Engineering Manager - E-commerce Post Purchase

About the role

The Engineering Manager - E-commerce Post Purchase is responsible for leading the strategy, technology roadmap, delivery, and operational excellence of the post-purchase ecosystem across Direct-to-Consumer and emerging commercial channels. This role owns the core Order Management System (OMS), e-commerce and other technology capabilities that support the customer journey from checkout, including fulfillment orchestration, order tracking, returns, exchanges, refunds, customer communications, customer service integrations, and post-purchase analytics. This role requires deep expertise in e-commerce operations, order lifecycle technologies, enterprise integrations, customer experience platforms, and global commerce complexity. The Manager will work closely with Product, Business, User Experience, Supply Chain, Enterprise Architecture, Finance, Legal, Privacy, and external technology partners to deliver scalable, reliable, and customer-centric post-purchase capabilities. The ideal candidate combines strong technical depth with business ownership, people leadership, vendor management, and strategic thinking. They should be able to modernize complex post-purchase systems, improve operational efficiency, reduce customer friction, and enable scalable omnichannel growth. Your Contribution In this role, you will: Lead the technology strategy and execution for the direct e-commerce post-purchase experience ecosystem, including order management, inventory management, order orchestration, fulfillment integrations, order status, shipment tracking, returns, exchanges, refunds, warranties, customer notifications and financials management. Own and evolve the technical roadmap for post-purchase platforms, including order lifecycle and fulfillment platforms, ensuring alignment with business priorities, customer experience goals, operational efficiency, and long-term enterprise architecture direction. Partner with Product, Customer Experience, Supply Chain, Digital Commerce, IT, Finance, and Operations teams to define and deliver capabilities that improve order success, delivery transparency, returns experience, customer satisfaction, and post-purchase service efficiency. Lead and optimize integrations across the full order lifecycle, including commerce, OMS, ERP, warehouse, inventory, payment, tax, fraud, Merchant of Record, carrier, customer service, and analytics systems. Drive the architecture and operational model for scalable omnichannel capabilities across DTC, B2B, marketplaces, social commerce, reseller platforms, pop-up retail and agentic commerce channels. Lead modernization initiatives that improve the reliability, scalability, observability, and maintainability of post-purchase platforms and integrations. Define and track key post-purchase technology KPIs, including order success rate, fulfillment SLA adherence, order tracking accuracy, return completion rate, refund processing time, customer contact reduction, incident volume, integration reliability, and platform cost efficiency. Identify system gaps, operational bottlenecks, technical debt, and customer pain points across the post-purchase journey, and lead cross-functional initiatives to resolve them. Establish strong monitoring, alerting, and incident management practices for order lifecycle systems, ensuring proactive detection and resolution of issues before they impact customers or operations. Lead vendor and partner management for post-purchase technology providers, including Commerce, OMS, returns platforms, order tracking solutions, Merchant of Record providers, payment partners, tax providers, carriers, and integration partners. Provide leadership, mentorship, and direction to engineers, architects, analysts, and technology partners supporting post-purchase systems. Build a high-performing team culture focused on customer experience, engineering excellence, delivery speed, operational discipline, and continuous improvement. Communicate technical strategy, delivery progress, risks, trade-offs, and business impact clearly to technical, business, and executive stakeholders. Drive AI-enabled improvements across post-purchase operations, including automated issue detection, root-cause analysis, customer support augmentation, order exception handling, documentation generation, testing, and engineering productivity. Leverage AI tools such as Claude, Copilot, Gemini, and other engineering automation platforms to improve solution design, code quality, testing, documentation, monitoring, and delivery velocity. Required Skills and Experience 10+ years of engineering experience in IT, digital commerce, e-commerce technology, and order management, with Knowledge of in coding and architecture. 5+ years of experience leading teams, programs, or enterprise-scale technology initiatives i

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