Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Executive Profile
E-commerce Operations Manager with a diverse background leading teams in e-commerce, brick-and-mortar, and omni-channel business initiatives.
Results-driven strategist working cross-functionally to execute new digital projects, direct multi-site operations, improve productivity and profitability, and enhance the customer experience. 
Exceptional motivator with a proven track record for recruiting skilled professionals, developing talent, and retaining high-performance teams.
Critical Skills & Expertise
  • Multi-site operations 
  • Digital strategy 
  • Program management
  • Crisis management 
  • Systems and process implementation
  • Human resources leadership
  • Strategic planning 
  • Staff motivation and retention
  • P&L responsibility
  • Profitability improvement
Career Accomplishments
01/2016 to Current
E-commerce Operations Manager Albertsons Company Inc. Shelby, MT,
Oversee e-commerce operations and service team for the Anthropologie, BHLDN, and Terrain brands. Focused on enhancing the domestic and international customer's end-to-end digital shopping experience. Spearhead continuous process, service, logistics, and website improvements across all global business units (IT, contact center, distribution centers, transportation, digital marketing and analytics, social, finance, store operations, creative and copy, merchandising, buying, planning, and allocation).
  • Accountable to annual revenue of $400M in net sales and $705M in gross sales in FY17 
  • Drove operational and service strategy contributing to +13% increase in e-commerce gross sales
  • Key driver in developing process and service improvements to grow furniture net sales by $10M 
  • Prioritize and filter customer feedback to drive website improvements and digital product development
  • Key leader in implementation of Salesforce (customer knowledge, service cloud, social studio, clienteling) for all URBN brands in FY18
  • Instrumental leader in successful website re-platform launch and overall digital strategy to improve customer experience 
  • Distribute customer product feedback to buying and production teams to improve assortment (e.g. construction, fabrication, sizing) 
  • Guide promotional strategy and marketing efforts based on business metrics and customer response
  • Develop and maintain all customer service information and company policies (e.g. returns and exchanges, shipping information, ordering and payment) across site and email 
  • Forecast sales, orders, and package fulfillment to guide staffing and scheduling at the contact center and distribution centers. Partner with major carriers (UPS, USPS, LaserShip, OnTrac) to meet shipping timelines and reduce costs.
  • Lead monthly and quarterly business reviews to analyze and action on reporting, including: sales, returns, customer contacts (calls, emails, social), package delivery and fulfillment, delivery expenses and supply expenses 
  • Create and implement quarterly training guides for contact center and distribution centers based on brand strategy
  • Manage dropship program, including: vendor set-up and training, order fulfillment, and compliance 
06/2015 to 01/2016
Omni-channel Operations Project Manager Lakeshore Learning Materials Raleigh, NC,
Managed various high visibility and pivotal omni-channel projects from inception to implementation. Charged with connecting the customer’s journey across web, mobile, app, and stores. Worked cross-functionally and with business owners to grow profits and enhance the customer’s experience through new project initiatives.
  • Functioned as lead program manager and successfully opened Anthropologie’s first large format location, Anthropologie & Co., in Portland, OR. Guided teams to open 3 additional locations in Newport Beach, Walnut Creek, and Palo Alto, CA in FY17. 
  • Led monthly executive team large format status meetings to align all key stakeholders on project goals and milestones
  • Spearheaded new project development and launch of the Buy Online, Pickup in Store program and furniture Flat Rate shipping model
01/2013 to 06/2015
Retail District Manager Key-Comm International Portland, TX,
Led and managed business operations for 8 retail store locations across Georgia, South Carolina and Alabama. Orchestrated all aspects of store operations and customer service, including: sales, staffing, training, expense control, business processes, loss prevention, product merchandising, and visual execution.
  • 300-400 employee base
  • Consistently met and exceeded measurable results in sales plan, shrink, and expense controls. Top company shrink result in FY14 and FY15. 
  • Oversaw stores with a combined annual net sales of $40 million
  • Facilitated and executed multiple new location openings for Anthropologie and BHLDN stores
  • Managed transition of numerous organizational realignments 
  • Executed quarterly workshops to guide store teams in planning and implementing brand strategies 
07/2010 to 01/2013
Retail Store Manager Anthropologie City, STATE,
Led all facets of a high-volume retail store with average annual net sales of $9 million and 70 employees. Increased sales by $2 million over a 3-year period.
Expected in 2008
Bachelor of Science: Political Science
The University of North Carolina - Chapel Hill, NC

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