Sr Manager, Product Discovery Operations

Company Background

Genuine Parts Company (“GPC” or the “Company”), founded in 1928 and based in Atlanta, Georgia, is a leading specialty distributor engaged in the distribution of automotive and industrial replacement parts and value-added services. The Company operates a global portfolio of businesses with more than 10,000 locations across the world. GPC has approximately 50,000 global employees. The Company has operations in the United States, Canada, Mexico, Australia, New Zealand, Indonesia, Singapore, France, the U.K., Germany, Poland, the Netherlands, Belgium, Spain, and China.

Position Purpose

Seeking world-class talent to join the world’s leading distributor of automotive and industrial replacement parts and value-added services operating 5,500+ locations and servicing more than 20,000 locations in the U.S and Canada.  Specifically, this role will function as Senior Manager, Product Discovery Operations, responsible for  optimizing the customer experience and eCommerce KPI’s by creating best in class product discovery & search experiences.

The Senior Manager and team will partner closely with Product Team, eCommerce Site Owners, UX, Digital Merchants and others, to define and maintain a best-in-class experience. They will manage the search and recommendations operations team, leveraging merchandising tools & techniques to optimize site experience, promote specific products and influence customer purchase behavior to drive sales and conversions.

The Sr. Manager will be part of a fast-paced team and environment, that is leading the digital transformation for a 100+ year old brand in the Automotive Retail space. You will lead and manage a team of analysts, that capture, analyze and optimize our digital customer experience around search, discover, product recommendations and related digital products, in an omni-channel retail environment, working with cross-functional partners. The ideal candidate will be passionate about analyzing site and customer analytics and applying insights to guide both product development and day-to-day operations in the complex environment of the automotive aftermarket.

Responsibilities:

• Work with product managers to develop and prioritize the product discovery roadmap, that is based on understanding customer experience needs, and any category-level requirements.
• Guide the development, implementation, and optimization all onsite product discovery functionalities to improve findability and customer-facing experiences.
• Partner with product management & IT to work with vendors and internal stakeholders to improve product discoverability, customer satisfaction and key performance measures of search & recommendations.
• Collaborate with category management to develop and implement category strategies, that are unique to the category and position NAPA as the best category experience in the industry.
• Refine & monitor ongoing product discovery KPIs and review customer feedback to develop insights. Respond, as appropriate to these via fine tuning search, browse and recommendation engines.
• Manage the search and recommendations team and guide their day-to-day optimization work including:
  • Optimization of site search, browse, navigation and other discovery experience
  • Opportunity identification & prioritization, improvement measurement & validation
  • Creation of kits, bundles, recommendations for up-sells, add-ons, etc. that are specific to categories
  • Daily maintenance and validation of site navigation & search
  • Manage website navigation & taxonomy as well as facets-ensuring that the customer can easily find what they want, this includes the addition or subtraction of navigational elements and facets.
  • Optimization of placements of recommendations (PLP, PDP, cart, HP, email, etc.)
• Identify improvement opportunities (No Results Searches, Low Conversion Searches, etc.) and helps the team prioritize their work & define their improvement tactics.
• Guide search experience A/B testing and the continuous improvement process
• Analyze, track, and report on product discovery performance, trends and the results of improvement initiatives.
• Identify operational and process flow opportunities and partner with team members to find solutions.
• Works with 3rd party vendors for site search, merchandising product recommendations, personalization, and customer behavior.
• Other duties as assigned.

Location:

• GPC has two work locations to choose from, Duluth or Atlanta office.
• We offer a Flexible Work Policy that permits eligible employees to work a hybrid remote schedule.

Desired Qualifications & Experiences: 

• A bachelor’s degree in business management or related field
• 10 years of eCommerce experience
• +3 years’ experience in Product Discovery Business Operations, Search product/technology or related field
• 3+ years of experience leading, coaching and building teams.

• Ability to build strong relationships with peers and senior leadership.
• Strong analytical and problem-solving skills, with clear written and verbal communication
• Ability to adapt to change, urgency, and new systems and tools.
• Effective multi-tasker with strong sense of accountability, ownership, and attention to detail
• Cross-category ecommerce experience in B2B or B2C ecommerce or similar field
• B2B ecommerce experience & Automotive Aftermarket experience preferred.

• Proficient in Google Analytics or Adobe Analytics (Required)
• Knowledge of one or more search & recommendation platforms (Google, BloomReach, Solr, Endeca, Certona, etc.)
• Skill merging diverse data from different platforms, formats, and environments, and experience analyzing data from web, customer feedback, session replays, etc.
• Proficiency in Microsoft Office, and experience with data warehouses.
• Excellent verbal and written communication skills; ability to present complex information in an easy-to-understand manner.
• Extremely collaborative, while demonstrating and having a sense of urgency, self-starter mentality and accountability to manage multiple priorities and deliver results.
• Works in highly team-oriented capacity partnering closely with business unit and functional teammates.

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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.