Enterprise Operations Manager

BigCommerce’s mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises. We focus on being the best ecommerce platform so our customers can focus on what matters most: growing their businesses.

We are equally passionate about growing our employee’s careers and providing them an incredible experience as we rapidly expand across the globe. We are proud to have been  recognized numerous times  for our product and workplace culture. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.

BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

About Feedonomics

Ever wonder how products appear on Amazon or how Google knows what’s in stock nearby? That’s Feedonomics behind the scenes.

As a BigCommerce brand, Feedonomics is a leading product feed management platform that helps brands, retailers, and agencies list and optimize products across top ecommerce channels worldwide. We manage everything from onboarding to ongoing feed optimization, enabling our clients to scale faster with less effort.

Since 2014, Feedonomics has earned a strong reputation for our full-service model, people-first culture, and powerful technology—all rooted in a commitment to excellence.

The Manager, Enterprise Operations will oversee, train, and empower team members across the Enterprise Team. You will provide guidance to questions and concerns regarding our platform and be the main point of escalation for internal and external clients. You will also be responsible for managing the distribution of work across the team and ensuring each Enterprise client receives best-in-class service.

What You'll Do:

• Lead and manage a team of Enterprise Feed Managers and Enterprise Support Specialists, overseeing quality checks on individual performance, identifying training needs, and providing coaching to ensure production goals are met while promoting career development

• Handle client escalations independently, partnering with cross-functional teams to conduct root-cause analysis and resolve issues effectively

• Review and analyze client reports submitted by Feed Managers and Support Specialists, providing actionable insights and feedback

• Continuously evaluate current processes to identify opportunities for increasing productivity and improving quality standards.

• Ensure accurate documentation of client time and account information within Feedonomics' internal systems

• Troubleshoot and resolve issues related to data imports, including switching data import sources and ensuring data integrity, while addressing mismatched product attributes during product updates. Provide solutions to correct errors and warnings in various shopping channels

• Oversee the configuration and mapping of attributes across various file types, including delimited files, XML files, custom scripts, and API-based platform integrations

• Apply best practices for building and optimizing product feeds, including modifying, sorting, and filtering large volumes of product data to generate accurate product listings

• Ensure feed quality assurance compliance and monitor adherence to industry standards

• Provide comprehensive weekly reports to leadership, highlighting key metrics and performance insights

• Collaborate with various paid search channels and affiliate networks to clarify specific feed requirements and ensure alignment on expectations

• Participate in Strategic Business Reviews to unearth upsell opportunities 

Who you are:

• 4 + years of leadership experience in Customer Operations

• Demonstrated experience in leading technical teams

• Outstanding strategic thinking, analytical, & problem-solving skills, and excellent written, oral, and presentation skills.

• Strong relationship management, organizational, and project management skills

• Strong, proven experience and deep understanding of major social media platforms

• CRM Software (Salesforce, Hubspot, Zoho, Asana, Toggl) or other data platforms

• Proficient in Excel/Google Sheets 

• Bachelor’s degree in Business Management, Computer Science, or Marketing preferred or equivalent work experience

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Diversity, Equity, and Inclusion at BigCommerce

Our employees make the difference. At BigCommerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.
Learn more about the BigCommerce team, culture and benefits at  https://careers.bigcommerce.com.

Protect Yourself Against Hiring Scams: Our Corporate Disclaimer 

BigCommerce, along with many other employers, has become the subject of fraudulent
job offers to hopeful prospective job seekers.
Be advised:
BigCommerce does not offer jobs to individuals who do not go through our formal hiring process.
BigCommerce will never:

• require payment of recruitment fees from candidates;
• request personally identifiable information through unsanctioned websites or applications;
• attempt to solicit money from you as part of the hiring process or as part of an employment offer;
• solicit money to complete visa requirements as part of a job offer.

If you receive unsolicited offers of employment from BigCommerce, we urge you to be extremely cautious and avoid engaging or responding.