Digital Commerce Operations and Quality Lead

Purpose of the Job

The Digital Commerce Operations and Quality Lead is responsible for protecting business readiness, trading integrity, and operational quality across OK Franchise’s digital commerce platforms. This role represents the business in validating system changes, monitoring live performance, identifying risks and recurring issues, and supporting field operations in the day-to-day running of digital commerce. The role works closely with technical teams and external partners to ensure business needs are clearly understood and operational risks are surfaced early, while technical teams remain accountable for code quality, deployment quality, technical testing discipline, and technical readiness.

Job Objectives

Business Quality Assurance and Validation Lead business-led testing and validation across customer-facing and operational digital commerce platforms. Conducting UAT and production validation against business requirements, operational scenarios, and agreed service expectations Validating end-to-end flows including products, pricing, promotions, taxonomy, ordering, invoicing, fulfilment, refunds, and core customer journeys Ensuring delivered changes are fit for business use and do not create avoidable customer, store, or trading risk Identifying gaps between business requirements and delivered functionality Logging, tracking, and retesting defects through Jira Supporting business sign-off for releases from an operational and trading perspective Performing post-deployment checks to confirm expected live behaviour Live Operations Monitoring and Support Monitor the day-to-day operational performance of the digital commerce environment and provide a clear support point for business stakeholders and field operations. Monitoring system behaviour, incident patterns, operational pain points, and service performance from a business perspective Identifying issues that affect customers, stores, support teams, or trading integrity Acting as a key business contact for field operations and internal teams when system-related issues arise Escalating risks and recurring problem areas clearly to technical teams and relevant stakeholders Following issues through to resolution and maintaining visibility of status, impact, and next steps Helping ensure that business-impacting issues are not lost between operational and technical teams Exception Management, Reporting and Risk Visibility Build and maintain clear visibility of exceptions, recurring issues, and operational risks across the digital commerce environment. Defining exception reporting requirements with business, technical, and commercial stakeholders Identifying anomalies across pricing, product visibility, stock, promotions, invoicing, fulfilment, support journeys, and other critical operating areas Analysing trends, root causes, and repeated failure points Working with data and technical teams to improve issue visibility, reporting, and proactive checks Supporting the development of dashboards, reports, and exception views that help teams act faster and more accurately Turning findings into clear actions and recommendations Backlog Input, Prioritisation and Requirements Support Provide a strong business and operational voice into backlog refinement and delivery prioritisation. Capturing issues, risks, enhancements, and business needs in a structured and usable way Contributing to backlog discussions with a clear view of business strategy, trading impact, customer pain points, and operational urgency Helping ensure that priorities reflect real business needs and field realities Supporting the definition of business requirements, use cases, and acceptance criteria Highlighting dependencies, risks, and gaps that may affect delivery or operational success Cross-Functional Operational Coordination Work across teams to improve digital commerce execution and maintain operational continuity. Supporting problem solving across digital operations, field operations, finance flows, onboarding, merchandising, customer support, and user journeys Acting as a bridge between business stakeholders, field teams, technical teams, and external partners Providing a strong operational voice in discussions relating to digital commerce performance and change Helping align day-to-day operational reality with platform behaviour and delivery decisions Supporting continuity, clarity, and follow-through within the digital commerce function

Qualifications

Degree in Business, Commerce, Information Systems, Operations, Retail, or a related field (essential) Additional training or certification in quality assurance, business analysis, project delivery, digital operations, or a related field (advantageous)

Experience

+5 years’ relevant experience in digital operations, ecommerce, retail systems, business analysis, quality management, or a related environment (essential) Experience working across business and technical teams in a fast-moving operational environment (essential) Experience in business-led testing, issue management, operational support, or system monitoring (essential) Experience using Jira or similar tools for defect, workflow, and backlog management (essential) Experience in retail, FMCG, franchise, or multi-site operating environments (advantageous) Exposure to service level monitoring, operational reporting, or incident trend analysis (advantageous) Exposure to exception reporting, automation, or data analysis (advantageous) Experience with enterprise systems, product data, pricing, fulfilment, or related operational platforms (advantageous)

Knowledge and Skills

Proficient in MS Office including Word, Excel, PowerPoint, Teams and Outlook