eCommerce Operations Consultant – Remote Work Type

Directio is a global IT services company. We consult, code, test, deploy, and manage mainly cloud-based and mobile applications, providing around-the-clock support from our offices in Poland, the Philippines, Mexico, and the USA. We prepare our FMCG, retail, automotive, and SaaS clients for the future by accelerating their digital transformation. Operating under the “We Code Success” principle, we prioritize the success of our clients, consultants, and partners. 

About project

We are looking for an eCommerce Operations Consultant to join a project for our client, an international company operating across multiple markets.

You will be supporting and managing enterprise B2B and B2C eCommerce platforms, including Adobe Commerce (Magento), Shopify, and BigCommerce.

This is a techno-functional role focused on eCommerce business operations, order management, fulfilment processes, production support, quality assurance, and stakeholder coordination rather than software development.

You will be working closely with global business, warehouse, logistics, and technical support teams, ensuring stable day-to-day eCommerce operations and effective resolution of production issues.

Responsibilities

• You will be monitoring daily eCommerce platform operations and business transactions;

• You will be supporting the complete order lifecycle, including order management, fulfilment, shipment tracking, returns, and customer issue resolution;

• You will be coordinating operational activities with business users, warehouse, logistics, customer service, and technical support teams;

• You will be ensuring compliance with agreed SLAs and operational KPIs;

• You will be providing L1/L2 operational and production support for Adobe Commerce (Magento), Shopify, and BigCommerce platforms;

• You will be analyzing production issues and coordinating their resolution with relevant technical teams;

• You will be monitoring integrations, order flows, payment transactions, and fulfilment processes;

• You will be preparing detailed incident reports and Root Cause Analysis (RCA) documentation;

• You will be gathering and documenting business requirements and analyzing eCommerce business processes to identify potential improvements;

• You will be supporting User Acceptance Testing (UAT), business validation, release planning, and production readiness activities;

• You will be validating end-to-end eCommerce processes, including product catalogue, pricing and promotions, customer registration, checkout and payments, order management, fulfilment, and returns;

• You will be executing test scenarios, reporting defects, and supporting regression and smoke testing during releases;

• You will be preparing and supporting operational dashboards and status reports, tracking incidents, service requests, and performance metrics;

• You will be participating in daily governance and stakeholder review meetings.

Requirements

• You have 3–8 years of professional experience, including experience supporting eCommerce platforms such as Adobe Commerce (Magento), Shopify, or BigCommerce;

• You have a strong understanding of eCommerce operations, including Order Management, Fulfilment & Logistics, Customer Service Operations, Product Catalogue Management, Pricing & Promotions, and Payment & Checkout flows;

• You have experience with ServiceNow, Jira, Azure DevOps, or similar ticketing and work management tools;

• You have a good understanding of eCommerce business processes and customer journeys;

• You have experience with production support, incident management, and coordinating issue resolution with technical teams;

• You have experience supporting business analysis, functional validation, UAT, and QA activities;

• You have strong analytical, communication, and stakeholder management skills;

• You are comfortable working with global delivery and operations teams;

• You are able to work in rotational shifts supporting global operations, including 24/7 coverage when required;

• You are fluent in Spanish and English, both written and spoken;

• You have a Bachelor's degree in Business Administration, Information Technology, Commerce, or a related field.

Nice to have

• Experience with SAP integrations and ERP processes;

• Experience working in B2B Commerce environments;

• Understanding of APIs, integrations, and web technologies;

• ITIL knowledge or previous Production Support experience;

• Experience working with global delivery teams.

We offer

• Private healthcare, Multisport card and trainings,

• Salary: 15 000 - 20 000 PLN netto / B2B;