Senior Operations Manager, IATA Store

The Commercial Excellence team is a dynamic team responsible for driving continuous improvement in supporting systems, processes, and tools utilized in the Commercial team. The IATA Store is the next version of the IATA e-Commerce platform (currently store.iata.org), which will be launched in 2024.

Reporting to the Head, Commercial Excellence and working closely with the entire Commercial team, you are responsible for the project management, the successful implementation and ensuing operation of the IATA Store. You will manage the requirements from IATA stakeholders (Product Managers, ITS, Legal, Finance, Tax, Compliance, Customer Service, etc.) while managing the vendors and contractors (the e-Commerce platform vendor etc…).

 • During the Project phase, you will:

- Lead the IATA Store project implementation in accordance with IATA policies and best practices and ensure delivery on time, on budget and on agreed specifications.

- Manage relationships with stakeholders, monitor the project progress and address any deviation expeditiously.

- Define and organize comprehensive testing prior to launch.

- Ensure effective transition to operations (SLAs, training, migration, support team and processes …).

 • Operations: following the initial launch of the IATA Store in the first half of 2024, you will:

- Ensure the smooth running of the e-commerce ecosystem: the Store, iata.org, Salesforce, Google Analytics, Pardot, Hotjar and other third-party tools, search engines and social media.

- Manage the relationships with all relevant stakeholders to ensure content, usability, interaction and journey tracking and commercial performance for the Store are not compromised. 

- Progressively onboard all existing and new products (and business models) onto the Store.

- Lead bug fixing and enhancement delivery.

- Ensure up-to-date documentation of relevant business processes using BPMN 2.0.

- Provide 3rd level support for customers and 1st level support for IATA Product Managers.

 • Order-to-Cash (OtC) Global Process Ownership (GPO): based on the experience acquired on the Store you will:

  - be responsible for global process design and continuous improvement 

  - manage OtC quality and the OtC user community

  - liaise with other GPOs as well as key operational stakeholders

• Minimum 8 years of experience in technology-based products (project management and/or operations);

• Proven track record in implementing projects and managing vendors;

• Strong solution-focused work ethic with a high degree of flexibility, supporting varying complexities and priorities; 

• Experience in managing multiple stakeholders with different priorities; 

• Good understanding of order-to-cash and related systems (SAP, Salesforce…);

• Hands-on with a willingness to learn/figure things out;

• Strong sense of customer service, ownership, and accountability;

• Good leadership skills and strong interpersonal skills.

The preferred candidate should be customer-focused with a track record of implementing e-commerce with subscriptions, thrive in challenging situations and enjoy working in a truly international and diverse organization.

Travel Required: N