Head of Operations Service Management, North America (Toronto based) - FARFETCH

CA Toronto
19 Jul 2022
28 Oct 2022
Full Time
The Role

Operations Service Management provides a holistic operational platform service to the FARFETCH Group including all business units and regions in order to best support the business strategy. As the Head of Operations Service Management for North America, you will aim to keep strategic alignment among all of the operations functions impacting the US and Canadian client experience, laser focusing on managing operational performance and any related financial risks/rewards.

What You'll Do

    • Operations point of contact for Farfetch North America (NA) which includes relevant business units and clients in United States and Canada
    • Represents the voice of Operations in the North America leadership forums, responsible for managing the operational services and service levels provided to North America
    • Advocates for Global Operations and Platform Services
    • Proactively seeks alignment between global and local teams as well as across the various teams within Operations (e.g. creating routines, discussion forums)Articulates global trade with Operations teams (e.g. sales, order volume, trends), ensuring forecast alignment
    • Monitoring & optimization
    • Is the owner of the regional "rhythm-of-business" routines (performance, cockpit, order contribution) and accountable for corrective action plans
    • Is the gatekeeper for regional order contribution drivers (i.e. controlling and optimizing the aspects impacting operational financial lines)Manages current operational services (including but not limited to delivery, payments, fraud, creative operations, customer and partner services) and cost to serve vs. value creation
    • Proposes new metrics and insights to improve costs and/or experience
    • Manages risks to costs and/or experience
    • Strategy & planning
    • Contributes to the North America overall strategy
    • Coordinates functional strategies with the regional strategy
    • Leads and coordinates global NA-centric programs (e.g. US marketing/operations collaboration initiatives)Pushes for opportunities where we can be more revolutionary

Who You Are

    • Experienced (6+ years) in finance, operations, or another relevant discipline
    • Experience and comfortability with handling a P&L and detailed KPI dashboards
    • Knowledge of the local market customer and partner experience
    • Knowledge of North America payments, fraud, customs clearance regulation and best practices
    • Proven experience in strategic client and stakeholder management
    • Proven experience in managing complex projects
    • Thrives when given a challenge that includes self-led discovery and the autonomy to create solutions
    • Comfortable working with large volumes of data and make decisions
    • Enjoys simplifying processes and efficiencies with a focus on continuous improvement

We're looking for a Head of Service Management to join our Operations team!${description2}

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