Kathmandu: Digital Operations Manager

A little bit about the role… We are looking for a Digital Operations Manager to join our Digital team at our Support Office based in Christchurch, the home of our brand. We're seeking a seasoned digital operations leader to drive end-to-end execution across campaigns, product launches, and platform performance on owned and third-party channels. This role is the engine behind digital trade, ensuring operational excellence, seamless workflows, and a high-performing team that delivers exceptional customer experiences and marketplace health. Deep expertise in Shopify is essential, as the platform underpins all digital operations. You'll also manage and empower our offshore call centre team, ensuring they’re fully integrated, well-equipped, and consistently delivering high-quality support through structured enablement and collaboration. Key Responsibilities...   Digital Operations & Platform ManagementOversee the performance and accuracy of digital platforms (Shopify, marketplaces, CRM), ensuring products are live, correctly priced, and trading effectively. Customer Experience & Support EnablementDrive seamless user experiences through high-quality content, navigation, and tagging, while equipping offshore teams with the tools and information to deliver responsive customer support. Workflow & Campaign ExecutionManage the digital operations calendar, enforce go-live processes, and coordinate campaign and email execution across platforms with cross-functional teams. Marketplace & Channel AlignmentEnsure consistent execution across owned and partner channels, resolve discrepancies, and support offshore teams in handling marketplace queries and escalations. Team Leadership & Performance ManagementLead and enable offshore call centre teams through structured onboarding, regular reviews, feedback loops, and shared KPIs to maintain operational excellence. Tooling & Change ReadinessAct as SME for digital tools (Shopify, PIM, CRM, chatbot, AI), define best practices, and ensure teams are trained and ready to support new features, seasonal peaks, and innovation cycles.           What we are looking for…    Platform & Technical Advanced Shopify expertise (essential) CRM platform experience (e.g., Klaviyo) Familiarity with CMS, PIM, chatbot, and automation tools Marketplace operations knowledge Operational Excellence Digital workflow and campaign execution QA, version control, and platform health monitoring Team leadership and coaching Offshore team management and performance oversight Strong cross-functional collaboration and stakeholder engagement Strong understanding of agile principles and ways of working Customer Experience Ability to integrate customer feedback into operations Enablement and support of offshore customer service teams Strategic & Change Enablement Resource planning for peak trade and innovation Change management and process improvement Global operational lens and scalable workflow design