eCommerce Operations Specialist, EMEA

Who We Are: 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. Your Job: 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. Your Responsibilities: eCommerce Operations & Issue Management Support daily monitoring of eCommerce operations and order flow to ensure accurate order processing, fulfillment, delivery and escalate issues to appropriate team membersAssist with tracking and documenting order, website, payment, and customer experience issues; perform initial investigation of any issuesTriage operational incidents and work with internal teams and external partners to ensure timely resolutionMonitor operational health and track recurring issues and do an initial analysis of root causesTrack and manage eCommerce operational tickets, incidents, and escalations Testing, QA & Release Readiness Participate in User Acceptance Testing (UAT) activities from an eCommerce stakeholder perspectiveExecute defined test scenarios and document findings for new features, enhancements, bug fixes, and platform updatesAssist in validating business requirements and conduct initial assessment to determine if solutions meet operational and customer experience expectationsSupport launch readiness activities and partner with stakeholders before new functionality goes live Reporting & Operational Insights Maintain recurring operational reports and dashboards tracking performance, issue trends, and operational KPIsMonitor website, checkout, order, and customer service data to identify anomalies and opportunitiesCompile customer feedback and operational data and support analysis to uncover friction points and improvement opportunities Process Improvement & Documentation Maintain, and identify opportunities to improve workflows, SOPs, documentation, and operational playbooksSupport operational readiness for new tools, programs, and business initiativesProvide observations and feedback to support improvements to efficiency, scalability and customer experience Cross-Functional Collaboration Partner closely with eCommerce, Digital Products, IT, Customer Service, CRM, Merchandising, Analytics, and Content teamsCoordinate issue management across multiple business functions and external vendorsSupport successful execution of operational activities across the EMEA digital commerce ecosystemDevelop knowledge on eCommerce trends, technologies, and best practices, sharing recommendations where appropriate Qualifications: Required 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 environmentStrong analytical and problem-solving skillsAdvanced proficiency in Microsoft Excel and experience working with operational dataExcellent attention to detail and ability to manage multiple priorities simultaneouslyComfortable working cross-functionally with technical and non-technical stakeholdersStrong verbal and written communication skills in English Preferred Experience supporting eCommerce platforms such as Salesforce Commerce Cloud (SFCC), Shopify, Magento, or similarExperience with OMS, CMS, PIM, PSP, ESP, analytics, or customer support platformsExperience with Jira or similar project and ticket management systemsExperience with QA, UAT, troubleshooting, or release management processesAdditional European language skillsExperience within sports, retail, direct-to-consumer, or digital commerce environmentsInterest in leveraging AI and automation to improve operational efficiency