Role overview

Overview

The Senior Ecommerce Operations Analyst is responsible for the day-to-day operation and performance of IMS’s ecommerce platform. Reporting to the Ecommerce Technical Manager, this role focuses on resolving platform issues, supporting system functionality through backend tools, and executing testing and configuration changes in alignment with approved enhancements.

Ecommerce Platform Operations & Issue Resolution

Monitor ecommerce platform activity and identify system issues, website errors, and functional disruptions.
Perform initial troubleshooting and act as the first point of contact for issue triage.
Open, track, and manage support tickets with external platform vendors (e.g., Unilog).
Coordinate issue investigation and resolution with internal teams and vendor partners.
Validate fixes and confirm resolution before closing tickets.
Track issues from identification through resolution, ensuring timely follow-up.
Communicate issue status and updates to internal stakeholders.
Escalate complex, recurring, or high-impact issues to the Ecommerce Technical Manager.
Maintain documentation of issues, resolutions, and recurring patterns.

Product Data Validation & Support

Perform product data validation, audits, and QA checks to ensure accuracy and completeness.
Identify and correct data issues impacting search, product visibility, and user experience.
Execute data updates and category corrections as.
Support ongoing data maintenance activities within established processes.
Escalate structural, taxonomy, or governance-related issues to the Ecommerce Technical Manager when needed.
Collaborate with the Data team to support product data accuracy and consistency
PIM system administration and maintenance.

Enhancements & Release Execution

Assist with release preparation activities, including testing, validation, and coordination prior to release.
Carry out assigned tasks related to enhancements, including data preparation and validation.
Collaborate with internal teams and external vendors to support deployment activities through direction of the Ecommerce Technical Manager.
Support the execution of approved ecommerce platform enhancements and updates.
Perform post-release validation to confirm updates meet expected outcomes and align with requirements.

Platform Stability & Quality Assurance

Execute periodic testing of platform functionality to ensure overall system stability and consistency.
Develop and run test scenarios to confirm system behavior, accuracy, and performance.
Identify defects, inconsistencies, and risks, and take appropriate action to resolve them, including performing initial troubleshooting, opening support tickets, or escalating to the appropriate team members.
Re-test resolved issues to confirm fixes have been properly implemented.

Performance Reporting

Monitor ecommerce platform performance, including search functionality, product visibility, and system behavior.
Extract and compile reports from available systems to support analysis of platform performance and user activity.
Review performance data and system outputs to identify issues, trends, and opportunities for improvement within the ecommerce experience.
Provide observations and insights to support decision-making by the Ecommerce Technical Manager and Marketing Lead.

Other

Other duties as assigned

Mandatory Requirements:

5-7 years of experience in ecommerce, digital platforms, or related roles with a strong operational or systems focus.
Experience working with cross functional teams - onsite and or off shore teams.
Experience troubleshooting system issues and coordinating with technical teams or vendors.
Strong communication and collaboration skills across technical and business teams.
Experience working with ERP (AS400) systems and integrated ecommerce platforms.
Familiarity with Product Information Management (PIM) systems and product data management.
Strong analytical skills with the ability to interpret data and apply insights to support system improvements.
Proficiency with Microsoft Excel and reporting tools; experience with Power BI or similar tools is an asset.
Strong attention to detail and commitment to data accuracy.
Ability to manage multiple priorities in a fast-paced environment.
Ontario driving licence and clean driving record.
Comfortable with up to 10% travel around GTA as needed.