eCommerce Product & Support Manager

Company: Alterra Mountain Company
Location: Denver
Posted on: September 3, 2024

Job Description:

Year Round

AUTHENTICITY - EMPOWERMENT - COLLABORATION - PURPOSE

Alterra Mountain Company is a family of iconic year-round mountain destinations, the world's largest heli-skiing operation, and Ikon Pass - the premier ski and snowboard season pass offering access to more than 50 iconic mountain destinations around the world. Headquartered in Denver, Colorado and born out of a shared love of the mountains and adventure, Alterra Mountain Company exists to shape the future of mountain adventure.

WHAT WE OFFER

• Free Ikon Pass for all eligible employees + additional free skiing/riding privileges across the family of Alterra Mountain Company resorts for eligible employees and their dependents
• Discounted skiing/riding for friends and family of eligible employees across the family of Alterra Mountain Company resorts
• Flexible Time Off (FTO) and Paid Time Off (PTO) policies for eligible employees to relax and recharge
• Generous discounts on outdoor gear, apparel, rental cars, etc.
• Medical, dental, vision, life, AD&D, short-term & long-term disability insurance, EAP, HSAs, FSAs, and more
• 401(k) plan with generous company match
• Paid parental leave of up to 6 weeks for eligible employees
• Commuter benefits (Denver employees only)
• Flexible/hybrid workplace policy empowering employees to work from home, while encouraging regular in-person collaboration in our dog-friendly company headquarters office located in Denver's RiNo Art District neighborhood
  For information on Alterra Mountain Company's Social Responsibility work including our Diversity, Equity, & Inclusion actions, please see our webpage at www.alterramtnco.com/social-responsibility. Among other resources, Alterra has Employee Resource Groups to support the BIPOC (Black, Indigenous, and people of color), disability, LGBTQIA2S+, and women communities within our workforce.
  
  POSITION SUMMARY
  
  The Ecommerce Product Operations Manager plays a critical role in our ecommerce ecosystem, leading a team of product analysts to ensure accurate and timely delivery of our destinations' ski/snowboard, lodging and activity products for customers to book online. We are looking for someone with a strong process orientation who can develop, instrument and optimize processes which maximize team efficiency and satisfaction while also providing outstanding experience for internal business partners and customers. Additionally, the Ecommerce Product Operations Manager is responsible for product related incident response and triage and prioritization of vendor product defects. This position requires excellent management/leadership, communication and time management skills and strong attention to detail.
  
  This position will support new destination ecommerce system and capability implementations with product requirements gathering, build and testing.
  
  ESSENTIAL DUTIES
  
  General Responsibilities
  
  • Build and manage a team that executes large scale product builds for Alterra Mtn Co's ecommerce platforms. Includes taxonomy, product setup, attributes, pricing and promotions.
  • Establish, execute and optimize process for collecting new product build requirements and product change requests.
  • Ensure product submissions adhere to enterprise standards and develop workflow for addressing submissions that vary from standard. Ensure destinations submit complete requests.
  • Partner closely with the merchandising team to implement product optimization tests
  • Strong communication/leadership skills
  • Ensure product build process is high quality in all aspects: presentation to guests, content, imagery and mapping to downstream systems. Develop processes for ongoing quality control and go live quality checks.
  • Own customer relationship management & service delivery with lines of business product owners, destination leads, contact center teams and revenue management
  • Revise & improve business processes when needed. Find and prove application for efficiencies for product build and UAT. Develop reporting to measure team effectiveness and efficiency on executing the product build process.
  • Identify opportunities to pro-actively adjust systems and process to changing market trends and product and support requirements or stakeholder requirements.
  • Measure team throughput to effectively schedule work for customers and forecast what the team can support; model how the team can scale as additional destinations come under the team's responsibility
    Additional responsibilities:
    
    • Track and communicate team progress, identify blockers and risk
    • Support creation of product roadmaps and enhancement prioritization as applicable
    • Excellent management skills to ensure a happy and healthy team dynamic that meets Alterra Mountain Company's standards
    • Demonstrate pro-active problem resolution and solution skills, demonstrate ability to be a problem solver
    • Identify project risks and provide appropriate process and procedures to mitigate those risks
      REQUIRED QUALIFICATIONS
      
      • 3+ years managing a customer service support team
      • 3+ years in a leadership role; mentoring, developing and coaching a team of individual contributors
      • 3+ years in product operations
      • 3+ years in software systems (ecommerce systems preferred)
      • Retail / high product volume environment experience preferred
      • Strong process orientation and mindset, with a proven track record of developing and instrumenting cross functional / multiteam processes
      • Proven ability to communicate effectively and document requirements for varying levels of organizational stakeholders and across business units
      • Demonstrated understanding of fundamental requirements for a successful support desk
      • Experience working with standard ticketing systems and technology productivity tools, such as Freshservice, Jira, Lucidchart (or other flowcharting / process tools) and the Microsoft Office suite (Excel, Word, PowerPoint)
      • Excellent written and verbal communication skills
      • Experience in project scheduling, estimating, forecasting
      • Domain knowledge of hospitality, travel, and leisure industries
        EDUCATION REQUIREMENTS
        
        • Bachelor's degree in a travel, leisure, product or customer service or 5+ years managing a customer service or product operations or equivalent experience
          The base salary range below represents the low and high end of the Alterra Mtn Co Shared Services Inc. salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of the Company's total compensation package for employees. Other rewards may include short-term and long-term incentives and many region-specific benefits.
          
          Denver area base salary range: $100,000 to $140,000 per year
          
          Application Deadline: This position is open and still accepting applications.
          
          To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.
          
          Alterra Mountain Company and its affiliates are equal opportunity employers.

Keywords: Alterra Mountain Company, Denver , eCommerce Product & Support Manager, Executive , Denver, Colorado