eCommerce Operations Specialist, EMEA

At Brooks, we believe movement is the key to feeling more alive. That’s why we’re driven to create gear and experiences that take people to the place that makes them feel more alive — whether it’s a headspace, a feeling, or a finish line.

Everyone who works at Brooks is propelled by a company culture that sparks excitement, fuels collaboration, inspires creativity, and ignites innovation.

Our brand values help bond us together and drive our success:

·       Runner First - We act in the best interest of the runner

·       Word is Bond - We do what we say we’ll do

·       Champion Heart - We give our all in everything we do  

·       There is no “I” in Run - We stay generous with our humanity

·       Keep Moving - We find ways to move every day, because joy is kinetic!

We welcome everyone from every walk of life looking to inspire others through the power of movement — because we’re all moving towards something. Let’s run there.

As the eCommerce Operations Specialist, EMEA, you will help ensure that Brooks’ EMEA digital commerce experience runs smoothly, accurately, and efficiently across all operational touchpoints.

You will coordinate day-to-day website operations, monitor order flow and customer-impacting issues, support testing and release activities, analyze operational performance, and maintain the processes that power Brooksrunning.com/eu.

Working closely with the Manager, eCommerce User Experience & Operations, EMEA, as well as Digital Products, IT, Customer Service, CRM, Merchandising, Content, Analytics, and external partners, you will support the eCommerce team in identifying customer friction, resolving operational issues, and continuously improving the digital experience for runners across EMEA.

The ideal candidate is organized, detail-oriented, and eager to learn how eCommerce operations, technology, and customer experience come together. You are curious and motivated to help the team keep day-to-day operations running smoothly for runners across EMEA.

• Support  daily monitoring of eCommerce operations and order flow to ensure accurate order processing, fulfillment, delivery and escalate issues to appropriate team members.
• Assist with tracking and documenting  order, website, payment, and customer experience issues; perform initial investigation of any issues.
• Triage operational incidents and work with internal teams and external partners to ensure timely resolution.
• Monitor operational health and  track recurring issues and do an initial analysis of root causes.
• Track and manage eCommerce operational tickets, incidents, and escalations.

• Participate in User Acceptance Testing (UAT) activities from an eCommerce stakeholder perspective.
• Execute defined test scenarios and document findings for new features, enhancements, bug fixes, and platform updates.
• Assist in validating business requirements and conduct initial assessment to determine if solutions meet operational and customer experience expectations.
• Support launch readiness activities and partner with stakeholders before new functionality goes live.

• Maintain recurring operational reports and dashboards tracking performance, issue trends, and operational KPIs.
• Monitor website, checkout, order, and customer service data to identify anomalies and opportunities.
• Compile customer feedback and operational data and support analysis to uncover friction points and improvement opportunities.

• Maintain, and identify opportunities to improve workflows, SOPs, documentation, and operational playbooks.
• Support operational readiness for new tools, programs, and business initiatives.
• Provide observations and feedback to support improvements to efficiency, scalability and customer experience.

• Partner closely with eCommerce, Digital Products, IT, Customer Service, CRM, Merchandising, Analytics, and Content teams.
• Coordinate issue management across multiple business functions and external vendors.
• Support successful execution of operational activities across the EMEA digital commerce ecosystem.
• Develop knowledge on eCommerce trends, technologies, and best practices, sharing recommendations where appropriate.

• Bachelor’s degree in business, Digital Commerce, Information Technology, Operations, or a related field (or equivalent practical experience).
• 1+ years of experience in eCommerce operations, digital operations, customer service operations, IT support, or a related digital environment.
• Strong analytical and problem-solving skills.
• Advanced proficiency in Microsoft Excel and experience working with operational data.
• Excellent attention to detail and ability to manage multiple priorities simultaneously.
• Comfortable working cross-functionally with technical and non-technical stakeholders.
• Strong verbal and written communication skills in English.

• Experience supporting eCommerce platforms such as Salesforce Commerce Cloud (SFCC), Shopify, Magento, or similar.
• Experience with OMS, CMS, PIM, PSP, ESP, analytics, or customer support platforms.
• Experience with Jira or similar project and ticket management systems.
• Experience with QA, UAT, troubleshooting, or release management processes.
• Additional European language skills.
• Experience within sports, retail, direct-to-consumer, or digital commerce environments.
• Interest in leveraging AI and automation to improve operational efficiency.