E-commerce Customer Experience & Operations Manager

Alpinestars is the leading global performance motorsports apparel, protection and footwear manufacturer. For over 60 years the company has been providing the world’s best athletes and motorsports enthusiasts in the pursuit of performance excellence with the most technologically advanced products which fuse protection, innovation and style.

The company, thanks to outstanding and constantly innovative products, is in a powerful growth phase in the global market, reflecting the strengthening of the staff in order to join our great successful team.

We are now looking for an ECOMMERCE CUSTOMER EXPERIENCE & OPERATIONS MANAGER , who will be responsible for overseeing and optimizing the end-to-end customer experience and operations of our ecommerce business .

(S)he will collaborate with cross-functional teams (internal and external), including e-commerce, logistics, inventory management, customer service, and fulfillment, to ensure efficient and effective operations that meet customer expectations and support business growth.

(S)he ultimate goal will be to improve customer experience, streamline processes and maintain a high level of operational excellence.

Main Responsibilities:

• Drive improvements to the on-site customer experience by analyzing customer feedback, identifying opportunities, and collaborating closely with the broader e-commerce team to implement impactful enhancements.
• Manage and lead the customer service team to address customer inquiries, resolve issues, and enhance the overall customer experience.
• Leverage AI and the advancement of technologies to continuously enhance internal operational efficiency and deliver a seamless, future ready customer experience.
• Monitor industry trends and best practices in ecommerce operations and implement relevant improvements and innovations to stay ahead of the competition.
• Oversee and optimize the complete cart-to-home customer journey to ensure a seamless, premium purchasing and delivery experience.
• Proactively develop strategies and initiatives aimed at reducing product returns by addressing root causes, enhancing customer education, and improving product descriptions and packaging.
• Collaborate with 3PL provider to establish and maintain strong relationships and ensure effective operations
• Collaborate with the logistics team to manage inventory levels, optimize warehousing, and ensure timely product fulfillment
• Oversee order management processes, including order processing, shipping, tracking, and delivery, to ensure on-time and accurate order fulfillment together with potential 3PL partners
• Monitor and analyze operational KPIs to identify areas for improvement and implement solutions to enhance efficiency, cost-effectiveness, and customer satisfaction
• Continuously evaluate and improve existing operational processes, systems, and tools to increase productivity and reduce errors

Qualifications and requirements:

• Bachelor's degree in business, supply chain management, operations, or a related field - Advanced degree is a plus
• 5+ years of experience in e-commerce operations management, customer experience management, or a related role.
• Proven experience driving improvements in customer experience
• ⁠In-depth knowledge of ecommerce operations, including inventory management, order fulfillment, logistics, and customer service
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions to improve operational efficiency
• ⁠Proven experience in process optimization, lean methodologies, and project management.
• Familiarity with ecommerce platforms, order management systems, and other relevant operational tools and software.
• Excellent leadership and team management abilities, with a track record of driving performance and achieving results through collaboration and motivation
• Exceptional organizational and problem-solving skills, with the ability to handle multiple priorities and meet deadlines in a fast-paced environment
• Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and external partners
• Fluency in English (both written and spoken) is required. Knowledge of other languages is a plus.

To apply, please submit your resume, portfolio, and a brief explanation of your approach to optimizing ecommerce operations and improving customer experience.

Location: Asolo (TV)