E-commerce Product Manager
Location: Remote - Western Canada
Opportunity at Microserve
 

Role Summary

The E-commerce Platform & Product Manager owns both the operational performance and the deliberate evolution of Microserve’s eStore. This role is accountable for ensuring the platform operates reliably today—meeting order accuracy, fulfillment, and service expectations—while also leading the evaluation, selection, and transition planning for future eCommerce platform capabilities required to support growth, expanded offerings, and emerging commerce models. 

Reporting to the VP, Operations, this is a hands on, execution first role with clear accountability for outcomes. The role acts as the primary business owner for the eStore, working closely with IT, Sales, Operations, and external vendors to balance stability, scalability, and strategic platform advancement in an SLA driven, vendor dependent environment. Success in this role is measured by service reliability, informed platform evolution, and effective prioritization within real operational and vendor constraints. 

Decision Authority & Scope 

This role has decision authority over day-to-today eStore operations, prioritization of enhancements and fixes, and sequencing of platform changes. Strategic direction, budget approvals, and vendor commercial agreements are set in partnership with senior leadership and established governance forums. operations, prioritization of enhancements and fixes, and sequencing of platform changes. Strategic direction, budget approvals, and vendor commercial agreements are set in partnership with senior leadership and established governance forums. 

Core Accountabilities :

1. Operational Ownership  

• Own end-to-end operational performance of the eStore, from product data accuracy through order submission, fulfillment, and issue resolution. 

• Serve as the single point of accountability for customer impacting eStore issues, coordinating resolution across Customer Service, IT, Operations, and vendors, without directly owning day to day customer support queues 

• Ensure ordering workflows, fulfillment processes, and platform behavior align with customer expectations, contractual commitments, and internal service standards. 

• Monitor platform health, order accuracy, and incident trends; proactively escalate and coordinate resolution with IT, vendors, and internal teams. 

• Act as the primary point of accountability for operational issues related to the eStore, even when resolution depends on third parties. 

• Identify, assess, and communicate operational risks related to platform performance, vendor dependencies, and fulfillment readiness, and lead coordinated response when service expectations are at risk. 

• Own ongoing platform hygiene, including product catalog accuracy (SKUs, pricing, availability, images), ordering rules, approval logic, and configuration integrity required to maintain reliable day to day operations. 

• Own the end-to-end usability of the eStore, ensuring intuitive navigation, accurate and complete product information, clear configuration options, and a consistent experience across devices, aligned to client procurement expectations. 

• Use operational data and customer feedback from post purchase experiences (order issues, returns, delivery exceptions) to drive improvements to platform workflows, policies, and automation. 

• Maintain clear operational processes, controls, and documentation to support consistent execution and auditability. 

2. Platform & Product Ownership 

• Define and maintain the eStore roadmap in alignment with business priorities, operational readiness, and platform constraints. 

• Translate business needs into clear requirements, user stories, and acceptance criteria for IT teams and external vendors. 

• Prioritize enhancements and fixes based on customer impact, operational risk, and business value, not feature volume alone. 

• Guide incremental evolution of the platform, including category expansion, customer segmentation, and future capability growth. 

• Ensure platform changes follow defined change and release practices, with explicit consideration for operational readiness, downstream process alignment, stakeholder communication, and service stability in an SLA driven environment. 

• Monitor adoption and usage of new eStore capabilities and workflows, incorporating operational feedback from Sales, Customer Service, and clients to inform prioritization and incremental improvements. 

• Future Platform Strategy & Selection 

• Lead the evaluation and recommendation of next generation eCommerce platforms, including capabilities that enable increased automation, intelligence, and emerging models such as agent assisted or agent driven commerce. 

• Assess platform options against Microserve’s operational realities, integration requirements, vendor dependencies, security posture, and long term scalability, not feature breadth alone. 

• Evaluate future eCommerce platforms based on their ability to integrate with ERP, CRM, marketing automation, and emerging intelligent or agent assisted commerce capabilities, enabling increased automation, personalization, and reduced manual effort across the order lifecycle. 

• Develop a pragmatic transition path from the current platform to future solutions, balancing near term service stability with long term capability gains. 

3. Vendor & Technology Coordination 

• Act as the primary business interface to ecommerce platform vendors (e.g., VARStreet or equivalent), ensuring requirements, limitations, and dependencies are clearly understood. 

• Partner with IT to plan releases, manage risks, and align vendor delivery with Microserve’s internal priorities and service expectations. 

• Track vendor performance against agreed expectations and escalate issues as required. 

• Ensure platform limitations and vendor dependencies are transparently communicated to stakeholders to support informed tradeoffs. 

• Provide informed recommendations on vendor performance, platform viability, and future capability options to support leadership decision making. 

• Ensure the eStore platform operates in alignment with security, privacy, and compliance requirements, including payment security, tax configuration (e.g., GST/PST/HST), and applicable data protection standards, working with IT and Finance as required. 

• This role does not own vendor commercial agreements or platform contracts but works closely with governance and leadership teams to inform decisions. 

4. Cross Functional Leadership 

• Partner with IT, Sales Operations, Finance, Operations, and Customer Service to ensure the eStore operates as a reliable business service, aligned to technical constraints, downstream processes, governance requirements, and customer service expectations. 

• Coordinate with Marketing on campaign execution, promotions, and site updates, ensuring operational readiness prior to launch. 

• Communicate priorities, tradeoffs, risks, and delivery timelines clearly and consistently to stakeholders. 

• Lead change management and enablement for significant platform changes, including developing training materials, supporting internal teams through transitions, and driving adoption of new capabilities and processes. 

• Ensure internal teams (Sales, Operations, Customer Service, Finance) are appropriately informed and enabled on eStore capabilities, limitations, and changes to support consistent client experiences. 

Key Performance Indicators (KPIs) 

Operational 

• Order accuracy and SLA adherence 

• Platform availability and incident resolution time 

• Product data accuracy and update turnaround time 

Product / Platform 

• Adoption and usage of new capabilities 

• Time to value for enhancements 

• Delivery of roadmap commitments without operational degradation 

Qualifications & Experience:

• Bachelor’s degree in business, ECommerce, Operations, Product Management, or related field. 

• 5–8 years of experience in ecommerce operations, platform management, product management, or a blended role combining these disciplines. 

• Experience working with third-party ecommerce platforms and vendors in an SLA-driven environment. 

• Strong understanding of order management, fulfillment workflows, and cross functional dependencies. 

• Demonstrated ability to balance execution discipline with forward looking platform evolution. 

• Comfortable operating in environments with vendor constraints, competing priorities, and high accountability. 

Relationships:  

• Reports to the VP of Operations  

• This position will have 2 direct reports 

• Key internal interactions: Director of Operational Excellence, Director of IT, VP Sales, CTO, COO 

• Key external interactions: Vendors, suppliers, industry contacts  

What do you get? 

In accordance with the BC Pay Transparency Act the range for this role for BC residents is $36 - $45 per hour plus a competitive commissions structure. 

• Paid vacations
• Additional 5 personal days
• Paid sick days
• Extended Medical and Dental plan from day one
• Amazing employee discounts with over 100+ companies (for example: cell phone plans, computer equipment, insurance, groceries, etc.)
• Fun Wellness & Engagement Activities – Such as chocolate making, exit rooms, staff holiday parties, to name a few
• Community Involvement – We care about giving back to our communities and plan for volunteering events at least once per quarter
• Career advancement opportunities
• Hybrid working environment for specific roles
• Ongoing learning and development opportunities
• Professional development & Training reimbursement support 

At Microserve, we gather compensation benchmarking data across BC & Canada for our roles and use that data to build a salary range for our current team and future talent. Your exact salary is determined based on a combination of your relevant experience, skill, competencies, and internal pay equity. If you feel like this role is your dream job and have questions about compensation and benefits, please get in touch with us as we are always happy to discuss further. At Microserve we believe that compensation conversations should always be ongoing. 

Microserve is committed to a diverse and inclusive workplace. We are an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify the Recruiter. 

About Us 

At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Victoria, Calgary, and Edmonton, we employ over 450 team members and are one of the largest technology solutions providers, recognized for our ability to deliver and innovate to meet the changing needs of our clients.