Senior eCommerce Operations Specialist

Fender Musical Instruments Corporation is a world famous brand with offices across the globe. Within Fender Musical Instruments Corporation’s ("FMIC’s") eCommerce team, we are leveraging Shopify to deliver a seamless and optimized online shopping experience for musicians all around the world – and extended across the FMIC portfolio of brands.

An American icon, Fender was born in Southern California and has built a worldwide influence extending beyond the studio and the stage. A Fender is more than an instrument, it’s a cultural symbol that resonates globally.

We are searching for a Senior eCommerce Operations Specialist to join our Global eCommerce team in Scottsdale, AZ.  This individual will support both the Director of Fender.com and VP of eCommerce and will be responsible for providing 365-day-a-year operations coverage for the consumer-facing D2C eCommerce experience. The role requires extensive daily coordination and interaction with a cross-functional eCommerce team distributed across multiple offices in the US and abroad.

While Scottsdale, AZ is the preferred location for this hybrid role, consideration will be given to applicants within commutable distance to our Los Angles office.

Essential Functions:

• Define and control operational business continuity 365 days a year as required, ensuring critical operational support is available for all core eCommerce systems and processes across Fender.com, JacksonGuitars.com, and PreSonus.com - including the Shopify platform itself, payment gateways/processors, and backend ERP systems.
• Guide and control best practices around Customer Service and Artist Relations team engagement to ensure excellent consumer experience — and own process training to these groups when and where needed.
• Lead partnership with eCommerce merchandising team (and other internal teams, such as Artist Relations) regularly to define, build, and test revenue-driving promotions.
• Lead relationship with logistics staffing as needed to optimize order fulfillment processes and ensure timely and efficient order delivery.
• Widen the eCommerce revenue footprint by guiding operational integration and process definition in ongoing market and brand expansion efforts.
• Define and periodically audit daily requirements of the Loss Prevention practice — providing regular trend analysis and process optimization and guiding chargeback investigations.
• Lead regular system-wide access control review and content/configuration audits
• Ensure critical operations support is available during peak eCommerce promotional periods (including Labor Day, Black Friday, Cyber Monday, Xmas).
• Guide documentation of eCommerce systems and processes
• Maintain oversight and reporting on KPI’s for lead times, shipping time, backorders, shipping exceptions to track progress towards operational goals for direct eCommerce business and work on initiatives to improve KPI’s. Work closely with sales operations.
• Guide incident management for any major issue affecting conversion rate, new member activation or availability of the products or the platforms.
• Additional duties as assigned

Qualifications:

• 5+ years of experience working in a direct-to-consumer eCommerce environment, including:
• Demonstrated expertise with eCommerce platforms (Shopify, Magento, BigCommerce, or similar)
• Experience with fraud/loss prevention tools and strategies
• Mastery of post-purchase scenario handling, including order issue resolution and return management, with a proven track record of utilizing best practices and automation tools in those scenarios
• Detail-oriented with expertise in content management including strong proofreading skills and proficiency with promotional and catalog tools
• Experience with Shopify workflow automation and app marketplace offerings is highly desired
• Strong analytical capabilities with aptitude for mastering complex systems
• Proficiency in Microsoft Office and online collaboration tools (Google Docs, etc.)
• Excellent verbal and written communication, organization, and time management skills
• Skilled at evaluating challenges and delivering practical solutions
• SAP experience a strong plus

About Fender Musical Instruments:
Fender Musical Instruments Corporation (FMIC) is one of the world’s leading musical instrument manufacturers, marketers and distributors, whose portfolio of brands includes Fender®, Squier®, Presonus®, Gretsch®, Jackson®, EVH®, Charvel®, Bigsby®, and Groove Tubes®, among others. For more information, visit www.fender.com. FMIC offers a competitive benefits package which includes medical, dental, 401(k), paid time off, and an equipment purchase program to help you get the band back together. Fender Musical Instruments Corporation is an equal opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, disability, veterans’ status, sexual orientation, or any other protected factor.