At LG, innovation is the foundation of everything we do. We make products and services that make lives better, easier, and happier through increased functionality and fun. Put simply, we make “Life Good” – from home appliances and consumer electronics to business innovations in digital signage and air conditioning.

The Assistant Manager, D2C Operations is responsible for the managing a variety of duties that support the online user experience and procedures by collaborating closely with the customer contact centre, developing eCommerce SOPs and policies, as well as a variety of reporting and analysis duties.

PRINCIPAL RESPONSIBILITIES:

Standard Operating Procedure Setup :

• Document pre/post-purchase online user experience and procedures.
• Control and guide the contact centre’s customer communication regarding online orders
• Train CSR/Chat agents and provide guidance for customer escalation resolution.
• Develop eCommerce standard operating procedures and policies for online orders, shipping, returns, and refunds.
• Establish a customer compensation strategy and implement supporting operational procedures.
• Set up price match and price adjustment policies; collaborate with the system development team to automate policy applications for operational efficiency.
• Evaluate current open escalation ticket categories (general, installation, transportation, website issues, returns) and collaborate with the operations team to resolve issues while communicating with customers.
• Lead the exception process and internal approval procedures.
• Investigate user escalations related to UI/UX and collaborate with the site operations team to identify root causes and resolve issues.
• Work collaboratively with cross-divisional and external partners to resolve customer escalations related to the online order process.
• Provide administrative support and assist with special projects as needed.
• Collaborate with internal partners (operations and legal departments) on terms and conditions, orders, shipping, returns, and refund policies.
• Ensure daily operational KPIs are met and delivered.
• Maintain and update SOPs and manuals according to new feature/function developments.
• Control budget/cost.

Reporting and Analysis:

• Measure, track, and communicate data on customer escalation cases; provide dashboards to show escalation resolution statuses.
• Perform reporting and ad-hoc analysis.
• Pull and analyze backorder statuses; work with the fulfillment team to expedite processes.
• Investigate faulty return cases and provide guidance to agents for customer communications.
• Pull and analyze open return statuses; collaborate closely with the logistics team to expedite the return process.
• Build regular and ad-hoc reports (e.g., sales and marketing results, project progress, operational KPIs, issues and resolutions).
• Manage risks related to systems, processes, customer satisfaction, products, and legal issues.
• Conduct an ongoing cycle of testing, measurement, analysis, reporting, and optimization in all business areas (e.g., operations, user journey, promotions, customer service).
• Manage daily, weekly, and monthly KPIs and action plans (e.g., operations, returns, on-time delivery, customer satisfaction).
• Manage return management and handle reports.
• Handle ad-hoc operational error resolutions and customer communication processes.
• Additional duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES:

• Bachelor’s degree in Engineering, Computer Science, Business Administration, or another relevant discipline.
• 3+ years of working experience in Operations & Client Management within the e-commerce industry (preferably in consumer electronics).
• 2+ years of product management experience, including stakeholder and project management, agile development, and effective communication.
• Excellent communication and relationship management skills to gain alignment on solutions and effectively communicate operational requirements.
• In-depth knowledge and experience with data preparation, analysis, and reporting.
• Experience in identifying process innovation opportunities using a data-driven approach and implementing continuous improvement initiatives.
• Strong time management and demonstrated ability to deliver results.
• Strong customer relationship management skills; client management experience is required.
• Ability to work with ambiguity and complexity.
• Intermediate-Advanced computer skills, including Excel, Word, and PowerPoint.
• Ability to work well in a high-stress environment with minimal supervision.
• Ability to work collaboratively with cross-functional teams.
• Ability to multitask with various competing priorities under tight deadlines.

Note : This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

The organization offers an attractive compensation package that encompasses a competitive salary and excellent benefits.

Conditions of Employment:

It is the candidate’s sole responsibility to obtain any work permits/visas or other authorizations which may be required to legally work in Canada prior to commencing employment.

Equal Opportunity Employer:

LG Electronics Canada, Inc. is strongly committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding work environment which highlights employees’ unique contributions to our company’s success. As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve. LG Electronics Canada, Inc., will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform LG’s Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes.

LG Electronics Canada, Inc. thanks all candidates for their interest, however, only those selected to continue in the process will be contacted.