Digital Retail Operations Specialist

Digital Retail Operations Specialist

Innovation has guided our every decision since 1974. As more riders of all ages get on the roads, trails, and streets than ever before, we're here to do the best work of our lives to push the greatest human powered machine into the future each and every day. We're a team of barrier-breakers, disrupters, and problem solvers. We're committed to building a diverse and inclusive workforce where every teammate can succeed as we inspire riders everywhere.

In Company Owned Retail, we strive to be a transformative, inclusive, authentic, rider focused, and collaborative team that creates the best bikes and delivers world class rider care attention. Simply said, we provide quality in our products and to our riders at every interaction and are looking for a teammate to be a part of this growing team. Reach out we're here to help you build your career at Specialized.

The Digital Retail Operations Specialist is a pivotal member of the Retail Digital Team in ensuring digital excellence across platforms where riders interact and purchase from our company, including eBay and Shopify. This role is responsible for timely processing of returns as well as monitoring and optimization of operational KPIs related to return rate, Affirm Financing performance, site errors, and achievement of 3rd party marketplace SLA metrics. This team member should have a strong aptitude for various programs and a willingness to learn, thriving in an environment that rewards diligence, detail, and focus. This role is perfect for bike enthusiasts who share our core belief that bikes change lives.

Timely processing of all digital return requests, cancellations, and refunds.

Supports updates to the Returns Policy based on business needs and guidance from leadership

Assist in tracking return rate KPIs and support initiatives aimed at reducing return volume, such as Final Sale policies.

Serve as the main point of contact for Narvar Returns Platform tasks and troubleshooting.

Monitor 3rd Party Marketplace Operational KPIs (such as eBay order cancelation rate, late shipment rate) and report findings to relevant team(s).

Monitor Affirm Financing and share insights with leadership to support financing business growth.

Support the Operations Lead in resolving site errors that impact inventory availability, order fulfillment, returns and more.

Acts as the liaison between Rider Care and Operations within the scope of digital orders.

Passion for cycling and the Specialized brand and in-depth knowledge of bicycles and related products.

Minimum 4 years' experience in ecommerce, online retail, or a related field.

Experience optimizing online return policies and procedures to improve customer experience and reduce return rates.

Familiarity with Narvar or other similar online returns platform.

Knowledge of 3rd Party Marketplace performance requirements and KPIs.

Knowledge of financing providers such as Klarna or Affirm and how to leverage Financing offers in an eCommerce environment to drive order values.

Proficiency in using Excel sheets for data analysis and reporting.

Computer multitasking skills to efficiently manage various tasks concurrently.

Creative and organized mindset for content creation and marketing initiatives.

Strong team player who can collaborate effectively with colleagues and departments.

Strong communication and collaboration skills, meticulous attention to detail, and the ability to prioritize and manage multiple projects in a fast-paced team environment.

Competitive health care (Medical PPO or HDHP)

Dental

Vision

Health Savings Account (HSA)

Short- and Long-Term Disability

Company sponsored life insurance & AD&D and Disability Insurance

Optional Term Life Insurance

Optional Critical Illness insurance

Optional Critical Accident insurance

Competitive vacation package

401(k) with match

8 Weeks paid parental leave

Paid company holidays

Employee discounts on all product

Deep partner retail discounts

Fitness & Events Reimbursement

Employee Assistance Program

Commuter Benefits

• if applicable in state

Compensation : $25-$30 per hour

Here at Specialized we believe that bikes have the power to change lives for the better. We are a culture of barrier-breakers, but we need your unique ideas and backgrounds to help us push boundaries and change the world. We are always looking for creative, innovative, and passionate people who can contribute to our mission of getting people outside. Regardless of your qualifications, if you think this could be you and you're ready to make a difference, please apply! We hope that you will reach out and show us how you can make an impact here.