Ecommerce Operations Lead

Job Summary

Job Description

B2B E-commerce Operations Lead

Reporting to the Manager, Digital & E-commerce Operations:

Position Overview: The E-commerce and Digital Operations Lead will be responsible for overseeing the day-to-day operations of the E-commerce B2B function at Medline.

This role requires a proactive leader with a strong understanding of e-commerce technologies, digital marketing tools, and customer experience optimization.

The E-commerce and Digital Operations Lead will work closely with cross-functional teams to ensure the seamless operation of all digital and e-commerce applications, contributing to the overall business growth.

Key Responsibilities:

Platform Management & Optimization:

• Ensure the production stability and security of e-commerce and digital platforms, including online storefronts and content management
• Oversee the deployment of updates, patches, and new releases with minimal disruption to frontend site operations and user experience.
• Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure high system availability.

Incident & Problem Management:

• Lead the response to incidents affecting e-commerce platforms and digital applications, ensuring prompt resolution and support
• Conduct root cause analyses for recurring issues and collaborate with development and infrastructure teams to implement solutions.
• Develop strategies and implement processes for proactive problem identification and prevention.

Performance Optimization:

• Analyze system performance and user experience to identify opportunities for improving speed, responsiveness, and functionality.
• Partner with development and digital teams to optimize e-commerce platforms for both desktop and mobile performance across all environments.
• Lead efforts to incorporate automation and other technologies to enhance operational efficiency and reduce downtime.

Collaboration with Cross-Functional Teams:

• Work with digital marketing, product, and customer service teams to align application functionality and performance with business needs and customer expectations.
• Coordinate with third-party vendors, including payment processors and shipping providers, to ensure seamless integration and reliable operations.
• Support the delivery of new digital features and functionalities, ensuring alignment with IT policies and compliance standards.

Change Management & Compliance:

• Oversee change management processes for digital and e-commerce applications, ensuring thorough testing and adherence to quality standards.
• Maintain data security and compliance within the e-commerce environment, following relevant regulatory standards for release management to production.
• Establish and maintain disaster recovery and business continuity plans to safeguard critical e-commerce operations.

Team Leadership:

• Lead and mentor a team of application support specialists, fostering a collaborative and high-performance environment.
• Set team goals aligned with organizational objectives, mentoring and coaching to enhance team capabilities.
• Coordinate with the IT leadership team to define and implement best practices for digital application operations.

Reporting & Analytics:

• Develop and deliver regular reports on application performance, incident metrics, and uptime to senior management.
• Use analytics to monitor trends in system health and user behavior and identify areas for system and process operational efficiency improvements.

Qualifications:

Education: Bachelor’s degree in computer science or an information technology-related field. A master’s degree is a plus.

Experience: 12+ years of IT operations experience within e-commerce or digital applications

Technical Skills:

• Strong understanding of e-commerce platforms and digital e-commerce system integrations and networking.
• Experience within a production support role involving on-call support rotation and legacy application migrations
• Familiarity with cloud environments, especially Azure, and experience with API-first integrations.
• Expertise with application troubleshooting and performance monitoring (APM) tools and reporting software.
• Proficiency in incident and change management, troubleshooting, and DevOps practices.

Soft Skills:

• Exceptional problem-solving and analytical abilities.
• Strong communication skills, capable of managing both technical and non-technical stakeholders.
• Leadership and team development abilities with a focus on collaboration.

Preferred Qualifications:

• Familiarity with Agile and DevOps methodologies.
• Experience with front-end and back-end e-commerce integrations and third-party applications.
• Understanding of data security standards and compliance requirements for digital and e-commerce applications.

Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

The anticipated salary range for this position:

The actual salary will vary based on applicant’s location, education, experience, skills, and abilities. This role is bonus and/or incentive eligible. Medline will not pay less than the applicable minimum wage or salary threshold.

Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For a more comprehensive list of our benefits please click here. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp.

Every day, we’re focused on building a more diverse and inclusive company, one that recognizes, values and respects the differences we all bring to the workplace. From doing what’s right to delivering business results, together, we’re better. Explore our Diversity, Equity and Inclusion page here.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.