E-Commerce Operations Manager

Role overview

TOM FORD Fashion is seeking an E-Commerce Operations Manager to support the expansion and operational performance of its Americas online business. Reporting to the Director of E-Commerce, this role focuses on keeping the digital storefront running smoothly, coordinating with external service partners, improving fulfillment and customer care processes, and turning operational data into clear business insights.

The position acts as a connector between digital commerce, operations, customer experience, and technology teams to help ensure reliable execution across the online customer journey.

Core responsibilities

• Oversee the daily running of the Americas e-commerce business so customers experience a smooth journey from placing an order to delivery and returns.
• Act as the main operational contact for external partners across technology, fulfillment, logistics, and customer support.
• Monitor order processing and fulfillment workflows, quickly diagnosing and resolving issues before they affect customers.
• Assist with platform upgrades, system integrations, and testing work to keep the business ready and stable.
• Protect data accuracy within Salesforce Commerce Cloud (SFCC), OMS, and related tools, including product, pricing, stock, and customer records.
• Own reporting and KPI tracking for e-commerce operations, covering sales, conversion, inventory availability, fulfillment, returns, and customer service performance.
• Review business trends and convert findings into practical recommendations that improve efficiency, customer satisfaction, and commercial results.
• Prepare recurring business reviews and leadership updates for Americas and global stakeholders.
• Develop productive relationships with external vendors and run regular operating reviews to maintain service quality and accountability.
• Work closely with Merchandising, Marketing, Finance, Retail, Operations, Customer Service, and Technology teams to support business goals.
• Serve as the primary escalation point for operational and customer service problems, ensuring timely resolution and ongoing improvement.
• Look for opportunities to simplify processes, improve productivity, and strengthen the customer journey.
• Set and monitor operational KPIs and service expectations, flagging risks and recommending corrective actions when required.
• Help document operating procedures and best practices.

Requirements

• 4–6 years of experience in e-commerce, digital operations, or a related field, preferably within luxury retail.
• Bachelor's degree or equivalent professional experience.
• Practical experience with Salesforce Commerce Cloud (SFCC).
• Background supporting order management, fulfillment, inventory, and customer service operations in an e-commerce setting.
• Strong analytical ability with the skill to turn data into useful business recommendations.
• Advanced Microsoft Excel skills and solid proficiency across Microsoft Office tools.
• Excellent organization, communication, and stakeholder management capabilities.
• Comfort handling several priorities in a fast-moving environment while maintaining strong attention to detail.
• Strong problem-solving ability, including identifying issues early, assessing risk, and driving resolution.
• Proven success influencing cross-functional teams and coordinating projects across multiple stakeholders.
• Experience working with third-party vendors, service providers, and technology partners, including performance management and issue resolution.
• Ability to balance hands-on operational execution with strategic thinking and continuous improvement.
• Customer-first mindset with a commitment to delivering a high-end luxury experience.
• High level of ownership, accountability, and follow-through, with the ability to work independently and make sound decisions.
• Ability to lift or carry up to 25 pounds or more, including pushing and pulling as needed.
• Ability to bend, stoop, reach, or squat to handle and stock merchandise.
• Willingness to travel domestically and internationally as needed.

Additional information

This role combines operational execution, partner management, reporting, and process improvement for a luxury e-commerce business. The successful candidate will help ensure business continuity, improve the customer experience, and support the broader digital commerce strategy.