Customization ECommerce Program Specialist

Customization ECommerce Program Specialist
The ECommerce Program Specialist is a cross-functional role responsible for supporting end-to-end digital order operations for client ecommerce programs, including accessory inbound processing, order fulfillment, packaging, and returns management. This position goes beyond transactional execution by leveraging data to improve processes, identify trends, and drive operational excellence across client engagements.
The primary responsibility is to ensure secure and accurate fulfillment of online customer orders while delivering a best-in-class post-purchase experience for client programs. The ideal candidate combines strong operational execution with the ability to analyze data, identify root causes, and recommend actionable improvements.
Key Functions and Responsibilities
Process open returns and refunds in accordance with client-defined procedures and financial controls
Triage customer inquiry tickets, determine root cause, and drive issues through to resolution
Ensure resolutions are compliant with client business rules, audit requirements, and financial guidelines
Support cross-functional teams to deliver seamless and best-in-class customer experience across client accounts
Manage open orders, returns, dealer/vendor compliance, and chargeback resolution
Identify and correct missing or inaccurate product information (pricing, categorization, imagery, descriptions)
Perform regular content and process audits and generate reporting to highlight gaps and improvement opportunities
Analyze operational and customer data to identify trends, inefficiencies, and root causes; provide actionable insights to improve processes, reduce defects, and enhance customer satisfaction
Attend/contribute/lead daily stand-up meetings to review progress, surface issues, and support rapid problem resolution
Leverage data tools (e.g., Excel, reporting platforms) to build dashboards, track KPIs, and support decision-making
Drive accountability to achieve or exceed client Key Performance Indicators (KPIs)
Develop, document, and continuously improve standard work and process documentation to support new and existing client projects
Bachelor's degree required
Minimum 5 years of experience in operations and audit, ideally within an ecommerce, retail, or client services environment
Previous eCommerce experience (automotive accessories, dealer, OEM, or aftermarket preferred)
Strong analytical and data-driven mindset with the ability to interpret large data sets and translate insights into actions
Advanced Excel skills (pivot tables, VLOOKUP/XLOOKUP, data synthesis, trend analysis; familiarity with Power BI or similar tools is a plus)
Ability to work in ambiguous, fast-paced environments driven by growth and evolving client needs
Demonstrated ability to collaborate effectively across multiple stakeholders, functions, and client teams
Strong facilitation and problem-solving skills with a continuous improvement mindset
Excellent written and verbal communication skills, including the ability to present data-driven recommendations to clients
Proficient with Microsoft Office Suite / Office 365

Employment type
Full-time

Work arrangement
No