E-commerce Operations Specialist

The OPEX Specialist plays a key role in driving continuous improvement across our eCommerce department. You will oversee the operational excellence improvement initiatives, identify new opportunities for efficiency and quality gains, and ensure the successful implementation and measurement of these operational excellence initiatives. Your work will directly impact, but not limited to, operational performance, customer satisfaction, overall operational effectiveness, etc.

This role bridges business operations with eCommerce operations by ensuring there is a transparent, up to date overview of all operational improvement processes across key commercial and operational teams, such as Content, Webshop, B2B, Order Management, and Customer Service, whether owned within eCommerce or originating from other departments or domains. It ensures these operational processes are prioritized, aligned, and embedded into the day to day way of working. The resulting improvements should drive measurable uplift in webshop and business performance, for example conversion, content quality, order flow efficiency, and self service success, while also strengthening Customer Service outcomes through fewer avoidable contacts, clearer customer journeys, better handovers, and higher agent productivity and satisfaction. Ultimately, the role builds a strong, shared culture of continuous improvement across the broader eCommerce organization.