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As the Senior Consultant - Ecommerce Solutions, you will be responsible for supporting a select group of digital tools and solutions and managing the implementation, business process modifications, project management, training, and communications of those technologies across the organization and targeted user base. You will be responsible for cleaning, analyzing, interpreting, and displaying the more complex sets of data using different approaches and business intelligence tools. You will lead the demonstration of solutions and training for users on digital technology, provide collateral and updated training documents, and serve as an escalation point to troubleshoot non-common issues and user onboarding.

Responsibilities:

+ Responsible for ensuring deliverables of day-to-day digital support projects and the agile transformation of eCommerce & digital product requests

+ Analyze digital support activity, metrics data and utilize findings to create resources for training and service improvements

+ Responsible for supporting a broad group of digital tools and solutions and managing the implementation, business process modifications, project management, training, and communications of those technologies across the organization and targeted user base

+ Drives the adoption and increased usage, both internally and externally, of a broad group of digital tools

+ Leads the demonstration of solutions and training for users on the more complex digital technologies, provide collateral and updated training documents and serve as an escalation point to trouble shoot non-common issues as well as user onboarding

+ Responsible for documenting SOPs and processes

+ Work with Wesco’s IT/Digital Agile teams to ensure continual cross-functional communication and project management alignment

+ Ensure that service standards are established and attained

+ Performs project management including planning, research, complex analysis and implementation of deliverables and action items

+ Identifies potential bottlenecks in process and work with management to resolve issues

+ Develops, plans and executes meeting agendas and distributes materials

+ Monitors project execution aspects to ensure contribution by team members

+ Assists with identifying potential bottlenecks in processes and works with management team to resolve issues

+ Acts as team leader on small and large projects

Qualifications:

+ Bachelor's Degree - Business, Information Technology or related field required

+ 4 years of direct work experience in project management in a digital customer support environment

+ Familiarity with the eCommerce industry preferred

+ Demonstrated ability to translate between business and technology needs and delivery experience working with business leaders, other corporate support functions and customers

+ Experience analyzing complex data sets to find ways to solve problems relating to a business's customers

+ Demonstrated skills in creating digital support flow diagrams, procedures and standards

+ Ability to drive change and customer service innovation

+ Strong written and verbal communication, interpersonal, conflict management and negotiation skills

+ Problem-solving skills and the ability to analyze complex workflows and processes required

+ Adept at conducting research into project-related issues

+ Ability to effectively prioritize and execute tasks and outstanding organizational skills

+ Strong experience using data analyst tools

+ Experience presenting to peers, management, and other stakeholders

+ Ability to multi-task and demonstrated ability to think critically with attention to details

+ Exceptional teamwork and leadership skills to help other technical support workers

+ Ability to learn new technologies, implement their usage within the team and train others

+ Ability to travel 0% - 25%

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