Team Lead Ecommerce Operations and Application Support
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Role Overview
As the Team Lead Ecommerce Operations - Direct to Consumer, you will play a pivotal role in shaping our digital strategy by guiding a team of specialists (orders management and operations, Product Owners, Business Analysts) to monitor and optimize BRP's Ecommerce channel operations, from online experience to order fulfillment and after-sales activities.
Key Responsibilities
* Ensure the quality of BRP’s direct-to-consumer online experience by leading the team in monitoring order management cycle, incident resolution workflows, and back-end system processes.
* Lead analysts and product owners in monitoring order status, troubleshooting incidents, supporting customer service, and ensuring metrics related to sales, cancellations, returns, and refunds are met.
* Improve eCommerce operations through process automation, SOPs, and root cause analysis for issues.
* Act as liaison among internal stakeholders and external partners, contributing to RACI definitions and understanding business interdependencies.
* Participate in quality assurance for order management flows.
* Analyze data, evaluate KPIs, and provide reports to inform business decisions.
Qualifications and Qualities
* Bachelor’s Degree in business, commerce, computer science, or related fields.
* Experience in team leadership roles (team lead, supervisor).
* At least 3 years of experience in retail, with roles such as operations specialist, business analyst, or support specialist.
* Experience with OMS, Digital/eCommerce, B2C, Omnichannel projects is a plus.
Company Values and Location
BRP is committed to diversity and inclusion. This position is based in Campinas, Brazil, with a hybrid work mode (2-3 days in-office).
Additional Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Management and Manufacturing
* Industry: Manufacturing
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