• Help identify and remove aged articles from the vendor assortments in partnership with trading teams 

• Point of contact for our middleware relationship, ensuring a solid understanding of system connections 

• Work with GBS and local accounting to close out dropship invoices with partners and marketplace financials 

Key Relationships:  

• Partner Program specific teams (Platform Operations, Drop Ship, Marketplace, etc) 

• External Account teams (operations)  

• External Vendors 

• DTC, eCommerce & wholesale teams (operations, IT, analytics)   

• Local & Global functions for implementation of new processes and tools, work stream results, etc. 

• SCM and distribution centers  

• Global IT  

Knowledge, Skills and Abilities:  

• Fluent in English (written and spoken) 

• Proficiency with MS Office Suite and working with systems/application 

• Advanced Excel skills 

• Strong organizational skills with attention to detail and accuracy of data 

• Ability to define problems, collect data, establish facts, and draw valid conclusions 

• Strong communication and presentation skills, written and verbal 

• Ability to accept and meet critical deadlines with good planning and organization skills 

• Ability to successfully manage multiple distribution channels with different customers, systems and processes 

• Ability to quickly adapt to dynamic, changing business processes and business partners  

• Aptitude for learning new software applications  

Requisite Education and Experience / Minimum Qualifications:  

• 4-6 years of professional work experience  

• Degree from college/university with focus on business administration, ecommerce/digital, IT, or or related areas  

• eCommerce, omnichannel, digital commerce experience, operations, project management experience preferred