Own the integrated program plan for digital commerce programs (milestones, owners, risks) and drive weekly delivery health to unblock issues quickly. Run governance cadence-stand-ups, risk/decision reviews, monthly readouts, and quarterly retros-with maintained issue/risk logs and decision registers. Coordinate change & release management for ecommerce launches and cutovers (UAT, go-live checklists, rollback plans, hypercare) with Product/IT and key vendors (e.g., Cleverbridge). Orchestrate enablement & communications for partner/ISS and field audiences-FAQs, one-pagers, office hours-and maintain the communications calendar. Create and maintain SOPs, process maps, runbooks, and operational playbooks; ensure version control and adoption for repeatability and scale. Identify and remove operational friction; run RCAs and drive continuous improvement to reduce exceptions and manual work. Aggregate operational requirements and acceptance criteria; coordinate UAT and sign-offs; partner with vendor platforms as needed (e.g., PartnerStack). Maintain delivery trackers and operational dashboards (non-analyst ownership) and uphold data hygiene standards so analytics teams can trust the signal. Ensure correct stamping and usage of key CRM/process fields used to track ecommerce transition flow states and order submission attributes; close gaps through enablement and process fixes. Implement feedback loops (e.g., office hours Q&A mining and short surveys) to turn signal into prioritized operational improvements. Program governance, dependency/risk management, and change/release readiness in a global environment. Outstanding communication and facilitation; ability to translate complexity into clear, actionable plans for diverse audiences. Process mapping, SOP/runbook creation, and document stewardship for scale and repeatability. Enablement and communications craft for partner/field audiences, including FAQs and concise narratives. Cross-functional collaboration across Sales, Renewals, Partners/ISS, Product, IT, Marketing, and Finance; influence without authority. Familiarity with BI tools (Power BI/Tableau) and strong Excel for operational reporting (pivots/lookups); focus on requirements and adoption rather than model-building. SaaS/B2B ecommerce adoption and subscription renewal workflows. Partner ecosystem support, incentive/transition communications, and office-hours enablement. Running launch readiness at scale (cutovers, playbooks, hypercare). Working with feedback loops (e.g., surveys) to close the enablement and customer experience loop. 3+ years in program operations or cross-functional delivery (SaaS/B2B preferred). Proven execution of governance, change/readiness, and enablement across global stakeholders. Ability to interpret KPIs and operational trends and translate them into concrete process or enablement actions.
