Auto req ID: 32561
Title: eCommerce Operations Lead - Remote
Job Function: Digital
Location: Remote
Company: Harley-Davidson Motor Company
Full or Part-Time: Full Time
At Harley-Davidson, we are building more than machines. It’s our passion and commitment to continue the evolution of this storied brand, and heighten the desirability of the Harley-Davidson experience. To keep building our legend and leading our industry through innovation, evolution, and emotion we need the best and brightest talent. We stand for the timeless pursuit of adventure. Freedom for the soul. Are you ready to join us?
We maximize employee flexibility and well-being through a virtual mindset that supports our highly distributed, global workforce. We take an outcome-focused, people-centered approach to winning, including welcoming the best talent - wherever they may be.
This remote role is not tightly linked to a physical location and provides flexibility in where, when and how you accomplish your work. Remote employees are expected to have a dedicated, quiet and distraction-free work space and an internet connection that’s sufficient for completing their job remotely.
Job Summary
The eCommerce Operations lead is the key driver responsible for managing the operations of our U.S. and Canadian eCommerce platforms. This role oversees fulfillment processes, payments, and improvements to ensure a seamless customer experience.
Collaboration is central to this position, working cross-functionally with technology operations, engineering, customer service, warehouse teams, product management, dealerships, and external vendors. Additionally, this role is responsible for compliance management, fraud prevention, and cost reduction strategies, ensuring that eCommerce operations remain efficient, secure, and legally compliant.
Job Responsibilities
- Website & Technology Operations: Manage the backend functionality of eCommerce platforms, ensuring seamless integration between payment systems, returns processing, promotions, and third-party applications. Oversee break-fix resolutions to minimize operational disruptions and maintain site reliability. Act as a key business stakeholder to lead UAT for system enhancements, collaborating cross-functionally to ensure smooth execution.
- Dealer Network Support & Compliance: Serve as the primary eCommerce business contact for the dealer network, providing support, reporting, communications, and strategies to increase dealership traffic. Maintain all eCommerce program documents to ensure legal compliance with dealership regulations and contractual agreements.
- Omni-Channel Program Owner: Owns the BOPIS, ISOS, and Ship to Dealer programs. Tracks performance and develops strategies to grow dealer traffic.
- Payment & Fraud Management: Manage relationships with payment gateway providers and alternative payment platforms (e.g., PayPal, Klarna, Affirm, Apple Pay). Act as the business owner for reducing eCommerce chargebacks and minimizing fraud.
- Warehouse, Fulfillment & Shipping Processes: Monitoring on time and completion rates from the distribution center, including backorder fulfillment.
- Returns Management: Partner with warehouses, Narvar and Purolator to manage returns, ensuring efficiency and minimizing invalid returns.
- Process Automation & Operational Improvements: Explore opportunities for process automation and efficiency gains, including the implementation of new systems and operational equipment.
- Customer Support Collaboration: Work closely with the eCommerce customer support team to address emerging issues and improve the overall customer experience.
- Order Level Promotional Management and Reporting: Oversee basket level promotions. Coordinate with cross-functional teams to ensure successful execution and analyze performance for future campaigns.
Education Requirements
- High School Diploma or Equivalent Required
- Bachelor's Degree preferred
Experience Requirements
- This position typically requires 8+ years of experience in eCommerce operations
- Proven experience in eCommerce operations management.
- Strong strategic thinking and problem-solving skills.
- Strong understanding of eCommerce platforms, SAP, fulfillment processes, and payment systems.
- Experience in UAT testing and troubleshooting system issues.
- Ability to work cross-functionally with ERP and IT teams to resolve operational challenges.
- Proactive problem solver, able to seek out training and information independently to ramp up quickly without waiting for instructions.
- Excellent communication skills, both written and oral.
Harley-Davidson is an equal opportunity employer that continues to build a culture of inclusion, belonging and equity through our commitment to attracting and retaining diverse talent from all backgrounds, without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic protected by law. We believe in fairness and providing a level playing field for all. We foster a culture that thrives on diverse perspectives and contributions to ignite the creativity and innovation to fuel our business and enhance the employee and customer experience.
The pay range shown represents the national average pay range for this role. Your pay may be more or less than the stated range and is dependent on your geographic location and level of experience.
We offer an inclusive compensation package for all full-time salaried employees including, but not limited to, annual bonus programs, health insurance benefits, a 401k program, onsite fitness centers and employee stores, employee discounts on products and accessories, and more. Learn more about Harley-Davidson here.
Applicants must be currently authorized to work in the United States.
Direct Reports: No
Travel Required: 0 - 10%
Pay Range: $98,500 - 147,700
Visa Sponsorship: This position is not eligible for visa sponsorship
Relocation: This position is not eligible for relocation assistance
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