eCommerce Operations Specialist, EMEA

Opportunity at Brooks

As the eCommerce Operations Specialist, EMEA, you will help ensure that Brooks’ EMEA digital commerce experience runs smoothly, accurately, and efficiently across all operational touchpoints.

You will coordinate day-to-day website operations, monitor order flow and customer-impacting issues, support testing and release activities, analyze operational performance, and maintain the processes that power Brooksrunning.com/eu.

Working closely with the Manager, eCommerce User Experience & Operations, EMEA, as well as Digital Products, IT, Customer Service, CRM, Merchandising, Content, Analytics, and external partners, you will support the eCommerce team in identifying customer friction, resolving operational issues, and continuously improving the digital experience for runners across EMEA.

The ideal candidate is organized, detail-oriented, and eager to learn how eCommerce operations, technology, and customer experience come together. You are curious and motivated to help the team keep day-to-day operations running smoothly for runners across EMEA.

Your Responsibilities

eCommerce Operations & Issue Management

• Support daily monitoring of eCommerce operations and order flow to ensure accurate order processing, fulfillment, delivery and escalate issues to appropriate team members.
• Assist with tracking and documenting order, website, payment, and customer experience issues; perform initial investigation of any issues.
• Triage operational incidents and work with internal teams and external partners to ensure timely resolution.
• Monitor operational health and track recurring issues and do an initial analysis of root causes.
• Track and manage eCommerce operational tickets, incidents, and escalations.

Testing, QA & Release Readiness

• Participate in User Acceptance Testing (UAT) activities from an eCommerce stakeholder perspective.
• Execute defined test scenarios and document findings for new features, enhancements, bug fixes, and platform updates.
• Assist in validating business requirements and conduct initial assessment to determine if solutions meet operational and customer experience expectations.
• Support launch readiness activities and partner with stakeholders before new functionality goes live.

Reporting & Operational Insights

• Maintain recurring operational reports and dashboards tracking performance, issue trends, and operational KPIs.
• Monitor website, checkout, order, and customer service data to identify anomalies and opportunities.
• Compile customer feedback and operational data and support analysis to uncover friction points and improvement opportunities.

Process Improvement & Documentation

• Maintain, and identify opportunities to improve workflows, SOPs, documentation, and operational playbooks.
• Support operational readiness for new tools, programs, and business initiatives.
• Provide observations and feedback to support improvements to efficiency, scalability and customer experience.

Cross-Functional Collaboration

• Partner closely with eCommerce, Digital Products, IT, Customer Service, CRM, Merchandising, Analytics, and Content teams.
• Coordinate issue management across multiple business functions and external vendors.
• Support successful execution of operational activities across the EMEA digital commerce ecosystem.
• Develop knowledge on eCommerce trends, technologies, and best practices, sharing recommendations where appropriate.

Qualifications

Required

• Bachelor’s degree in business, Digital Commerce, Information Technology, Operations, or a related field (or equivalent practical experience).
• 1+ years of experience in eCommerce operations, digital operations, customer service operations, IT support, or a related digital environment.
• Strong analytical and problem-solving skills.
• Advanced proficiency in Microsoft Excel and experience working with operational data.
• Excellent attention to detail and ability to manage multiple priorities simultaneously.
• Comfortable working cross-functionally with technical and non-technical stakeholders.
• Strong verbal and written communication skills in English.

Preferred

• Experience supporting eCommerce platforms such as Salesforce Commerce Cloud (SFCC), Shopify, Magento, or similar.
• Experience with OMS, CMS, PIM, PSP, ESP, analytics, or customer support platforms.
• Experience with Jira or similar project and ticket management systems.
• Experience with QA, UAT, troubleshooting, or release management processes.
• Additional European language skills.
• Experience within sports, retail, direct-to-consumer, or digital commerce environments.
• Interest in leveraging AI and automation to improve operational efficiency.