Own the end-to-end operational health, performance, and availability of Farnell's global ecommerce platforms.
Monitor site performance, uptime, service levels, and operational metrics across all regions.
Define and maintain operational standards, governance processes, escalation procedures, and service level expectations.
Act as the senior point of accountability for major ecommerce incidents.
Lead root cause analysis activities and drive corrective and preventative actions.
Foster a culture of proactive monitoring, continuous improvement, and operational resilience.
Ensure rapid issue resolution through effective collaboration with engineering, infrastructure, and third-party partners.
Lead the global User Acceptance Testing (UAT) function across both Waterfall and Agile delivery models.
Coordinate complex initiatives across Ecommerce, Marketing, Customer Service Operations, and Technology teams.
Manage strategic vendor relationships, contracts, and service agreements.

Significant leadership experience within ecommerce operations, digital platforms, or online customer experiences.
Experience managing large-scale, multi-region ecommerce environments and distributed teams.
Strong knowledge of ecommerce operations, incident management, service delivery, release management, and platform governance.
Demonstrated success leading cross-functional programmes within complex global organisations.
Experience managing third-party vendors, contracts, and service-level agreements.
Strong understanding of both Agile and Waterfall delivery methodologies.
Excellent stakeholder management, communication, and presentation skills, with the ability to influence at executive level.
A highly analytical and data-driven approach to decision-making.
Experience driving operational improvements, automation initiatives, and continuous improvement programmes.
Awareness of emerging technologies, including AI and automation, and their application within ecommerce environments.
A passion for delivering exceptional customer experiences and building high-performing teams.

Director, eCommerce Operations

Key skills