eCommerce Operations, Systems Specialist

Support Center - Irving

We are seeking an Ecommerce Operations System Specialist to join our team. This role is crucial in ensuring the smooth operation of our ecommerce systems and processes. The ideal candidate will collaborate with various teams to build reports, monitor systems, and support operational excellence.

This position will provide proactive, cross functional support, by partnering with other departments within the Support Center to optimize the eCommerce experience for our fulfillment locations and customers. This role includes decision making, identifying/reporting and implementing process changes with internal and external partners; some decisions directly affect the P&L.

The successful candidate will need to be collaborative, detailed oriented, able to support numerous initiatives and can effectively communicate to all levels and areas of the business to effectively identify issues and partner and drive solutions.

Major Activities

Operations Reporting & Monitoring

• Reporting Development: Collaborate with the Ecommerce Operations team to create and enhance reporting in Manhattan OMS and Power BI to fulfill business requirements.
• System Monitoring: Monitor operational systems for outages and pipeline failures to ensure consistent performance and reliability.
• Proactive Monitoring: Monitor daily and monthly reports to identify potential process or systemic issues. Alert the Ecommerce Operations team to any anomalies and leverage data to support follow-up investigations.

WPIM Operations Support

• Subject Matter Expert: Serve as a subject matter expert for Syndigo Riversand WPIM, providing support to the Digital Merchandising and Product Content teams.
• Reporting Management: Build and maintain reporting as requested by WPIM users to support their operational needs.
• Bug Tracking: Engage with the Syndigo support team to track bugs and planned enhancements, ensuring timely resolution and improvements.
• Process Improvement: Suggest enhancements to processes and workflows in collaboration with the Manager – Systems & Enablement.
• Documentation Creation: Develop comprehensive process documentation for the Syndigo Riversand tool to assist Digital Merchandising and Product Content teams.

Ecommerce Systems Ticket Management

• Ticket Management: Utilize Service Now and Jira to open and track tickets related to OMS, Pre-Transaction, Transaction, and pipeline issues.
• Issue Identification: Proactively identify recurring issues and notify leadership teams.
  • Generate monthly reports from Service Now to pinpoint recurring issues and opportunities for improvement.
  • Analyze repeat issues, recommend changes, and support the implementation of improvements to specific ecommerce processes.
  • Present findings in departmental business review meetings to share insights and recommendations.
• Triage Monitoring: Monitor the Ecommerce Triage mailbox for issues related to Ecommerce Systems, troubleshooting or connecting users with the appropriate teams for resolution.

User Acceptance Testing and Process Documentation

• User Acceptance Testing: Conduct User Acceptance Testing (UAT) for projects involving new and enhanced systems, processes, and site features.
• Issue Documentation: Document and communicate bugs and gaps in functionality to Tech partners effectively using the Jira ticketing system.
• Process Documentation: Create and maintain documentation for new processes and site features to ensure clarity and accessibility for all stakeholders.

Other duties as assigned

Minimum Education

• Bachelor's degree or equivalent experience

Minimum Special Certifications or Technical Skills

• Excellent MS Office Skills
• Proficient in data analysis, preferably in Power BI

Minimum Type of Experience the Job Requires

• Minimum 2 years experience, preferably in eCommerce, Store Operations or Supply Chain

Other

• Team player, problem-solving skills, highly organized, self-starter, positive attitude, proactive approach, professional demeanor

Preferred Education

• Bachelor's degree in Logistics/Business/Supply Chain Management

Preferred Special Certifications or Technical Skills

• Technical understanding of Order Management functionality
• Familiarity with Syndigo/Riversand WPIM
• Familiarity with ticket management systems such as Jira

Preferred Type of Experience the Job Requires

• Experience with direct to consumer fulfillment
• Experience with web product information management systems (WPIM)

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

At The Michaels Companies Inc, our purpose is to fuel the joy of creativity. As the leading creative destination in North America, we operate over 1,300 stores in 49 states and Canada and online at

and . The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise, and , a dedicated handmade goods marketplace. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more information, please visit 

At Michaels, we prioritize the wellbeing of our teams by providing robust benefits for both full-time and part-time Team Members. Our benefits include health insurance (medical, dental, and vision), paid time off, tuition assistance, generous employee discounts, and much more. For more information, visit

.

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together.

Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at

(1800-MICHAEL).

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