Director Ecommerce Operations ServiceLive in Hoffman Estates, IL at Sears Home Services

Date Posted: 7/27/2018

Job Snapshot

Job Description

Req/Job ID: 941574BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Operations
Store ID: 58490: Sears Roebuck & Co.

Scope of Responsibility:
This role is responsible for the platform that processes over 700,000 transactions and $100M in marketplace revenue. This role also engages in support of over 22,000 providers, creating an experience that supports retention in multiple countries.

Job Summary:
The Director, Platform Operations is accountable for the operational integrity of the ServiceLive platform. This position directs and creates strategy for the ServiceLive organization delivering platform functionality in the most effective manner while working closely with partner organizations and market teams. As ServiceLive expands internationally, this position will be responsible for leading the operational capability and support.
Job Duties/Responsibilities:
• Leads a team of 2-3 Scrum Masters and International Office leaders to support Agile methodology and assure operational standardization of ways-of-doing-business globally
• Provides direction for monitoring overall system health for delivery and quality. Partners with IT, reporting, account management and provider network teams to create reports, SLAs and processes to measure network health, identify challenges and opportunities to proactively improve
• Partners with the Technology and Product teams, assuring accountability for work by setting expectations, achieving commitments, providing feedback, and evaluating effectiveness
• Translates clients’ requirements into technical solutions to implement new processes ensuring that they are consistent or repeatable
• Manages and prioritizes the project stream, working with customers to determine project definition and business requirements

Job Requirements

Job Duties/Responsibilities(contd.):
• Improves delivery quality, repeatability and on time delivery of key projects as part of both partner and/or strategic company initiatives
• Ensures understanding of upstream and downstream impacts from planned enhancements and development with partnership from product owners. Creates and updates documentation of system components
• Maintains a detailed understanding of all operational processing schedules for internal and external clients while creating awareness of the details of schedules and dependencies across multiple sources
• Accountable for the business integrity of the ServiceLive system, including website; Business Integration Portal; and platform, for the purpose of all change control management; system updates/changes; and impact analysis and remedy
• Partners with Finance, Legal and Compliance teams to drive key deliverables such as IRS (Internal Revenue Service) levies & 1099 Tax Forms, AML (Anti-money Laundering) Audits & Regulatory Compliance Audits, member violations & background check appeal investigations, governance around admin access management to the ServiceLive platform, Docusign oversight, SKU creation and maintenance, service order templates and background check processes and provider registration work flow, facilitating legal inquiries and documentation requests and internal audit liaison and point of contact for action items
• Acts as a platform subject matter expert helping onboard new Buyer and Providers to the ServiceLive platform in more efficient ways while creating the best solutions to fit Buyer needs
• Performs supervisory functions, including but not limited to, making employment decisions regarding hiring, promoting, demoting and terminating, conducting performance appraisals and coaching and developing associates
Education Experience: Bachelor's Level Degree
Years of Related Experience: Over 10 Years
License/Certificate Required: No
Driver's License Required: No
Travel Requirements: 25%
Age Requirement: 18+
Job Requirements:
• Ability to develop and drive implementation of new processes
• Strong leadership and organizational skills
• Excellent communication and negotiation skill that includes working with technical, business and executive audiences.
• Strong technical aptitude and ability to understand complex processing architecture. Able to translate business requirements to technical requirements, creating and documenting process.
• Strong strategic and conceptual thinking skills
• Solutions and action oriented, with strong skills in execution
• Ability to manage multiple priorities simultaneously, yet focus on and prioritize most critical issues and activities.
• Ability to build strong teams along with identifying, mentoring and developing talent
• Excellent written and oral presentation skills, with the ability to engage, inspire, build credibility and engender trust across all levels of an organization.
• Computer knowledge in programs such as Microsoft Office suite, including Visio. Experience with industry specific programs, such as SAP, a business management software and Jira.
• In-depth knowledge of international practices & procedures
Preferred Skills:
• Understanding of Agile principles, such as Scrum and tools such as Jira
• Previous platform experience, preferably in one of more of the following areas: provider systems, payment process management, or onboarding of new accounts.
• Previous experience using Triaster


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