TL;DR

Project Manager (eCommerce): Managing global Tier 1 support for eCommerce programs, ensuring timely resolution of escalations and driving continuous improvement in support processes. Focus on overseeing case management using Salesforce and Jira, conducting weekly action meetings, and collaborating with cross-functional teams to resolve critical issues.

Location: Remote (USA)

Salary: $64,000 – $75,000 annual

Company

%hirify_global% is a leading professional services company, redefining clients' business, operating, and technology models for the digital era.

What you will do

Manage Global Tier 1 Support Team for eCommerce programs, ensuring timely resolution of escalations.
Oversee case management using Salesforce and JIRA Support Portals.
Conduct weekly action meetings to address and resolve critical cases.
Collaborate with cross-functional teams, including Fulfillment Vendors and IT, for product and program support.
Create and maintain process documentation for ISO compliance and develop standardized customer communication responses.
Diagnose, triage, and resolve support cases with a focus on prioritizing critical issues.

Requirements

Strong experience in partner, customer, vendor, and subcontractor coordination.
Excellent communication and organizational skills.
Ability to work in fast-paced environments and collaborate effectively with teams.
Advanced proficiency in Microsoft Office and other business applications.
Dependable, quick learner with strong decision-making skills.
Must be eligible to work in the USA.

Culture & Benefits

Medical, Dental, Vision, and Life Insurance.
Paid holidays, Paid Time Off, and Paid Parental Leave.
Long-term and Short-term Disability benefits.
Opportunity to participate in an Employee Stock Purchase Plan.
Work in an energetic, collaborative, and inclusive global workplace.
Discretionary annual incentive program and stock awards based on performance.