Senior eCommerce Operations Specialist - Manila, PH

Balsam Brands is a global eCommerce retailer with roots in holiday and home décor. Our flagship brand is Balsam Hill™, the world’s leading retailer of artificial Christmas trees and holiday décor. We strive for excellence in everything we do and present a unique opportunity for those seeking to have an impact in a people-first company that values relationship-building, authenticity, and doing the right thing. We have steadily growing teams in Boise, the Bay Area, Canada, Ireland, and the Philippines. 

The company's mission is to create joy together. We empower our team and partners to love what they do, provide products and experiences that inspire meaningful moments with family and friends, and give back to our communities. When you join Balsam Brands, you’ll find a culture of caring people doing challenging work while building a welcoming workplace.

• Balsam Brands on LinkedIn: http://www.linkedin.com/company/balsam-brands/
• Balsam Brands on Instagram: https://www.instagram.com/balsam_brands/
• Balsam Brands in Forbes: https://bit.ly/balsambrandsforbes

At Balsam Brands, we like to think of our people-first culture as more than just a tagline. It's the heart of our company. In fact, our Philippine ROHQ being recognized as one of the Philippine’s Best Work Places by the prestigious Great Place To Work organization is a testament to this. 

We know that you need to feel comfortable in your work environment, so we make sure that everyone in the team is supported and cared for. Team Manila has been working from home since 2010, with occasional in-person meet-ups and events to help build relationships and foster camaraderie. 

Team Manila represents nearly every function in the company—from Marketing to Operations and everything in between. Everyone gets to enjoy company-issued laptops and full employee benefits, including HMO coverage, mental health support, paid time off, 13th-month pay, and many more. The company trips, wellness benefits, and other perks are just the cherry on top of our permanent work-from-home setup.

• Balsam International on Facebook: https://www.facebook.com/BalsamInternationalPH
• Balsam International on LinkedIn: https://www.linkedin.com/company/balsam-international-unlimited

At Balsam International, we strive to build a diverse, equitable, and inclusive team to fulfill our purpose to create joy together. Balsam International is proud to be an equal opportunity employer. We encourage people from all backgrounds, ages, abilities, and experiences to apply. We do not discriminate on the basis of race, ethnicity, religion, national origin, citizenship, marital or family status, disability, sexual orientation, gender identity or expression, pregnancy or caregiver status, or any other legally protected status. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application and interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

We're on the lookout for a Senior eCommerce Operations Specialist to help keep our eCommerce websites accurate, organized, and functioning smoothly. In this role, you'll be more than just a page updater; you'll manage product launches, refine how we handle digital assets, and help improve our behind-the-scenes processes. You'll work closely with various teams to ensure our customers have a seamless experience every time they visit us. If you have a keen eye for details and enjoy creating systems that make work easier, we’d really like to hear from you.

What you’ll be doing:

Website Content Update and Maintenance

• Ensures accurate display of product and digital assets on customer-facing web pages by uploading and assigning appropriate data. 

• Builds, updates, and maintains static or interactive web pages that ensure the latest digital assets and content information is presented to customers. 

• Coordinates with cross-functional partners to accomplish site merchandising deliverables within set parameters and timeline. 

• Ensures web page design and technical specifications are met, and digital assets are optimized to support the average load time goal of less than 6 seconds. 

• Supports merchandising campaigns by updating website pages and implementing A/B Tests that follow design specifications and meet launch deadlines. 

• Creates and maintains website coupons and promotions for cross-functional teams. 

• Updates and maintains website navigation structure and ensures it follows business requirements and specifications. 

• Creates, updates, and maintains Product Category Pages and ensures they meet technical requirements, including digital assets, metadata, page URL, and database queries. 

• Assigns appropriate data to product and site imagery to ensure the accurate display on various customer-facing web pages.  

Site Audit and QA

• Participates in New Product Information QA, and flags or resolves digital asset and product information issues and discrepancies. 

• Conducts routine audit and QA to make sure the website is working as expected. 

• Conducts routine audit and QA to make sure merchandising-related components and pages are updated as per the defined sales merchandising schedule. 

• Participates in conducting business validation activities for newly launched functions and features to ensure they meet business requirements.

Documentation

• Directs the documentation of internal processes and acts on identified gaps to ensure efficient process flows.  

• Monitors the timely update of all documentation and makes sure that it is housed in the appropriate knowledge base site.  

Troubleshooting and Resolution

• Troubleshoots digital asset and product information issues using the digital asset management tool, product information management system, and content management system. 

• Troubleshoot spikes in website average load time speed and coordinate with cross-functional teams to resolve and ensure the average load time goal of less than 6 seconds is met. 

• Participates in troubleshooting activities during launch by identifying probable causes and providing a resolution to medium complexity bugs.

Process Improvement

• Ensures that the standards for uploading, naming, and categorizing assets are met by following the set standards for image organization.  

• Identifies efficiency issues and creates tools or workarounds to improve turnaround times for various website operations tasks and the accuracy of the information found in all our websites.   

• Proposes and drives roadmap initiatives that create either efficiency gains or a positive cost impact for the business.

Project Management

• Plans all maintenance, updates, campaigns, and product launches, and maps out the work of the Website Operations team to cover all tasks needed within the set timeframe and with quality output.  Educates and trains other teams on the use and functionality of various Ecommerce systems or tools, including Digital Asset System. 

• Identifies risks in both small-scale scale to medium-complexity tasks and projects and applies mitigation measures. 

• Participates in Technical meetings, project meetings, and retrospectives to raise challenges and incorporate future changes as agreed with various stakeholders.

Digital Asset Management System (As Required)  

• Acts as the primary owner of Digital Asset System, and other tools and processes by conducting regular housekeeping to remove or archive outdated data and update or scrub others for future reference or use. 

• Ensures that the standards for uploading, naming, and categorizing assets are met by following the set standards for image organization.  

• Educates and trains other teams on the use and functionality of various Ecommerce systems or tools, including Digital Asset System.   

• Manages user accounts and portals for Widen users

Other Duties and Responsibilities

• Performs other duties that may be assigned from time to time.

What we’re looking for ("Must-haves"):

• Bachelor’s Degree, preferably in Information Technology, Computer Science, MIS, or a related field.

• Minimum of two (2) to three (3) years relevant experience in a similar role.

• Familiarity with Ecommerce and how content impacts the customer experience.

• Experience working with a Content Management System (CMS), such as Hybris, Contentstack, or similar CMS platforms.

• Familiarity with Figma or similar tools.

• Ability to collaborate with cross-functional teams in a remote setup.

Nice to have:

• Working knowledge of HTML and CSS.
• Experience using Widen or other Digital Asset Management (DAM) tools.
• Experience in Product Information Management (PIM) systems.

Location: The Senior eCommerce Operations Specialist position is a remote working position for Balsam International Unlimited Company - Philippine ROHQ in Manila. Team members in the Philippines are located within Metro Manila, Bataan, Batangas, Bulacan, Cavite, Laguna, Pampanga, Rizal, and Tarlac areas only.

Our must-haves:

• Must attend occasional in-person meetings.
• Must have a fast, reliable DSL, Fiber, or Broadband connection (not mobile or broadband stick) as the primary internet connection with a minimum actual speed of 50MBPS.

Note: An online assessment will also be part of the recruitment process.

Status: This is a full-time, permanent position with benefits.

Hardware Provision: Company-issued Laptop will be provided on your first day.

At Balsam International, we strive to offer a competitive compensation and benefits package. For permanent, full-time team members, this includes:

• Government-mandated Benefits (SSS, PAG-IBIG, PhilHealth)
• 13th Month Pay
• Paid Leaves. We use time off to rest, go on vacation, or just sleep in! Our paid time off is flexible to our needs.
• Internet Subsidy. With internet allowance, we are set up for success.
• Healthcare Coverage (+ 2 dependents). We worry less about rising medical costs with flexible quality healthcare benefits.
• Maternity, Paternity, and Solo Parent Benefit. We make sure parents are supported while they navigate work and family life.
• Continuous Learning and Professional Development Benefit. Our professional and personal development is fully supported. Whether it be online courses, workshops, or books!
• Mental Health Support. We manage work and life's challenges through Mental Health Day breaks, 24/7 professional counselling, and curated webinars.
• Company Incentive. An additional cash-based perk for all our Brandits based on the company's performance.
• Meeting and Team Building Allowance. Happy tummies make our meetings more fun and productive!
• Shutdown Week. We can spend more time on things that matter with an additional one-week paid time off on top of paid leaves.
• Volunteer Time Off. With two paid days off, we are able to volunteer for advocacies we believe in.
• Bereavement Leave. We get additional paid leaves when a loved one passes to grieve and provide immediate support to our families.

All your information will be kept confidential according to EEO guidelines.