Director, Digital Commerce Operations
Company: Thomson Reuters
Location: Minneapolis
Posted on: January 15, 2021
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Job Description:
At Thomson Reuters, you will play a key role in shaping and
leading the global knowledge economy. Our technology drives global
markets and helps professionals around the world make decisions
that matter. Whether solving for today---s challenges or
tomorrow---s aspirations, you will work with the industry---s
brightest thinkers on diverse projects, creating next-generation
solutions that deliver powerful results. As the world---s leading
provider of intelligent information, we want your unique
perspective to create the solutions that advance our business---and
your career.The Director of Digital Commerce Operations is part of
the Digital Commerce Platform team which is responsible for
creating and supporting digital commerce experiences that delight
our customers and enable them to grow their businesses.About the
Digital TeamThe Digital Team is playing a pivotal role in helping
to transform Thomson Reuters into a truly Digital company. We
aren---t just changing the way customers engage with us, we are
transforming and re-imagining our business, by focusing on the
individual user. We are looking for curious, smart, self-driven
digital professionals who love the challenge of turning complex
problems and constraints into innovative, easy-to-use solutions
that delight our customers. Our team promotes an agile,
collaborative and supportive environment. Our work focuses on a
large portfolio of transformational efforts as we collaborate to
deliver on the promise of making it easy to do business with
Thomson Reuters.About the RoleWe are looking for a Director of
Digital Commerce Operations who can help guide our digital
transformation journey. We are seeking a leader with passion who is
prepared to roll up their sleeves and make things happen. You will
bring an entrepreneurial perspective and a customer mindset,
ensuring our solutions are optimized to service and delight our
customers. Through your work as part of the Enterprise Digital
Office, you---ll ensure customers are easily able to find the
products and services that meet their needs, and seamlessly try,
buy or renew TR solutions that help them realize their goals. As a
Director, you will develop a comprehensive and bold vision,
strategy, and roadmap for our digital commerce operations, and set
key business objectives (OKRs) for your area.You will guide and
motivate others to help you achieve your team---s goals.Production
Support Establish a clear operating vision, effective business
processes and digital metric reporting rhythm and dashboards for
overseeing, managing and reporting on production digital commerce
sites based on industry best practices and TR---s digital
vision.Identify opportunities to improve the customer---s digital
commerce experience through effective and proactive monitoring of
key commerce sites and by leveraging digital analytics, e.g. by
tracking cart conversions and checkout conversion rate to identify
potential issues.Coordinate with various teams to triage issues,
raise support tickets where needed, analyze root cause, and assist
in efficient resolution of all production process issues ---
especially those impacting the customer experience.Track and manage
issues through to resolution, ensuring that resolutions are subject
to appropriate production-level quality assurance tests and that
key findings are reported on and applied.Develop effective
relationships with key internal business customers and act as a
proactive communicator and an effective liaison between business
and development stakeholders.Coordinate with IT groups and external
vendors and ensure effective application services to ensure
reliability of all applications (and sites?).Identify, facilitate
and oversee prioritization of intake processes for break / fix and
enhancement requests for digital commerce operations.Facilitate
daily standup meetings to manage open issues and ensure
appropriate, cross-functional actions are taken.Collaborate with
Journey teams to prioritize future enhancements to the customer
experience (customer and business).Establish appropriate
operational service levels and ensure that these are adhered to by
the Operations and Content teams within the workflow/process. At
the end of the day, we---re looking for individuals who will enable
Thomson Reuters to think big, make it simple, and move fast.About
YouYou---re a fit for the role if you have: 10 years of experience
working in digital commerce operations for a B2B or B2C digital
platform supporting multiple products and features.Excellent
problem-solving skills --- you will excel at resolving problems
encountered by users, whether these require only quick fixes or
major collaborative efforts across various departments.Customer
service --- communicate effectively with stakeholders, paying
attention to their concerns and providing clear, regular updates
for issues and ongoing requests.Tenacity and attention to detail
--- in establishing processes and reporting mechanisms, creating
documentation and tracking and managing errors through to
resolution.Multi-tasking --- strong ability to handle technical
issues involving multiple stakeholders at the same time, while
balancing other responsibilities such as writing reports and
managing other day-to-day responsibilities.Inspire others to
achieve challenging goals and high standards of performance in
pursuit of the organization---s vision. Foster a sense of urgency
to achieve goals and leverage resources to overcome barriers and
obstacles.Demonstrate a high say/do ratio and hold others to the
same.Proven ability to take initiative within a large, matrix
organization to build strong, productive relationships based on
excellent communication and A interpersonal skills.History of
partnering and collaborating with architects and
engineers.Demonstrated ability to achieve bold strategic goals in
an innovative and fast-paced environment and able to flex between
multiple workstreams.Ability to communicate complex concepts in
easy-to-understand terminology.Strong communication skills with
demonstrated ability to articulate and evangelize a strategy at
every level of the organization.Proven ability to work under rapid
development cycles with large teams to achieve a common
goals.Proven ability to influence cross-functional team(s) without
formal authority. Familiarity with financial concepts and
financial/budget management.What---s in it For You:At Thomson
Reuters, our people are our greatest assets. Here are some of the
benefits we offer for your personal and professional
growth:Learning & Development: Exposure to a wide breadth of
leading-edge technologyCareer growth - ability to work on multiple
projects and/or with various teamsProfessional growth and
development opportunity through various training programs,
conferences, networking events, in-house speaker series etc.Access
to Hackathons, Unconferences, Harvard Manage Mentor and more, we
offer learning opportunities for everyoneBenefits/Perks: Health
benefitsSavings/investment plansPaid time off (including time off
to volunteer and extended parental leave)Flexibility: We've been
named as one of Forbes, Best Companies for Work/Life BalanceGlobal
Opportunities: We have employees in over 90 countries, working
across 3 different industriesYour wellbeing: We offer a program
that focuses on making our lives healthierDo you want to be part of
a team helping re-invent the way knowledge professionals work? How
about a team that works every day to create a more transparent,
just and inclusive future? At Thomson Reuters, we---ve been doing
just that for almost 160 years. Our industry-leading products and
services include highly specialized information-enabled software
and tools for legal, tax, accounting and compliance professionals
combined with the world---s most global news services --- Reuters.
We help these professionals do their jobs better, creating more
time for them to focus on the things that matter most: advising,
advocating, negotiating, governing and informing.We are powered by
the talents of 25,000 employees across more than 75 countries,
where everyone has a chance to contribute and grow professionally
in flexible work environments that celebrate diversity and
inclusion. At a time when objectivity, accuracy, fairness and
transparency are under attack, we consider it our duty to pursue
them. Sound exciting? Join us and help shape the industries that
move society forward. Accessibility As a global business, we rely
on diversity of culture and thought to deliver on our goals. To
ensure we can do that, we seek talented, qualified employees in all
our operations around the world regardless of race, color,
sex/gender, including pregnancy, gender identity and expression,
national origin, religion, sexual orientation, disability, age,
marital status, citizen status, veteran status, or any other
protected classification under applicable law. Thomson Reuters is
proud to be an Equal Employment Opportunity/Affirmative Action
Employer providing a drug-free workplace.We also make reasonable
accommodations for qualified individuals with disabilities and for
sincerely held religious beliefs in accordance with applicable
law.More information about Thomson Reuters can be found on
thomsonreuters.com. Full time
Keywords: Thomson Reuters, Minneapolis , Director, Digital Commerce Operations, Executive , Minneapolis, Minnesota
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