Ecommerce Product Manager

• *Role Summary**

The ECommerce Platform & Product Manager owns both the operational performance and the deliberate evolution of Microserve’s eStore. This role is accountable for ensuring the platform operates reliably today—meeting order accuracy, fulfillment, and service expectations—while also leading the evaluation, selection, and transition planning for future eCommerce platform capabilities required to support growth, expanded offerings, and emerging commerce models.

Reporting to the VP, Operations, this is a hands‑on, execution‑first role with clear accountability for outcomes. The role acts as the primary business owner for the eStore, working closely with IT, Sales, Operations, and external vendors to balance stability, scalability, and strategic platform advancement in an SLA‑driven, vendor‑dependent environment. Success in this role is measured by service reliability, informed platform evolution, and effective prioritization within real operational and vendor constraints.

• *Decision Authority & Scope**

This role has decision authority over day-to-day eStore operations, prioritization of enhancements and fixes, and sequencing of platform changes. Strategic direction, budget approvals, and vendor commercial agreements are set in partnership with senior leadership and established governance forums.

• *Core Accountabilities**
• *1.

Operational

Ownership**

• Own end-to-end operational performance of the eStore, from product data accuracy through order submission, fulfillment, and issue resolution.
• Serve as the single point of accountability for customer‑impacting eStore issues, coordinating resolution across Customer Service, IT, Operations, and vendors, without directly owning day‑to‑day customer support queues
• Ensure ordering workflows, fulfillment processes, and platform behavior align with customer expectations, contractual commitments, and internal service standards.
• Monitor platform health, order accuracy, and incident trends; proactively escalate and coordinate resolution with IT, vendors, and internal teams.
• Act as the primary point of accountability for operational issues related to the eStore, even when resolution depends on third parties.
• Identify, assess, and communicate operational risks related to platform performance, vendor dependencies, and fulfillment readiness, and lead coordinated response when service expectations are at risk.
• Own ongoing platform hygiene, including product catalog accuracy (SKUs, pricing, availability, images), ordering rules, approval logic, and configuration integrity required to maintain reliable day‑to‑day operations.
• Own the end-to-end usability of the eStore, ensuring intuitive navigation, accurate and complete product information, clear configuration options, and a consistent experience across devices, aligned to client procurement expectations.
• Use operational data and customer feedback from post purchase experiences (order issues, returns, delivery exceptions) to drive improvements to platform workflows, policies, and automation.
• Maintain clear operational processes, controls, and documentation to support consistent execution and auditability.
• *2. Platform & Product Ownership**
• Define and maintain the eStore roadmap in alignment with business priorities, operational readiness, and platform constraints.
• Translate business needs into clear requirements, user stories, and acceptance criteria for IT teams and external vendors.
• Prioritize enhancements and fixes based on customer impact, operational risk, and business value, not feature volume alone.
• Guide incremental evolution of the platform, including category expansion, customer segmentation, and future capability growth.
• Ensure platform changes follow defined change and release practices, with explicit consideration for operational readiness, downstream process alignment, stakeholder communication, and service stability in an SLA‑driven environment.
• Monitor adoption and usage of new eStore capabilities and workflows, incorporating operational feedback from Sales, Customer Service, and clients to inform prioritization and incremental improvements.
• Future Platform Strategy & Selection
• Lead the evaluation and recommendation of next generation eCommerce platforms, including capabilities that enable increased automation, intelligence, and emerging models such as agent assisted or agent driven commerce.
• Assess platform options against Microserve’s operational realities, integration requirements, vendor dependencies, security posture, and long term scalability, not feature breadth alone.
• Evaluate future eCommerce platforms based on their ability to integrate with ERP, CRM, marketing automation, and emerging intelligent or agent‑assisted commerce capabilit