Woolworths

• Take full ownership of the operational heartbeat for our high-visibility marketplace
• High impact Leadership role steering strategy, partnerships and execution
• Hybrid working based in the vibrant Surry Hills precinct

We are Woolworths Group

We are Woolworths Group. 200,000+ bright minds, passionate hearts and unique perspectives connected by a shared Purpose – ‘to create better experiences together for a better tomorrow.’ It’s that Purpose that fuels our ambition to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week. 

If you’re excited to turn today’s blue sky thinking into a better tomorrow for future generations, you’ll find yourself supported and enriched in a dynamic, inclusive and empowering workplace that reflects the diverse communities we serve. With a culture of genuine care, a flexible approach to work and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

What you’ll do 

As the Digital Operations Manager for Marketplace & Partnerships, you are the key to unlocking our next wave of e-commerce growth. You will own the operational heartbeat of our marketplace, a high-visibility proposition designed to increase growth by offering customers more than ever before. Your mandate is clear: execute flawlessly. You will manage our crucial partnership with Woolworths MarketPlus (WMP) to rapidly expand our range, using data to pinpoint high-value commercial opportunities. This high-impact role requires a leader who can manage complex operations, analyse performance, and steer internal strategy to build a best-in-class marketplace.

Deliverables include:

• Input into and help drive the partnerships ranging strategy
• Manage the end-to-end product lifecycle by identifying new sellers based on ranging strategy
• Identify key customer gaps that market place could solve
• Lead product ingestion exception management, ensuring high-quality data integrity to maximise the number of successful product listings and improve the customer experience
• Serve as the central point of contact for operational teams (like Online Store Support and Customer Hub) to investigate, triage, and resolve process defects and Business as Usual (BAU) issues.
• Use performance data and customer feedback to drive concrete recommendations and actionable improvements that enhance the Marketplace Net Promoter Score (NPS) and Customer Value Proposition.
• Proactively partner with cross-functional teams to analyse and determine fulfilment, returns, and refund optimisations that deliver the best and most seamless customer experience.
• Collaborate with WMP and internal teams (Digital Trading, DCE) to identify and execute continuous improvement opportunities, such as the automation of promotions or simplification of processes.
• Provide data-led insights and feedback to WMP on strategic new sellers, including customer sentiment, product gaps, or pricing challenges, to inform joint decisions and improve performance.

What you’ll bring 

• Over 3 years experience and expertise in understanding eCommerce retailing or Marketplaces.
• Strong understanding of eCommerce site operations, marketplace integrations, and best practices
• A deep understanding of  marketplace dynamics and the different needs of both buyers and sellers
• Well-structured approach to problem-solving with thorough deep diving and root cause analysis skills.
• Strong analytical skills, with a focus on data quality, excellent communication skills, and attention to detail.
• Comfort navigating Google sheets/Excel
• Effective Stakeholder management (engaging others, creating advocacy and working alongside)

Highly desirable 

• Solid understanding of Customer Service Experience and the importance of eCommerce Operations in delivering positive Voice of Customer and NPS scores
• Marketing or Trade Planning experience in an FMCG environment
• Experience in operations to activate or remove relevant ranges

What you’ll experience

• A commitment to flexibility through a hybrid working model which combines time spent at a support office or hub and time working from home, supporting both in-person connection and balancing the flexibility that remote working provides for our teams.
• High-impact role supporting our teams who enrich our communities. 
• A global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network.
• A range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder app.
• A progressive and competitive leave policy that gives you more space for what matters to you.  
• Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work.
  

Everyone belongs at Woolworths Group 

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.