Helly Hansen eCommerce Operations Manager, NA

About this role

Who We Are: Kontoor Brands is a portfolio of three of the world’s most iconic lifestyle, outdoor and workwear brands: Wrangler®, Lee® and Helly Hansen®. Kontoor Brands is a purpose-led organization focused on leveraging its global platform, strategic sourcing model and best-in-class supply chain to drive brand growth and deliver long- term value for its stakeholders.

Job Posting: Helly Hansen eCommerce Operations Manager, NA  

Job Summary  

We are looking for an eCommerce Operations Manager who is an expert in eCommerce operations including   logistics , payments, shipping, fulfillment, fraud management, and returns to help create best-in-class customer experiences across Helly Hansen’s North American eCommerce business. This role will collaborate closely with the North America Digital team, Global eCommerce teams, Finance, Distribution Centers, Customer Care, and IT to ensure operational excellence across the full customer journey.   While the role is focused on supporting and driving the North America eCommerce business, it also requires strong cross-regional collaboration and partnership with European teams across time zones to align on global systems, operational   processes   and strategic initiatives.  

The eCommerce Operations Manager will play a critical role in driving operational performance, scalability, and continuous improvement initiatives across Helly Hansen’s eCommerce business in North America. This individual will own day-to-day operational processes while also leading projects and cross-functional initiatives that improve the customer experience,   optimize   backend processes, and support long-term business growth.  

Responsibilities

• Lead and execute operational strategies and cross-functional projects related to eCommerce   fulfillment, payments, fraud prevention, returns and the post-purchase customer experience.  

• Own day-to-day eCommerce operational processes including order management, fulfillment, shipping, returns, exchanges,   payments   and fraud management, ensuring   timely   issue resolution and adherence to customer expectations.   • Identify   operational bottlenecks   impacting   the customer experience and drive scalable process improvements across systems,   workflows   and cross-functional teams.   • Review and   optimize   payment methods, shipping options, return   processes   and fulfillment operations to improve customer experience, operational   efficiency   and business performance.   • Partner closely with Finance and IT teams to ensure   accurate   operational reconciliation processes related to orders, returns, refunds,   exchanges   and chargebacks.    • Develop and   maintain   operational dashboards and KPIs to   monitor   business performance,   identify   trends   and communicate insights to stakeholders.   • Lead and support eCommerce operational readiness for ERP migrations and new system implementations, partnering cross-functionally with IT, Finance, Customer Care, Distribution   Center   and the Global team to ensure successful execution and minimal business disruptions.   • Serve as the NA eCommerce lead and subject matter expert for ERP system,   representing   the   eCommerce business in system enhancements,   integrations   and operational process improvements.   • Partner closely with   Customer   Care team to   identify   recurring customer pain points, operational   friction   and system gaps, translating feedback into future operational requirements.   

Leadership

• Leads projects   and functions within eCommerce   • Acts as   eComm   lead in cross-functional scenarios with IT,   finance   and customer care   • You'll lead the operational engine behind our digital channels: order flow, fulfillment, logistics, and the systems and people that keep them running • You'll partner closely with Ecommerce, Finance, IT and Customer Care to make every order fast, accurate, and on-brand

Requirements

• An infectious passion for the outdoors   and enthusiasm for the Helly Hansen brand.   • Bachelor’s degree or equivalent experience in   eCommerce , operations, or related field.   • 4+ years of experience in eCommerce operations, digital operations,   fulfillment   or related field.   • Confidence in Excel and comfortability with analyzing large data sets   to   identify   trends,   risks   and operational opportunities   • Experience working within ERP systems, preferably SAP, including operational workflows, order   management   and systems/process enhancements.    • Proven success working cross-functionally across Digital, Finance, IT, Customer Care, Distribution   Centers   and external partners.   • Experience working within eCommerce platforms, preferably Magento, with understanding of backend operational processes and customer experience implications.   • Understanding of   eCommerce operational workflows including fulfillment, shipping, returns, exchanges, fraud management,   payments   and post-purchase customer experience.   • Proven   success in diverse, cross-functional collaboration,   strong communication   skills, and the ability to thrive in a dynamic and multi-time zone environment.    • Ability to balance strategic thinking with hands-on execution and day-to-day operational ownership.   • Comfortable operating in a global organization with flexibility to collaborate with European teams across time zones as needed.  

Compensation Range: $82,000 to $115,000 Annual USD

Leadership Competencies Expected for this Role:

Emerging Leader

Global Agility – Open to diverse views, adapts to new ways of working Purposeful Integrity – Demonstrates ethical behavior, follows through on commitments Strategic Foresight – Understands team goals, asks strategic questions Customer Centric Innovation – Suggests improvements from customer feedback, tries new methods Urgency for Impact – Act quickly and take ownership of outcomes Bold Accountability – Own your work and deliver consistently strong results Empowered

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