E-commerce Web Operator

About the role

Job Description The E-commerce Web Operator is responsible for the day-to-day execution, maintenance, and optimization of the live OnStar online store, with primary focus on the current Shopify-based ecommerce experience for Mexico. The role supports a customer-facing digital storefront across web and mobile journeys and helps ensure that product information, promotions, pricing, redirects, checkout experience, and post-purchase flows operate accurately and efficiently. This role is highly operational and cross-functional. It sits at the intersection of ecommerce, merchandising, digital marketing, analytics, customer experience, and platform execution. The person in this role helps keep the store current, monitors business performance, supports campaign launches, and works with internal teams to resolve issues that affect conversion, customer experience, and sales. I. Position Tasks and Responsibilities - Operate the live OnStar ecommerce storefront on a daily basis, ensuring product pages, promotions, pricing, merchandising content, and landing pages are current and accurate. - Create, upload, and manage ecommerce content such as promotional PDPs, seasonal landing pages, plan messaging, and offer visibility across the store. - Configure and support discount code execution for membership campaigns, segmented promotions, model-based offers, and retention offers tied to cancellation or save flows. - Monitor site performance and business KPIs include visits, orders, conversion, traffic sources, and onsite effectiveness using ecommerce and analytics dashboards. - Work with analytics and marketing teams to review traffic quality, customer behavior, campaign results, and opportunities to improve conversion and reduce friction in the purchase journey. - Coordinate with web, mobile, brand, and CRM teams to ensure links into the store route correctly from OnStar.com.mx, GM brand sites, and app experiences, and that tracking is in place for those journeys. - Support launch readiness and post-launch operations by helping validate account flows, localization, pricing, eligibility, and storefront behavior for the Mexico market. - Identify and escalate issues affecting checkout, order flow, messaging, or customer experience, and partner with technical teams on fixes and operational follow-up. - Partner with stakeholders on topline reporting, campaign timing, content updates, and GTM execution tied to the store. - Help document current platform capabilities and constraints so business teams understand what can be executed today and what requires future platform development. Knowledge: Shopify ecommerce operations: product/plan setup, promotions, discount codes, landing pages, merchandising, and basic storefront administration. Salesforce / CRM knowledge: customer segmentation, campaign activation, lifecycle/retention flows, and use of customer data to personalize offers and journeys. Product and subscription knowledge: plans, renewals, upgrades, downgrades, cancellations, save offers, and subscription lifecycle management. Ecommerce fundamentals: customer journey, PDPs, checkout, payments, cart/checkout friction, conversion optimization, retention, and self-service flows. Data and analytics tools: Heap, Adobe Analytics, Google Analytics/GA-type tagging logic, and Power BI for dashboarding and business reporting. Digital marketing knowledge: paid media, email, remarketing, UTMs, campaign tagging, channel attribution, and onsite messaging optimization. Ecommerce conversion metrics: traffic, conversion rate, checkout conversion, abandonment, AOV, revenue, orders, churn, activation rate, upgrade rate, and channel performance. Cross-channel integration knowledge: app-to-web, brand-site-to-shop redirects, SSO, analytics tagging, and referral attribution. Localization and Mexico-market knowledge: Spanish content, MXN pricing, local payment preferences, tax/compliance basics, and regional customer behavior. Abilities: Operate and maintain the live ecommerce store on a day-to-day basis, including content, product/plan visibility, and storefront updates. Launch and manage promotions, discount codes, and seasonal or segmented campaigns in the store. Monitor store performance and identify issues or opportunities in the customer journey. Analyze ecommerce performance using dashboards and digital analytics and turn findings into actions. Build reports and dashboards in tools such as Power BI to track sales, traffic, conversion, and campaign results. Understand and optimize key ecommerce conversion metrics such as checkout conversion, activation, upgrade, self-service adoption, and churn. Coordinate with marketing, CRM, web, mobile, and engineering teams to align campaigns, redirects, and user journeys. Troubleshoot and follow up on issues related to redirects, deep links, login, checkout, and fulfillment flows. Ensure tracking, analytics tagging, and channel attribution are working correctly across web, app, and brand-site journey

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