Work Preference
Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
Open To Work

Heather Peddie

eCommerce Sr Operations Manager
Elgin,IL

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Sr. Ecommerce Operations ManagerEcommerce Onboarding Analyst, Vendor DirectOnline Merchandiser - Baby & Kids Apparel, Baby HardwareMerchandise/Content Support AnalystCustomer Support Manager

Work Type

Full Time

Location Preference

RemoteHybrid
Location: Elgin, IL, US
Open to relocation: No

Salary Range

$90000/yr - $150000/yr

Important To Me

Career advancementCompany CultureFlexible work hoursPersonal development programsWork from home option

Summary

Seasoned Operations Manager with background in streamlining business processes to improve efficiency and profitability. Skilled at managing teams, reducing operational costs, and implementing strategic business plans. Strengths include leadership, problem-solving skills, and ability to make impactful decisions that drive company growth.

Overview

14
14
years of professional experience

Work History

Sr. Ecommerce Operations Manager

Claire's
Hoffman Estates, IL
10.2017 - 09.2025
  • Directed end-to-end customer experience operations, achieving over eighty percent SLA adherence and significant customer satisfaction gains.
  • Led global rebranding of gift card program, generating over $555K in annual revenue through enhanced adoption and retention strategies.
  • Spearheaded rollout of Buy Online, Pick Up In-Store program, increasing sales by over $250K while saving $158K quarterly.
  • Defined and monitored customer health KPIs, driving operational efficiency and improved customer value metrics.
  • Collaborated with executives and analytics teams on cross-functional projects, focusing on customer journey enhancements and risk mitigation.
  • Championed process optimization initiatives across onboarding and retention workflows, resulting in substantial cost savings.
  • Produced strategic reports for executive leadership, aiding in fiscal year planning and customer experience decisions.
  • Managed customer support operations for Claire's.com & Icing.com, improving resolution times and service SLAs through effective vendor management.
  • Resolved complex customer issues by collaborating with internal departments.
  • Coordinated cross-functional teams to streamline customer experience initiatives.
  • Trained staff on best practices for customer interaction and service delivery.
  • Conducted regular assessments of service processes for continuous improvement.
  • Analyzed customer feedback data to identify areas of improvement in the customer experience.
  • Managed escalated customer issues and resolved conflicts in a timely manner.
  • Worked closely with other departments such as sales, marketing, product development, and IT in order to ensure a seamless end-to-end experience for customers.
  • Monitored customer service performance metrics and created reports for senior management review.
  • Designed strategies for resolving common complaints from customers quickly and efficiently.
  • Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
  • Oversaw the development of training materials designed to educate team members on how best to provide excellent customer service.
  • Established relationships with external vendors that are essential for providing superior levels of support during peak times.
  • Identified opportunities for process automation and technology upgrades to improve customer service efficiency.
  • Managed the budget for the customer service department, ensuring resources are allocated effectively.

Ecommerce Onboarding Analyst, Vendor Direct

Sears Holdings Corporation
Hoffman Estates, IL
01.2016 - 06.2017
  • Oversaw global day-to-day customer experience operations, standardizing processes across regions to unify digital and in-store journeys
  • Implemented inquiry and refund protocols, reducing resolution times and strengthening trust with customers
  • Applied root-cause analysis to recurring service issues, enabling proactive improvements and higher retention rates
  • Partnered with analytics to assess adoption and retention trends, providing actionable customer health insights to leadership
  • Coordinated site testing with product and engineering teams to ensure seamless ordering, fulfillment, and customer experience during deployments
  • Streamlined vendor onboarding processes for marketplace operations, improving time-to-market and customer experience consistency
  • Partnered with cross-functional teams to optimize onboarding workflows and align them with customer operations goals

Online Merchandiser - Baby & Kids Apparel, Baby Hardware

Sears Holdings Corporation
Hoffman Estates, IL
05.2013 - 01.2016
  • Managed product assortment and digital merchandising strategies to improve online engagement and customer adoption
  • Collaborated with analytics and marketing teams to track customer behavior and refine digital experiences to boost satisfaction and conversion
  • Improved accuracy of product data and content, reducing customer-facing errors and enhancing shopping experience
  • Partnered with IT and merchandising teams to implement process improvements that strengthened operational efficiency and customer experience

Merchandise/Content Support Analyst

Sears Holdings Corporation
Hoffman Estates, IL
08.2011 - 05.2013
  • Enhanced product data accuracy, reducing customer errors and improving shopping experience.
  • Collaborated with IT and merchandising teams to implement efficiency-boosting process improvements.

Education

High School -

Conant High School
Hoffman Estates, IL

Skills

  • Team leadership
  • Project management
  • Problem solving
  • Decision making
  • Procedure implementation
  • Workflow optimization
  • Process improvement
  • Onboarding
  • KPI tracking
  • Customer experience
  • Data analysis
  • E-commerce strategy
  • Cross-functional collaboration
  • Resolution protocols
  • Effective communication
  • MS office
  • Decision making
  • Customer service

References

References available upon request

Timeline

Sr. Ecommerce Operations Manager

Claire's
10.2017 - 09.2025

Ecommerce Onboarding Analyst, Vendor Direct

Sears Holdings Corporation
01.2016 - 06.2017

Online Merchandiser - Baby & Kids Apparel, Baby Hardware

Sears Holdings Corporation
05.2013 - 01.2016

Merchandise/Content Support Analyst

Sears Holdings Corporation
08.2011 - 05.2013

High School -

Conant High School

Similar Profiles

CREATE PROFILE
Heather PeddieeCommerce Sr Operations Manager
Resume profile created at Resume-Now.com