eCommerce Operations Manager

About Dyson

Dyson is a global tech company rapidly expanding across various markets, including digital, direct channels, and retail stores, with a Canadian headquarters in Toronto since 2006. Known as a top employer, Dyson fosters a collaborative and dynamic on-campus culture encouraging growth and learning.

Role Overview

The eCommerce Operations Manager is responsible for enhancing the dysoncanada.ca website's customer experience through daily operational management, coordination, execution, and auditing. The position involves leveraging analytics and customer feedback to propose improvements aimed at boosting conversions and Net Promoter Scores. This role serves as a key liaison among eCommerce, IT, and other departments to identify and escalate operational challenges.

Site Health and Operations

• Manage daily operations ensuring maximum website uptime and smooth customer interactions.
• Proactively monitor site performance to identify issues and opportunities for user experience enhancement.
• Quickly resolve operational blockages by collaborating cross-functionally.
• Lead validation for new products, features, and system changes aligning with customer needs and business goals.
• Maintain flawless execution of eCommerce processes and continuously seek operational improvements.
• Coordinate with merchandising, CRM, creative, logistics, and other teams to align campaigns and platform capabilities.
• Develop strong partnerships with IT for effective incident resolution and system optimization.
• Oversee troubleshooting and quality assurance during technical issue resolution and product launches.
• Standardize and document operational procedures, maintaining current playbooks.
• Collaborate with payment providers to optimize transaction costs and improve conversion rates.

Site Enhancements and eCommerce Transformation

• Lead continuous improvement initiatives and digital transformation efforts on dysoncanada.ca.
• Develop business cases for new website features using data and customer insight to aid prioritization globally and locally.
• Manage enhancement pipelines, balancing immediate fixes and strategic projects.
• Drive eCommerce transformation projects, coordinating cross-functional change and stakeholder alignment.
• Work with global and IT teams to scope, prioritize, and implement enhancements that improve business outcomes.
• Share best practices with North America teams, utilize A/B testing to maximize conversion and customer satisfaction.
• Lead user validation testing, manage defects, and ensure releases meet standards.
• Use analytics, NPS, session replay, heatmaps, and customer feedback to inform recommendations.
• Maintain openness by updating stakeholders on enhancement status and priorities.

Candidate Profile

• Bachelor’s degree required; preferred fields include Business, Marketing, or eCommerce.
• Minimum of four years in eCommerce with at least two years managing site operations.
• Proficiency in web analytics tools, especially Adobe Analytics; experience with CMS and eCommerce platforms such as Adobe Experience Manager or Hybris preferred.
• Strong grasp of how technical changes impact revenue and business processes.
• Excellent analytical, communication, and project management skills.
• Experienced in creating clear project documentation and using task management tools like JIRA.
• Proactive, detailed, adaptable with critical thinking and collaborative abilities.

Compensation and Benefits

The annual salary ranges from $111,200 to $139,000 with additional bonus potential.

Financial benefits include:

• Matching RSP contributions
• Company-paid life insurance and AD&D
• Short and long-term disability coverage
• Employee referral incentives
• Discounts on Dyson products

Lifestyle benefits encompass:

• Competitive paid time off including vacation, sick, and floater holidays
• Comprehensive maternity leave
• Employee assistance programs

Inclusion & Accessibility

Dyson commits to fostering an inclusive and accessible workplace that embraces diversity and provides accommodations during recruitment for candidates with disabilities. They are an equal opportunity employer encouraging applications from all backgrounds without discrimination.