Digital Operations Lead

The Digital Operations Lead reports directly to the Manager of Digital Operations and responsible for overseeing the day-to-day activities of the Site Content Operations team, including managing tasks, ensuring process consistency, facilitating clear communication of goals and priorities, overseeing team members, and ensuring efficient and accurate execution of business plans and strategies.

What you’ll be doing:

Team and Project Management

• Establishes and maintains data integrity standards by ensuring team members keep product information and assets accurate and up-to-date within the Product Information Management (PIM) and Digital Asset Management (DAM) systems.
• Oversees the execution of content and campaigns in the Content Management System (CMS), prioritizing timely and accurate implementation to support marketing and sales objectives.
• Leads the team in executing personalization campaigns, collaborating with the eCommerce Merchandising team to launch and analyze A/B tests, and continuously optimize for improved customer engagement and conversion rates.
• Provides comprehensive supervision and mentorship to eCommerce Operations team members, including regular 1:1 meetings to review project status, address challenges, provide feedback, and set development goals that promote professional growth.
• Ensures efficient workload distribution and prioritization to align with business objectives, maximizing team productivity and individual development through training and stretch assignments.
• Guides and mentors team members within the eCommerce operations mini-function, ensuring timely task delivery and fostering a collaborative and high-performing environment.

Process Improvement

• Identifies and addresses efficiency issues within team processes, proposing and implementing improvements.
• Standardizes workflows across teams and tools to ensure consistency and clarity in task execution.
• Implements and manages project management tools to enhance task tracking and accountability.

Communication and Coordination

• Fosters open communication within and between teams to ensure alignment and awareness of ongoing projects and goals.
• Serves as the primary point of contact for resolving roadblocks and ensuring seamless collaboration among team members.
• Communicates regularly regarding team plans, priorities, and updates to the Manager of eCommerce Operations and other stakeholders.

Performance Monitoring & Reporting    

• Monitors and evaluates team performance, providing constructive feedback to enhance individual and team effectiveness.
• Reports on project progress, challenges, and achievements to the Manager of eCommerce Operations and other relevant stakeholders.

Other Duties and Responsibilities

Performs other duties that may be assigned from time to time.

What we're looking for: 

• Bachelor’s degree in information technology, computer science, or any related field.
• Minimum five (5) years of work experience in eCommerce or digital operations.
• At least one (1) year of supervisory or team lead experience.
• Experience working with eCommerce tools (e.g., Content Management Systems (CMS), Product Information Management (PIM), and Digital Asset Management (DAM) systems).
• Familiarity with project management tools (e.g., Jira, ClickUp).
• Ability to focus on solutions and actively contribute to achieving team goals.
• Aptitude for coaching and mentoring team members.
• Strong understanding and prioritization of customer-centric strategies.
• Deep knowledge of role-specific tasks and processes.
• Clear and efficient communicator, able to tailor style based on the audience.
• Understanding of cost implications and ROI assessment for initiatives.
• Ability to observe team dynamics and provide/receive feedback proactively.
• Proficient in participating in and planning projects, collaborating effectively with other functions.

Location: The Digital Operations Lead position is a remote working position for Balsam International Unlimited Philippine ROHQ in Manila. Team members in the Philippines are located within Metro Manila, Bataan, Batangas, Bulacan, Cavite, Laguna, Pampanga, Rizal, and Tarlac areas only.

Our must-haves:

• Must attend occasional in-person meetings.
• Must have a fast, reliable DSL, Fiber, or Broadband connection (not mobile or broadband stick) as the primary internet connection with a minimum actual speed of 50MBPS.

Note: An online assessment will also be part of the recruitment process.

Status: This is a full-time, permanent position with benefits.

Hardware Provision: Company-issued Laptop will be provided on your first day.

At Balsam International, we strive to offer a competitive compensation and benefits package. For permanent, full-time team members, this includes:

• Government-mandated Benefits (SSS, PAG-IBIG, PhilHealth)
• 13th Month Pay
• Paid Leaves. We use time off to rest, go on vacation, or just sleep in! Our paid time off is flexible to our needs.
• Internet Subsidy. With internet allowance, we are set up for success.
• Healthcare Coverage (+ 2 dependents). We worry less about rising medical costs with flexible quality healthcare benefits.
• Maternity, Paternity, and Solo Parent Benefit. We make sure parents are supported while they navigate work and family life.
• Continuous Learning and Professional Development Benefit. Our professional and personal development are fully supported. Whether it be online courses, workshops or books!
• Mental Health Support. We manage work and life's challenges through Mental Health Day breaks, 24/7 professional counselling, and curated webinars.
• Company Incentive. An additional cash-based perk for all our Brandits based on company's performance.
• Meeting and Team Building Allowance. Happy tummies make our meetings more fun and productive!
• Shutdown Week. We can spend more time on things that matter with an additional one-week paid time off on top of paid leaves.
• Volunteer Time Off. With two paid days off, we are able to volunteer for advocacies we believe in.
• Bereavement Leave. We get additional paid leaves when a loved one passes to grieve and provide immediate support to our families.