E-commerce Live Site Management Senior Consultant

E-Commerce Platform Live Site Management Senior Consultant

Vantus is a new E-Commerce platform for the Pharmaceutical Division of Cardinal Health. Vantus HQ (VHQ) will replace the existing ordering platform (Order Express) via a meaningful, thoughtful migration strategy. This platform will empower pharmacists to seamlessly order products as they transition from our legacy system.

We are seeking a highly skilled and motivated E-Commerce Platform Live Site Management Senior Consultant to strategize, plan, guide and execute the day-to-day operations and live site management of our newly launched e-commerce platform. This candidate will be a liaison between the eCommerce team, our customers, and all related functions, including sales, account management, customer service, product team, eCommerce Operations, GTBS (IT) partners, OCM partners, and leadership. This candidate must be able to intake feedback from various directions, synthesize and consider holistically how to best address the defect, training issue, question, and more. The candidate will then work with all appropriate teams to champion improvements and enhancements accordingly within a sprint cadence and/or appropriate timeline.

The ideal candidate will play a critical role in ensuring platform reliability, providing a best-in-class user experience, and driving continuous improvements to support the needs of our customers.

Responsibilities

• Maintain awareness of Vantus HQ site performance, uptime, and user experience. Escalate concerns that are observed regarding site performance efficiently and appropriately.
• Provide guidance and support to other members of live site management team, assisting with operations, troubleshooting, and issue resolution. Ensure SOPs and practices are documented, maintained and housed in the appropriate forum.
• Maintain a general knowledge of the Jira cards that define and govern the development and release plans of the program. Develop and ensure partnerships with product squads and testing team members both domestic and international, so that you can represent and answer questions regarding the content and functionality of upcoming releases and the progress and treatment of identified bugs. Represent the customer experience and point of view effectively during negotiations concerning prioritization and scheduling of fixes to the platform.
• Maintain a collaborative partnership with the VHQ Run team in accordance with standard documented processes and ensure that information is shared in both directions regarding issues reported, identified and resolved.
• Responsible for understanding and synthesizing feedback and reports of trouble from customers, sales and account teams, site or app feedback tools. Prioritize and route defects and enhancements as appropriate and ensure all members of Live Site Management team are aware of path and disposition of such.
• Ensure proper stakeholders are kept aware of the progress, content and timing of defect fixes, capability launches and enhancements coming to the Vantus HQ platform.

Customer Transition Support

• Develop and maintain relationships with teams who represent the interests of stakeholder groups such as various sales teams, service centers, and customer support organizations. Ensure front line agents are always aware and prepared to support the launch of new features and customer groups.
• Address customer and sales feedback and issues promptly, according to agreed upon SLAs and above all ensuring a positive user experience. Implement corrective actions as required should SLAs or quality level be missed.
• Proactively plan and conduct Vantus HQ Summit sessions, including building and distributing agendas, minutes and materials following each meeting.
• Assist LSM to develop training materials, arrange training logistics and deliver training sessions to stakeholders as appropriate. Track the assignment of training, attendance and completion of required coursework and produce weekly metrics for publication to key stakeholders.
• Partner with VHQ Product teams to gain clarity and understanding of key capabilities being launched and timelines for availability. Ensure that LSM team documentation is updated and maintained accordingly. Ensure that all members of LSM team as well as ITSC and PCS partners are updated and trained on these capabilities.
• Collaborate with VHQ Implementation team partners to build and validate readiness strategies, assist in developing tailored preparation plans for each audience as requested.
• Monitor and spot check quality levels of service being provided by LSM, ITSC agents, PCS agents, sales team members, etc. to ensure understanding and adherence to best practices. Intervene appropriately with corrective guidance as required.
• Ensure that sales teams and account management teams across all COTs are aware and prepared to support customers when there are known incidents or new features launching. Tactics for doing this may include email messages, postings on intranet site, presentation at Summit meetings, etc.

Incident Management

• Act as a gatekeeper for incident management by analyzing and then creating incidents, suggesting improvements and opportunities to the correct teams in order to provide an exceptional customer experience.
• Build and maintain relationships with those teams who collaborate on incident response, identify opportunities for process efficiency and streamlining/instituting repeatable practices. Update process documentation accordingly.
• Partner with leaders of Run team, ITSC and PCS teams to coach and assist with training opportunities delivered in ways that are appropriate to those teams (KAs, KT sessions, bite-sized learning, video clips, process documentation, etc.)
• Ensure that learning or process changes arising out of incident resolution are communicated efficiently and effectively to all relevant impacted groups.

Collaboration & Communication

• Work closely with product managers, developers, customer support teams, and stakeholders to align live site operations with business objectives.
• Provide regular updates to Live Site Manager on platform performance and incident trends.
• Partner with Live Site Manager to develop and communicate enhancement requests for future features on behalf of customer's point of view and business need.
• Define and champion opportunities for streamlining features or services either within the VHQ tool or with other tools and platforms used by customers and teams.

Continuous Improvement

• Represent LSM team interests during program PI planning events. Ensure all LSM team members are made aware of plans and decisions that are made as a result. Ensure workplan tasks and milestone dates are updated appropriately.
• Guide and lead the effort to move LSM Triage ticket submission process to take advantage of Salesforce for ticket tracking and management. Ensure LSM team and sales resources are adequately trained and prepared to operate within this process.
• Ensure that any modifications or repairs to Service Now catalog items that need to be made in support of Vantus HQ provisioning (for internal employees as well as for customer provisioning) are undertaken and completed with efficiency and accuracy.
• Identify and prioritize enhancements to improve platform usability and functionality.
• Ensure all stakeholders have a reliable and consistent path to escalate their concerns or questions and receive timely response and regular progress updates regarding current successes and future expectations.
• Contribute to and assist in maintenance of Vantus Program governance activities such as workplan & Jira maintenance, MBRs, sprint and status reviews, and CI planning activities.
• Partner with Vantus HQ team members to plan and execute the variety of activities that occur annually at meetings such as presentations to Advisory Boards, executive leadership forums, National Sales Meeting, Retail Business Conference and other similar forums.
• Plan and conduct Hypercare retro sessions with proper partners as appropriate following each wave of customer migrations. Adapt processes and supporting plans in accordance with learnings.

Metrics and KPI Management

• Develop, monitor, and present detailed metrics and dashboards that track KPIs (Key Performance Indicators) related to the migration progress, site performance and overall site stability.
• Collaborate with partner teams who maintain metrics (such as ITSC, PCS, data analytics, content operations, etc.) to combine and produce metrics that are meaningful to Vantus HQ stakeholders and serve to tell the story of how the platform has been established, maintained and grown.
• Partner with the Vantus HQ Research team as they develop and share Experience metrics based on LSM triage tickets and ensure that the operational metrics developed and maintained by LSM team are calculated according to consistent standards and practices.
• Proactively identify metrics that can be created or that will contribute to the completeness of this picture.
• Create, organize and maintain a content library of materials that guide members of Live Site Management team in the execution of standard processes in a high quality and consistent manner.
• Plan and co-lead with Run team partners the variety of meetings and metrics to support the hypercare and warranty period entry/exit criteria, checkpoints and progress documentation.

Qualifications

Education & Experience

• Bachelor's degree in computer science, Business Administration, or related field preferred
• 5+ years of experience in e-commerce platform management, customer experience management, communications, or a similar role preferred
• Experience in the pharmaceutical or healthcare distribution industry