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Business Operations Manager

Position Summary:

The Pokémon International Company is embarking on an innovation journey and radically transforming its digital commerce capabilities to meet accelerating international demand for original and collectable Pokémon products. A world-renowned brand with a startup culture, committed at the highest executive levels to leveraging the most modern technologies to achieve a bold new vision for our company and our fans.

This Business Operations Manager will be responsible for managing day to day operational processes to keep the business moving forward. The Business Operations Manager will be responsible for interfacing with and keeping multiple areas of business operations moving forwards to hit eCommerce goals. These teams include warehouse / logistics, finance, customer service, legal and marketing.

Part of that role will be to analyze and resolve business operations issues, vendor contracting / onboarding where applicable and help look for scalable long term solutions. This role will also project manage tasks that various teams are completing to support eCommerce team, to make sure nothing falls through the cracks.

Primary Responsibilities:

• Develop an understanding of operational and process issues that need troubleshooting, such as causes and effect.
• Complete various operational tasks that have not yet been automated. Work closely with various internal departments to ensure successful completion of products.
• Plan and execute internal non-technical projects or programs from initiation to delivery.
• Gather required data from internal stakeholders to evaluate objectives, goals, and scope to define deliverables.
• Document and communicate situations, tasks, action items, and results.
• Check orders status and process payments or cancellations as needed. Monitor issues with payments.
• Process escalated orders, fulfillments, and returns as needed.
• Monitor and review daily order status reports for unusual activity and issues.
• Update and maintain certain rules and settings related to customer purchases.
• Work with the finance team to review credits, payments, chargebacks, reporting.
• Project manage tasks with the warehouse / logistics / customer service and marketing team including pre-orders and critical product launches.
• Process product returns, and check inventory statuses.
• Gather data that can help the team make decisions.
• Recommend areas for process improvements.
• Track and address common themes in partnership with the customer service team.
• Update and manage customer facing communications and internal coordination.
• Coordinate unique tasks that the ecommerce team has with editing, legal, and marketing teams.
• Analyze data to understand issues and take corrective actions when needed, knowing when and how to escalate.
• The right candidate will be able to elegantly coordinate and balance requirements, resources, dependencies, dates, and more across multiple internal and external teams and at various levels of company seniority.
• Ability to deal with ambiguity while maintaining a focus on global strategic initiatives for product development to ensure alignment with European expansion.

Knowledge, Skills and Experience:

• 8+ years in eCommerce, logistics, operations, project management or relevant experience.
• 2+ years managing a team either directly or in scope of project managing other teams to deliver Operational deliverables.
• Proficiency and comfort with Excel, especially in analysing and managing large quantities of data.
• Solid technical background, with understanding of software development and eCommerce web technologies.
• Proficiency in project management software/tools is a plus.
• Bachelor’s degree or equivalent professional experience.
• Excellent written and verbal communication skills with the ability to gain consensus among Stakeholders.
• Action and result oriented with solid organizational skills, attention to detail, drive and resilience.
• Excellent communication skills, both written and oral.
• A solid understanding of web and app UX/UI best practice and usability.
• Additional European or Japanese language skills a plus.
• Strong team player.
• Must possess solid organizational, meeting management, effective time management skills.

Working Conditions:

• Must be able to travel domestically and internationally.
• The role is principally based in London – however TPCi London staff may work from home till September 2021. This policy is subject to change.
• From September 2021 TPCi will implement a hybrid Working From Home – Office working pattern. Full details available on application.

What to Expect:

We offer a professional, fun and creative work environment. While we maintain a good balance between work and life, additional hours may be required at peak times or for specific initiatives.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of people so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Candidates will either need the right to work in the UK or dependent on the job role the company may be able to arrange a VISA.

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