E-Commerce and Platform Operations Lead

Organizational Context

Within the Capacity Building and Implementation (CDI) Bureau, the E-Commerce and Publications Sales Unit (ECP) is responsible for all technical and operational aspects of the ICAO ecommerce platform as well as the sales and distribution of ICAO publications and products. The incumbent reports directly to the Head, E-Commerce and Publications Sales Unit (ECP).

Job Purpose

To lead the day-to-day e-commerce and platform operations area within the ECP Unit, coordinating the operational management of the ICAO Store and related digital sales processes. The role ensures products and services are accurately represented and operational workflows support reliable digital sales, fulfilment, customer support, and service continuity.

Responsibilities

Leads e-commerce and platform operations for the ICAO Store, including product and service information setup, optimization, and maintenance. Manages product, catalogue, and storefront content operations, ensuring accuracy and timely updates. Manages order-flow processes, aligning with fulfilment and finance. Supports customer service operations and identifies areas for operational improvement.

Work Experience

A minimum of seven years' experience in e-commerce operations, customer service business administration, sales operations, digital content administration, or related operational support functions. Proven experience within an eCommerce environment (B2C and/or B2B) and in managing products/services information, catalogue content, or storefront content using an e-commerce platform. Experience coordinating operational processes with internal stakeholders, customer service, product delivery, finance, technical teams, or external service providers. Desirable experience with HTML, web content management tools, SEO, on-line merchandising, Adobe Commerce/Magento, or supporting digital platform testing and improvement.

Skills

Professionalism, excellent communication and presentation skills, ability to multi-task, prioritize and manage time effectively. Excellent knowledge of word processing tools and spreadsheets (MS Office Word, Excel). Familiarity with a global eCommerce web environment. Planning and Organizing skills. Accountability.

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