Digital Services Specialist

Most companies claim to have the best people. We say to them, "Keep dreaming." Our people are second to none. They set us apart with their entrepreneurial spirit and ambition. They come to us from the likes of Amazon, Microsoft, Nordstrom, Starbucks and the sports world, bringing energy, bold ideas and a willingness to dive into the unfamiliar. It's our people that make BDA the top global Merchandise Agency to work for.

Job Summary
We are looking for a highly skilled, Magento-certified Digital Services Specialist to manage and optimize our Magento platform. In this role, you will oversee the daily operations, performance, and continuous improvement of our eCommerce sites, ensuring a seamless user experience and driving operational efficiency. The ideal candidate will have expert-level knowledge of Magento, including its architecture and core functionalities, as well as a strong understanding of third-party eCommerce systems. Additionally, you should be well-versed in eCommerce operations and best practices for site optimization.

DUTIES AND RESPONSIBILITIES
1.    Platform Configuration & Maintenance:
o    Ensure all Magento configurations are correctly set up and operating as expected, including product settings, shipping methods, payment gateways, and tax rules.
o    Regularly audit and update system configurations to ensure they align with business requirements and best practices.
o    Troubleshoot and resolve configuration-related issues to ensure smooth platform functionality.
2.    Performance Monitoring & Optimization:
o    Conduct regular performance checks to ensure the Magento platform is running efficiently, including site speed, uptime, and errors.
o    Identify and implement optimizations to improve site performance, user experience, and overall system efficiency, working with IT teams as needed.
3.    Order Management & Workflow:
o    Oversee the seamless flow of orders through the system, ensuring that customer orders are processed accurately and in a timely manner.
o    Monitor order status updates, payment processing, and shipment tracking to ensure smooth fulfillment and customer satisfaction.
4.    Support for Business Change Requests:
o    Collaborate with business stakeholders to support change requests, such as adding shopper types, translations, or other functional configurations. 
o    Implement configuration changes as needed, ensuring minimal disruption to site functionality and business operations.
o    Assist with the rollout of new features or initiatives, ensuring they are properly tested and aligned with business goals.
5.    Site Maintenance & Issue Resolution:

o    Proactively monitor the site for any operational issues, including broken links, error pages, or malfunctioning features, and ensure prompt resolution.
o    Collaborate with technical teams to apply patches, updates, and bug fixes to ensure platform stability and security.
o    Maintain a strong focus on minimizing downtime and disruptions to the customer experience.
6.    Integration Management:
o    Ensure third-party integrations (e.g., payment gateways, shipping providers, CRM systems) are functioning correctly and data is flowing as expected.
o    Troubleshoot any issues with third-party systems and work with vendors to resolve integration-related problems.
7.    Security & Compliance:
o    Ensure that Magento configurations are compliant with data security standards and regulatory requirements (e.g., PCI-DSS, GDPR).
o    Monitor for potential security vulnerabilities and work with IT teams to address and mitigate risks promptly.
8.    User Experience Support:
o    Assist in maintaining a smooth and intuitive customer experience across all devices, including desktop and mobile.
o    Work closely with design and marketing teams to ensure that site content, promotions, and product pages are accurate and visually appealing.
9.    Process Improvement:
o    Continuously assess and improve Magento workflows and administrative processes to increase operational efficiency.
o    Provide recommendations for improving site operations, including automation of manual tasks and streamlining internal workflows.

10.    Documentation & Knowledge Sharing:
o    Maintain clear and up-to-date documentation of Magento configurations, processes, and troubleshooting steps to ensure consistent, efficient operations.
o    Share knowledge with team members and provide training on Magento best practices as needed.

JOB SKILLS AND TRAITS
•    Organizational Skills: Ability to prioritize tasks and manage multiple tickets efficiently.
•    Communication Skills: Strong verbal and written communication abilities for clear interactions with team members and customers.
•    Analytical Skills: Proficiency in analyzing data and metrics to identify trends and areas for improvement.
•    Problem-Solving Skills: Ability to think critically and develop effective solutions to issues as they arise.
•    Attention to Detail: Keen eye for detail to ensure accurate ticket management and documentation.
•    Customer Service Orientation: Commitment to delivering exceptional service and maintaining positive relationships with customers.
•    Technical Proficiency: Familiarity with Jira ticketing systems and support tools, as well as general IT knowledge.
•    Ecommerce Knowledge: Expertise operating Adobe Commerce/Magento, to effectively address related support issues. 
•    System Diagnosis Skills: Ability to identify when issues stem from third-party systems and coordinate with relevant vendors for resolution.

•    Urgency in Crisis Management: Capability to recognize Priority 0 (P0) issues and act swiftly to address them, minimizing impact on operations.
•    Adaptability: Flexibility to adjust to changing priorities and manage unexpected challenges effectively.
•    Time Management: Strong ability to manage time effectively and meet deadlines while maintaining quality. 

Qualifications
•    Bachelor’s degree in a relevant field (e.g., Information Technology, Business Administration, or related discipline) or equivalent experience. 
•    5+ years of experience in a support or operations role, preferably in a technical B2B ecommerce environment.
•    Certification in Magento
•    Proficient in using Jira

ADDITIONAL NOTES
The Operations Support Specialist will be based in Manila and will interact with team members in multiple global locations. This role requires a proactive and assertive approach, with a strong focus on achieving goals and KPIs. The ideal candidate will not simply react to organizational demands but will take the initiative to drive progress and influence outcomes. A proactive mindset and the ability to advocate for support are essential for success in this position.