Omnichannel Operations Manager

Job Description:

The Omnichannel Operation Manager in Royal Canin Korea is responsible for the technical and operational stability of the omnichannel ecosystem, serving as the primary custodian for system integrations, platform operations, and logistics flow management. This role ensures seamless connectivity across front-end systems, Order Management Systems (OMS), ERP, and backend architectures to support reliable end-to-end B2B and D2C fulfillment. The position serves as the operational bridge between technology capabilities and physical distribution. By managing system performance, troubleshooting operational incidents, and coordinating technical developments, the role enables a frictionless, scalable, and premium omnichannel commerce experience for partners and consumers alike.

Key Responsibilities

Integration & Interface Management

• Oversee and optimize the technical interfaces and integration flows between front-end ecommerce platforms, Order Management Systems (OMS), ERP, and warehouse management systems (WMS).
• Ensure seamless, real-time data transfers (such as order status, inventory levels, and shipping confirmation) across all integrated systems to prevent data synchronization errors.
• Map, design, and continuously audit system data paths to ensure absolute transparency and accuracy in omnichannel order management.

Incident & User Management

• Lead and govern the incident management process for all digital omnichannel systems, establishing rapid troubleshooting, escalation, and resolution protocols for system disruptions.
• Coordinate with regional/global IT support and local external vendors to minimize down-time and mitigate risks of order failures.
• Manage user administration, system access, and authorization profiles across the OMS, CRM, and logistics tools, ensuring security compliance and system governance.

Back-end Technology Development Support

• Partner with the global/regional Digital Technology teams to drive the development, localization, and testing of back-end technology features.
• Lead user acceptance testing (UAT), deployment, and stabilization of new system versions, API upgrades, and platform features.
• Translate business and logistics requirements into structured technical briefs for backend developers and digital teams.
• Own operational governance of OMS-related processes and integrations.
• Drive automation initiatives to improve operational efficiency and scalability.
• Establish operational dashboards and visibility tools to monitor performance.

Logistics Flow Management

• Supervise the transactional and systemic workflows that govern physical logistics, ensuring that inventory movements are accurately reflected across all systems.
• Collaborate with the D2C Logistics Manager and fulfillment partners to optimize order routing logic, fulfillment rules, and delivery tracking.
• Identify and eliminate system bottlenecks in the shipping and delivery flow to drive logistics speed and efficiency.

Performance & Continuous Improvement

• Define, monitor, and report key performance indicators (KPIs) related to digital operations, including integration success rates, incident resolution times, and backend processing speed.
• Proactively identify system or interface optimization opportunities to improve overall operational agility.
• Establish standard operating procedures (SOPs) for systems management and train cross-functional team members (Customer Care, Fulfillment) on tools usage.

SIS Operations & Cross-Functional Coordination

• Lead local operations meetings and cross-functional syncs to facilitate alignment between Commercial, D2C/B2B teams, Customer Care, Logistics, and external technology agencies.
• Coordinate collaborative efforts to resolve operational bottlenecks in daily order fulfillment, platform integration failures, and customer service SLA compliance.
• Facilitate regular post-mortem reviews after major promotional events or system rollouts to continuously optimize the operational workflow.

Context and Scope

• Maintain System Stability: Ensure zero downtime for crucial order-taking interfaces, directly impacting Royal Canin's daily sales and operational performance.
• Bridge Technology & Supply Chain: Serve as the technical translator, turning complex technical architecture into seamless logistics operations.
• Support Local Scaling: Act as a key enabler for Korea's aggressive omnichannel growth, ensuring that system backends are highly scalable and capable of handling peak promotional volumes.
• Collaborative Ecosystem: Navigate complex relationships across local operational teams (Logistics, D2C, B2B), regional IT, global system architects, and third-party technology providers.

Job Specifications/Qualifications

Education & Professional Qualification

• Bachelor’s degree in information technology, Supply Chain Management, Business Administration, Engineering, or a related discipline.
• Project Management, Scrum Master, or Agile certifications are highly preferred.
• Fluent in both written and spoken English and Korean to communicate effectively with local business units and global IT teams.

Knowledge/Experience

• 5–8 years of experience in E-commerce Operations, Supply Chain Systems, or Omnichannel Technology Management.
• Demonstrated experience with Order Management Systems (OMS), ERP (such as SAP), WMS, and middleware/API technologies.
• Strong background in digital incident management, system interface monitoring, and user management.
• General understanding of supply chain logistics, distribution flows, and warehouse execution.
• Proven track record of cross-functional project management and successful collaboration with external technology agencies.