Manager, eCommerce Operations

Job Purpose

The Manager, eCommerce Operations plays a critical role in ensuring access to the US vaccine portfolio in addition to customer contract information on behalf of US HCPs (Healthcare Professionals), wholesalers and distributors. The individual has the unique opportunity to be the operational leader within an eCommerce team that oversees GSK's sophisticated, direct-sales channel focused on access, growth and an exceptional customer experience. The Manager, eCommerce Operations is accountable for end-to-end operational excellence of GSK's premier eCommerce payment platforms that support ordering and payments for US vaccine customers.

Role responsibilities include audit compliance of eCommerce data, apprising eCommerce policies & SOPs, platform content management, reporting & data analytics, incident triage and eCommerce project management. The manager will partner with two eCommerce Operations Analysts to ensure stable and seamless daily operations of our US vaccines eCommerce channels while partnering with matrix stakeholders in Market Access, US Commercial Business Units and US Digital/Tech.

Key Responsibilities

• Oversight and leadership of eCommerce Operations, inclusive of: Channel Compliance, eCommerce Production Support, Platform Testing, Reporting and Data Analytics, Ticket Management, Matrix Support and eCommerce Vendor Management.
• Proactively understand eCommerce, Business Partner and Market Access strategies and provide insight into eCommerce operations.
• Engage Tech and Business stakeholders to ensure eCommerce operations are successfully achieved and Channel KPI's are met.
• Engage with Channel and Tech stakeholders to understand and troubleshoot eCommerce issues spanning eCommerce platforms, GSK systems (i.e., SAP/CERPS, CARS, etc.) and vendor solutions (i.e., Payments, Punchout, etc.).
• Participate in Agile sprint cycles and ensure eCommerce tactics are executed.
• Actively participate in Business Case Document reviews to provide assurance of operations that balance Brand and Trade Strategy evolutions.
• Monitor and track issues and understand how/when to escalate to line management.
• Support ad hoc data analytics requests and own eCommerce Power BI dashboards.

Basic Qualifications

• Bachelor's degree in information technology (IT), Finance, Business, or a related field.
• 5+ years of experience in SAP Hybris systems management.
• Experience utilizing Microsoft data and analytics tools, including Azure and Power BI.

Preferred Qualifications

• Masters in IT or Finance.
• Experience using Microsoft Excel, Word, and Access.
• Experience collaborating with cross-functional teams to achieve defined project milestones.
• Deep knowledge and functional capabilities of operating in SAP/Hybris.
• Experience with SQL.
• Experience with Microsoft Azure, Databricks and Power BI.
• Demonstrated strength in systems testing and test support operations.
• Capable of expertly and expeditiously triaging tickets that lead to high SLA achievement.
• Knowledge of the US Vaccine market.
• Experience partnering with Business and Tech colleagues with ability to process dynamic business situations and determine how those impact eCommerce operations.
• Experience managing vendors and/or leading large technical project workstreams.
• Ability to contribute to matrix team meetings that include Channel, Market Access, US Tech and US Pharma Brand BUs.
• Ability to support marketing and/or business plans and follow SOPs.
• Ability to develop, gain approval and execute product updates and alert communications.
• Understanding of controls, audit, and/or compliance.

Work Arrangements

This role is hybrid based in the United States. You will work partly from a GSK office and partly remotely. Exact days in office will be agreed with your manager.